Telesign is hiring a Senior Customer Success Manager to deliver on all customer success management activity for Telesign’s enterprise and strategic clients in the SEA region. This includes managing the post-sale customer engagement and ramp through deployment of the contracted services and growing the relationship thereafter.
The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction.
What you'll do
- Responsible for supporting customers during ramp, complex troubleshooting situations and other operational matters via e-mail, phone, and other industry leading tools
- Support internal teams with customer escalations to ensure timely feedback and resolution
- Drive and maintain high customer satisfaction of Enterprise and Strategic clients & partners
- Identify additional use cases and upsell opportunities with assigned clients through continuous account management discussions, account planning and thorough understanding of client’s business challenges and goals
- Partner with Sales team in identifying cross-sell opportunities for account expansion with new products
- Create and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trends
- Acquire general understanding of APIs and development tools necessary for troubleshooting
- Monitor route quality using internal tools and escalate issues to downstream vendors if required
- Maintain knowledge of the industry and Proximus Global’s product offerings to effectively support clients
- Work on adhoc and special projects assigned by Regional CS Leadership
Job description provided by Proximus.
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