Customer Success Manager - Lisboa, Portugal - 1GLOBAL

1GLOBAL

Empresa verificada

Lisboa, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

1GLOBAL - Seamless Connectivity, eSIM and IoT Solutions. Connect your people and devices instantly, anywhere with our connectivity solutions. Manage mobile devices and numbers globally for banks, enterprises & IoT.

We're not just keeping up, we're setting the pace. As the price leader in over 70 countries and counting, our growth is nothing short of meteoric. We're gearing up to take our brand to even greater heights

The Role

This is a Customer Success Manager role in the mobile service provider industry responsible for the operational customer experience of small and medium accounts, including 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, with strong external customers facing skills, customer services and project management.

Require a self-starter who is able to operate independently and senior enough to represent 1GLOBAL on different customer facing situations.

What you will do:

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 Onboarding
Handover from onboarding into Inlife Business As Usual Life Cycle Journey / Inlife management
Proactively drive the end to end customer experience and satisfaction as a customer advocate
Be the ongoing relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects
Hold regular Service review meetings proposing service improvement initiatives
Be the customer escalation point for small and medium accounts
Understand the customer organization, goals and how the customer sees 1GLOBAL
Work within 1GLOBAL's business objectives
Work with Sales on the technical evaluation of bids and renewals
Use early warning techniques in the presales phase to detect possible issues with coverage, devices, nonstandard features, which may lead to problems during contract Inlife
Present Service Delivery & Support models to customers
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.
Pre-Sales

Requirements:

What you will bring:

At least 2 years' experience in Project Management and/or Service Management in a Service delivery role
Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
Mobile devices knowledge, IOS, Android, Blackberry, etc.
Knowledge of billing processes and systems
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 work load; able to work independently; analytical, organizational skills
Business fluency in English and Dutch is mandatory

Benefits:

Why 1GLOBAL?

Embarking on a journey with 1Global is an opportunity to be a part of a team that's shaping the future of telecommunications and technology.

Your contributions will be valued, your ideas will be heard, and your career will soar to new heights:

Pioneering Innovation: At 1Global, we're not just keeping up with industry trends, we're setting them. You'll be at the forefront of cuttingedge technology and telecommunications solutions.
Global Impact: With offices in 12 countries and services reaching worldwide, your work has the potential to make a truly global impact.
Diverse and

Inclusive Culture:

We're not just a team; we're a tapestry of diverse perspectives and backgrounds, woven together for a common purpose.

Your unique viewpoint is not only respected but cherished.

Professional Growth: We're committed to helping our team members grow and develop. You'll have access to ongoing mentorship and opportunities for advancement.
Exciting Challenges: Our industry is dynamic and everevolving. You'll face new and exciting challenges that will keep you engaged and motivated.
A

Growing Brand:
With our rapid growth, you'll be part of a company that's not just succeeding, but thriving.