Customer Success

1 month ago

Manchester, United Kingdom CV-Library Full time

MBR partners are working with our Global client who are part of a bigger group of companies that work in Roaming, Clearing, BSS, OSS and Device Management space within the telecommunications industry.

We are recruiting for essentially a Customer Success Manager that they describe as a technical account manager .  You will be leading a team of 6 account managers  worldwide and will be the go-to expert and trusted advisor for their global clients, delivering  top-notch support and strategic insights to ensure a seamless customer experience. 

These are the responsibilities:

• Manage the service delivery and implementation of clearing solutions for existing and  new customers (mobile network operators) in a timely and efficient manner 

• Provide training and post-implementation support 

• Lead projects for new services and features and coordinate internal and external  stakeholders 

• Be the central point of contact for customers on their operational requests  and inquiries 

• Be involved in day-to-day support including resolution for clearing and BI analytics  service

• Keep the company’s customers satisfied by providing excellent service 

• Ensure requests are handled efficiently by managing the service ticket flow 

• Maintain regular communication with customers 

• Visit customers periodically 

• Reviewing SLA performance and help improve performance where required 

• Provide training to the customers on internal tools and business processes 

• Take the coordination of the account management team for Operations, customer support, and project delivery. 

• Be Customer first point of contact for Tier1 customers Take the Change Request  leadership, meaning from customer requirements, effort evaluation, price proposal  to internal follow up for development, testing and Production delivery. 

• Take the role of the company’s representative in GSMA Industry meetings, face-to-face and  remote calls. 

Requirements:

• Experience in the telecoms industry

• Experience in a technical account manager role – a must  

• Education requirement: University degree 

• Experience with business intelligence tools and financial reporting – a plus  

• Managerial experience – preferred  

• Fluent English, and any other language is an asset  

• Excellent proficiency in MS Windows, Word, Excel, Outlook 

Please ignore the salary stated as it is flexible

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