Customer Success Manager - Telecommunications
1GLOBAL, Spain

TP Global Operation Ltd (trading under the name 1GLOBAL https://www.1global.com/) is a UK based but globally active, specialised telecommunications services provider. 1GLOBAL is a fully regulated facilities based mobile virtual network operator (MVNO) in 9 major countries and has operations and employees in 15 countries. It is a world leader in providing recorded mobile communication services to regulated financial institutions and counts the world’s largest and most prestigious banks as its clients. In addition, 1GLOBAL provides core mobile communications services to a number of multinational businesses and IoT connectivity to over 20 million devices including devices of some the world’s largest and most renown consumer technology producers. 1GLOBAL also offers eSIM rollout and management software solutions driving the impending transition from plastic SIMs to eSIMs at 20+ mobile network operators with over 400 million subscribers.

The scale-up nature of the business, with over 400 employees, combined with the company’s extensive array of products and technologies, positions ideally 1GLOBAL to capitalise upon the growth momentum in its chosen global communication application markets. 1GLOBAL has recently undergone an ownership transition bringing onboard a duo of highly successful technology entrepreneurs as fully engaged owners with a long-term vision for the company. At the same time a new dynamic management team is being formed bringing along the start-up ethos and the can do mentality that drives world class scale-up companies in this well-established sector. As a result, we expect to see rapid expansion of the business in the next years well in excess of the gt;20% p.a. growth rates experienced until now whilst focusing on profitability and cash generation.

This is a Customer Success Manager (CSM) role in the mobile service provider industry responsible for the operational customer experience of small and medium accounts. This role includes service delivery (On-boarding / Project Management) and In-life / Service management during the complete contract life-cycle providing high quality service while exceeding customer expectations. He/She should have Mobile services experience paired with good external customer facing skills. We require a proactive individual who is able to operate independently and comfortable in representing Truphone on different customer facing situations.

Key Responsibilities

• On-Boarding of new or existing accounts / Project Management
• Ensure customer requirements align with contract and its execution
• Align comms, resources and plans with customer counterparts
• Use Project Management techniques to secure internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boarding
• Proactively monitor services and data outputted by customer activity.
• Be the on-going relationship person for the whole account.
• Hold regular Service review meetings proposing service improvement initiatives
• Be the customer escalation point.
• Understand the customer organization, goals and how the customer sees our business.
• Work in line with business objectives
• Help Sales on the technical evaluation of bids and renewals
• Use early warning techniques in the pre-sales phase to detect possible issues with coverage, devices, non-standard features, which may lead to problems during contract In-life
• Manage Pilots and Trials
• Identify potential up selling opportunities in contracts and engage Sales
• Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed
• Managing complex service problems raised by the Customer
• Being able to make an initial assessment and leveraging available resources from the organization
• Secure Root Cause Analysis documentation as requested
• Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1GLOBAL.

Requirements

• At least 2 years’ experience in roles with customer facing experience
• Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
• Mobile Telecommunications customer process knowledge.
• Mobile devices knowledge is a plus.
• Knowledge of billing processes and systems.
• Keen interest in developing technical service knowledge to better serve customers.
• Excellent communicator; able to build excellent rapport with customers
• Ability to understand customer requirements; ability to set/manage customer expectations and deliver on them
• High attention to detail; ability to manage a busy workload; able to work independently; analytical, and organizational skills
• Fluency in English is mandatory

Benefits

Job Rewards and Benefits