Customer Success Manager – Telecommunications

Must have experience in the telecom industry.

SiFi Networks is North America’s leading privately owned open access telecoms company delivering networks which are inspiring freedom of choice and excellent customer service.

SiFi Networks funds, builds and operates competitive fiber-to-the-premises networks upon which service providers deliver first class service to their customers; internet, TV, phone and more.

SiFi is recruiting for a Customer Success Manager to manage the interactions with these service providers. This role’s primary function is to maintain ongoing relationships with existing customers, post Sales hands-over. This role’s goal is to maximize the customer experience. It requires an ongoing commitment to improve quality and customer satisfaction.

We are looking for a qualified, experienced, self-motivated and flexible employee in this senior role.

The successful candidate will be office based with the flexibility of remote working on an ad-hoc basis. Applicants should be willing to travel nationwide to meet with customers when required.

As the Company’s primary operations are based in the USA, applicants will be required to regularly work hours that are suitable to these timezones. In addition, applicants must be willing to work extended and non-standard hours, including regular interaction with staff in UK timezones.

The successful candidate’s title, reporting relationships, duties and responsibilities may be changed from time to time at the discretion of management.

The successful applicant will:

· Build and maintain relationships with key customers.

· Act as first/single point of contact for all key customer interaction.

· Field queries from customers.

· Be hands-on and guide internal and external stakeholders in effective client issues resolution.

· Handle any escalations and resolve customer complaints quickly and efficiently.

· Keep customers informed of new products, developments and operational process changes.

· Drive the implementation of customer requests.

· Host regular meetings with key customers, track and action outstanding issues.

· Understand and comply with the company service offering.

· Work closely with, manage and ensure the delivery from outsourced Operations teams.

· Find solutions to problems and ensure customer satisfaction, service optimization, SLA and contract compliance to the customer.

· Work with Sales team to onboard new customers and develop and drive the implementation of an effective customer onboarding process.

· Provide feedback and recommendations to sales, operations, planning teams and other business units.

· Consult, strategize and advise on customer needs to management.

· Identify where organization can improve customer satisfaction.

· Act as point of escalation and collaborate with other teams to drive resolution of complex operational issues.

· Interact with internal stakeholders at all levels to deliver an excellent customer experience.

· Continuously review, architect, implement and evolve processes to track, oversee and organize all interactions with customers, including performance management systems and reports (for example, by conducting regular customer satisfaction surveys).

· Represent SiFi Networks in a professional and courteous manner at all times.

· Take initiative by identifying what needs to be done and take action before being asked.

The successful applicant must have:

· excellent communication skills, including written, verbal and presentation

· telecoms or fiber industry experience

· the ability to summarize and report

· mastery of the English language

· leadership, negotiation and influence skills

· excellent communication and problem-solving skills

· an analytical mind with strong observation and strategic skills

· proficiency with word processors, spreadsheets, email and common IT tools

· a proven ability to identify and implement customer-specific process improvements

· the ability to establish and maintain strong relationships with customers at all levels, from their operations staff up to their senior leadership level

· the drive, enthusiasm and determination to succeed with a hands-on ‘can do’ attitude.

Required experience:

· Management track record of at least 5 years.

· At least 5 years’ experience working in Fiber or Telecoms Networks, with emphasis on customer care or a Customer Success Manager leadership role.

Required education:

· Any combination of education and experience that has led to the knowledge, skills and abilities noted above.

· Must have the required characteristics to perform the essential functions of the job.

Job Type: Full-time

Schedule:

• Monday to Friday

Application Question(s):

• Have you had experience working in Telecoms Networks, with emphasis on customer care or a client services leadership role?

Work Location: Remote