Customer Success Manager

Be a Part of Something BIG!

The Customer Success Manager is to support the scaling of managed roaming business. This role needs to manage strategic wholesale roaming customers and serve as the primary point of contact for both commercial and technical engagements.

How You will Make An Impact:

• Serve as the primary point of contact (SPOC) for assigned wholesale roaming customers, managing both commercial and technical engagements.
• Own the post-sales relationship for strategic roaming wholesale accounts, ensuring high customer satisfaction, retention, and business growth.
• Build and maintain strong relationships with customers' commercial, operational, and technical stakeholders, acting as a trusted advisor.
• Conduct regular business reviews to discuss service performance, project updates, future initiatives, and continuous improvement opportunities.
• Lead end-to-end customer incident and escalation management, coordinating cross-functional teams to ensure timely resolution, drive Root Cause Analysis (RCA), implement corrective actions, and provide clear communication to customers throughout the incident lifecycle.
• Monitor service performance to ensure SLA compliance, proactively identify service risks, and implement preventive measures to minimize customer impact.
• Understand customers' business objectives and provide strategic and technical recommendations to maximize the value of roaming products and services.
• Identify and drive upselling, cross-selling, and business expansion opportunities in collaboration with the Sales team.
• Support contract renewals, commercial negotiations, and customer growth initiatives alongside Sales.
• Lead customers onboarding and ensure the successful implementation of new roaming products and services.
• Provide post-sales support, including service development, solution customization, technical workshops, solution design discussions, and technical advisory.
• Drive continuous service and process improvements by gathering customer feedback and working closely with Product, Engineering, and Operations teams.
• Develop and maintain customer success plans, tracking account health, service performance, and key customer initiatives.
• Prepare business forecasts and manage budgeting for the Managed Roaming business portfolio under assigned customer accounts.
• Travel domestically and internationally as required to support customer engagements, business reviews, technical workshops, and industry events.

Skills for Success

• Bachelor's degree in Telecommunications, Business, or a related field, or equivalent relevant experience.
• At least 5 years of experience in the telecommunications industry, preferably in wholesale roaming, customer success, account management, or service delivery.
• Experience managing strategic customer accounts and acting as the main point of contact for commercial and technical matters.
• Excellent communication, presentation, and negotiation skills.
• Proficient in Microsoft Office applications (Excel, PowerPoint, and Word). Experience with CRM or service management tools is an advantage.
• Willingness to travel domestically and internationally as required.

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!