Customer Success Manager (German or English) - Telco & Tech

<p>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 &amp; IoT.</p><p>1GLOBAL (<a href="https://www.1global.com/" rel="nofollow noreferrer noopener" target="_blank">https://www.1global.com/</a>) isn't just another tech company - it's a powerhouse in the world of telecommunications. With a network spanning 15 offices across 12 countries, we're the go-to choice for the globe's biggest enterprises and B2B2C customers. From cutting-edge eSIM solutions to reliable physical SIM cards, seamless data roaming, and innovative voice and SMS recording services, we're at the forefront of it all.</p><p>But that's not all. We've recently unveiled a game-changer: BetterRoaming (<a href="https://www.betterroaming.com/" rel="nofollow noreferrer noopener" target="_blank">https://www.betterroaming.com/</a>). This brand-new venture is your ticket to hassle-free and budget-friendly international roaming.</p><p>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!</p><p></p><p></p><p><strong>The Role</strong></p><p>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 in-life/service management throughout the complete contract life cycle, providing high-quality service while exceeding customer expectations. The successful candidate should have experience in mobile services, strong external customer-facing skills, customer service, and project management. They should be a self-starter who can operate independently and be senior enough to represent 1GLOBAL in various customer-facing situations.</p><p>We are open to hiring candidates in Berlin, Lisbon, Warsaw, and Madrid.</p><p></p><p><strong>What you will do:</strong></p><ul><li>Contract renewal and upselling</li></ul><ul> <li>On-Boarding of new or existing accounts / project management</li> <li>Ensure customer requirements align with contract and its execution</li> <li>Align communications, resources and plans with customer counterparts</li> <li>Proactively drive the end to end customer experience and satisfaction as a customer advocate</li> <li>Be the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects</li> <li>Hold regular Service review meetings proposing service improvement initiatives</li> <li>Be the customer escalation point for small and medium accounts</li> <li>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</li> <li>Manage Pilots and Trials</li> <li>Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed</li> <li>Managing complex service problems raised by the Customer</li> <li>Being able to make an initial assessment and leveraging available resources from the organisation</li> <li>Secure Root Cause Analysis documentation as requested</li> <li>Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1GLOBAL.</li> </ul><p><strong>Requirements</strong></p><p><strong>What you will bring:</strong></p><ul> <li>At least 2 years’ experience in Account Management and/or Service Management in a Service delivery role</li> <li>Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.</li> <li>Mobile devices knowledge, IOS, Android, Blackberry, etc.</li> <li>Excellent communicator; able to build excellent rapport with customers</li> <li>Ability to understand customer requirements; ability to set/manage customer expectations and deliver on them</li> <li>High attention to detail; ability to manage a busy work load; able to work independently; analytical, organisational skills</li> <li>Business fluency in German &amp; English is mandatory</li> </ul><p><strong>Benefits</strong></p><p><strong>Why 1GLOBAL? </strong></p><p>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:</p><ul> <li> <strong>Pioneering Innovation:</strong> At 1Global, we're not just keeping up with industry trends, we're setting them. You'll be at the forefront of cutting-edge technology and telecommunications solutions.</li> <li> <strong>Global Impact:</strong> With offices in 12 countries and services reaching worldwide, your work has the potential to make a truly global impact.</li> <li> <strong>Diverse and Inclusive Cul