- Downtown
- Mon-Fri (Office Hour)
- Network/Optical field experience
Your Responsibilities
- Closely collaborating with Sales to facilitate a positive and welcoming onboarding experience for our customers making sure expectations are documented, mutually agreed, and 100% achievable
- Develop Customer Playbooks that define and document Key Success Indicators based on defined Customer Persona’s, Customer engagement plans, and a comprehensive Customer Success Strategic Plan.
- Drive and influence value, usage and adoption of our products and services using analytics and methodologies.
- Foster a success-oriented, accountable environment within the Services organization and company.
- Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer’s business including Engineering, Operations, Finance, Procurement, and Implementation.
- Drive new business growth through greater advocacy and reference-ability
- Working with our delivery teams and closely monitoring Customer Success Indicators, ensure that post sales issues are proactively identified and resolved prior to customer realization or impact
- Act as the quarterback for product and services challenges & critical issues; ensuring that all services delivery commitments are exceeded and that Company delivers a world class customer service experience whereby our customers are delighted.
- Provides timely information on progress towards major issue resolution and facilitates that resolution by bringing together the appropriate functional leads.
- Ensures implementation of a procedure to prevent problem reoccurrence and/or recommends products or services to better meet the customer’s needs
- Working collaboratively with our Sales Team, facilitate accurate, on time renewals with identified new services driving improved outcomes for our customers (360° Motion)
- Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
Minimum Requirement
- Min 5+ years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience
- Excellent communication & presentations skills
- Leadership qualities with high integrity.
- Out of the box problem solver – Change Agent
- Ability to influence through persuasion, negotiation, and consensus building
- Ideal a combined background of both pre-sales and post-sales experience
- Demonstrated years of retaining and delighting customers in a large product and services organization spanning regional countries in the technology sector, preferably in Optical, Packet and/or Network Automation
- Breadth of technology, Services and strong eye for business.
- Strong business judgment and ability to think through complex business issues.
- A dynamic personality that is collaborative, compassionate, passionate, and customer focused.
We regret only shortlisted candidates will be notified.
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Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Lai Jun Leong (Cedric)
EA Personnel Reg No: R21102891
