Customer Success Manager (German or English) - Sales & Retention Lisboa

Customer Success Manager (German or English) - Sales & Retention

Operations

Location: Lisbon, Lisbon, Portugal

Posted date: 12/7/2023

Type: Full-time

1GLOBAL is a
- driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a
-
- class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world’s leading banks, corporations, and
- first businesses—including
- banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

With 2024
- year revenue exceeding US$100 million, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL’s evolution from a
- market telecommunication provider to a global
- driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator (“MVNO”) in nine countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with
- class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 400 experts across 13 countries.

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. This includes service delivery (on-boarding/project management) and
- life/service management throughout the complete contract life cycle, providing
- quality service while exceeding customer expectations. The successful candidate should have experience in mobile services, strong external
- facing skills, customer service, and project management. They should be a
- starter who can operate independently and be senior enough to represent 1GLOBAL in various
- facing situations.

What you will do:

• Contract renewal and upselling
• On-Boarding of new or existing accounts / project management
• Ensure customer requirements align with contract and its execution
• Align communications, resources and plans with customer counterparts
• Proactively drive the end to end customer experience and satisfaction as a customer advocate
• Be the
  - going 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
• Use early warning techniques in the
  - sales phase to detect possible issues with coverage, devices,
  - standard features, which may lead to problems during contract In-life
• Manage Pilots and Trials
• 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 organisation
• 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

What you will bring:

• At least 2 years’ experience in Account Management and/or Service Management in a Service delivery role
• Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
• 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, organisational skills
• Business fluency in German & English is mandatory

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40%
  -
  - year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative,
  - paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a
  - edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a
  - driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.