Customer Success Manager - Telecommunications & Technology, Lisbon

Portugal, Lisbon, Lisbon
Última atualização 2024-02-27
Expira 2024-03-27
ID #2001446282
Customer Success Manager - Telecommunications & Technology, Lisbon
Portugal, Lisbon, Lisbon,
Modificado January 20, 2024


1 GLOBAL - Seamless Connectivity, e SIM and Io T Solutions. Connect your people and devices instantly, anywhere with our connectivity solutions. Manage mobile devices and numbers globally for banks, enterprises & Io T.

1 GLOBAL ( 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 B2 B2 C customers. From cutting-edge e SIM solutions to reliable physical SIM cards, seamless data roaming, and innovative voice and SMS recording services, we're at the forefront of it all.

But that's not all. We've recently unveiled a game-changer: Better Roaming ( This brand-new venture is your ticket to hassle-free and budget-friendly international roaming.

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!

The Role

This is a Customer Success Manager role in the mobile service provider industry responsible for the operational customer experience of small and medium accounts, including service delivery (On-boarding / Project Management) and In-life / Service management during the complete contract life-cycle providing high quality service while exceeding customer expectations. He/She should have Mobile services experience, with strong external customers facing skills, customer services and project management. Require a self-starter who is able to operate independently and senior enough to represent 1 GLOBAL on different customer facing situations.

We are open to hire candidates in Lisbon, Warsaw, Madrid and Berlin.

What you will do:

On-Boarding of new or existing accounts / Project Management
Ensure customer requirements align with contract and its execution
Align comms, resources and plans with customer counterparts
Use Project Management techniques to secure internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boarding
Handover from on-boarding into In-life Business As Usual Life Cycle Journey / In-life management
Proactively drive the end to end customer experience and satisfaction as a customer advocate
Be the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects
Hold regular Service review meetings proposing service improvement initiatives
Be the customer escalation point for small and medium accounts
Understand the customer organization, goals and how the customer sees 1 GLOBAL
Work within 1 GLOBAL’s business objectives
Work with Sales on the technical evaluation of bids and renewals
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
Present Service Delivery & Support models to customers
Manage Pilots and Trials
Identify potential up selling opportunities in contracts and engage Sales
Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed
Managing complex service problems raised by the Customer
Being able to make an initial assessment and leveraging available resources from the organization
Secure Root Cause Analysis documentation as requested
Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for 1 GLOBAL


What you will bring:

At least 2 years’ experience in Project Management and/or Service Management in a Service delivery role

Mobile Telecommunications knowledge 3 G/LTE, Services, products, etc.

Mobile devices knowledge, IOS, Android, Blackberry, etc.

Knowledge of billing processes and systems

Excellent communicator; able to build excellent rapport with customers

Ability to understand customer requirements; ability to set/manage customer expectations and deliver on them

High attention to detail; ability to manage a busy work load; able to work independently; analytical, organizational skills

Business fluency in English is mandatory



Embarking on a journey with 1 Global 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:

Pioneering Innovation: At 1 Global, 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
Global Impact: With offices in 12 countries and services reaching worldwide, your work has the potential to make a truly global impact
Diverse and Inclusive Culture: We're not just a team; we're a tapestry of diverse perspectives and backgrounds, woven together for a common purpose. Your unique viewpoint is not only respected but cherished
Professional Growth: We're committed to helping our team members grow and develop. You'll have access to ongoing mentorship and opportunities for advancement
Exciting Challenges: Our industry is dynamic and ever-evolving. You'll face new and exciting challenges that will keep you engaged and motivated
A Growing Brand: With our rapid growth, you'll be part of a company that's not just succeeding, but thriving
Great Benefits: We offer competitive compensation packages, comprehensive health insurances, and other perks to ensure our team members are well taken care of

1 GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.

Detalhes do trabalho

Tipo de emprego: Tempo total
Tipo de contrato: Permanente
Tipo de salário: Por mês
Ocupação: Customer success manager - telecommunications & technology

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