Job Description
Our Client:
Our client is the leading managed Internet network services provider for global enterprises. Their enterprise offers managed professional and field services of network solutions, improved Internet connectivity, network optimization, managed network security, and internet connectivity.
Their global business offices are located in the Netherlands, the United Kingdom, France, Poland, United States, Singapore, Philippines, United Arab Emirates, Argentina, Brazil, and Spain.
About the role:
The role is directly representing business success, and the Customer Success Manager plays a key role in putting this into action. The Customer Success Manager will be responsible for the more complex, large, or high potential customers. It is the Customer Success Manager's job to make sure our valued customers are informed, satisfied, and are getting the most out of business services.
The Responsibilities:
* Check in with our customers at the highest levels on a regular basis to see how business services are meeting their needs and if there are any areas for improvement, act as the customer's internal voice
* Lead the renewal process for customers
* Reduce churn by managing cancellation of orders and services
* Monitoring and reporting on implementation processes together with Service Delivery
* Managing and reporting on the onboarding of new customer locations together with Project Management
* Implement Initial Service Order / Project Kick-offs internally and externally together with Project Management
* Work with the sales team when new opportunities are identified, to put forward a solution which is fit for purpose and clearly aligned with the rest of the customer's activity
* Responsible for the retention and growth of assigned customer account(s) via Up
* Ensure there is a practical and clear account plan in place for each customer; a working plan that is proactively used and updated and represents a real-time picture of the customer's landscape.
* Be responsible for arranging customer training as well as providing communication and training around the products and managed services roadmap
* Regularly obtain customer references / Cases studies
* Lead Quarterly Business Reviews (QBRs) for your customers, ensuring they are effective.
* Launch, lead and take internal and external ownership of service improvement / corrective action plans and communicate requirements and progress as and when required
* Make recommendations of the actions needed to improve customer net promoter scores and feedback
The Requirements:
* Ideally of 5 years of career experience: in commercial roles, preferably operational account management and/or customer success management
* Demonstratable experience managing complex accounts
* Excellent interpersonal skills, including experience in dealing with all levels of management, and different functional departments
* Demonstrated experience in improving and implementing processes
* Commercial retention driven, (commercial KPI's)
* Technical skills in Networking and Telecommunications are a plus
* Advanced MS Excel and Salesforce.com skills are beneficial
* Creative, proactive and a collaborative team worker
* University Degree level or equivalent
What's on Offer:
* Competitive salary and benefit package for a young professional entering the Telecommunication Industry
* Working for one of the globally acknowledged company within the industry
* Available avenues to contributes positively for the organization to grow and being recognized for it
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep