About the Role

• Lead, manage, and mentor the Strategic Customer Success Account Managers, providing guidance, support, and performance feedback to drive a customer-first culture.

• Monitor the provision of Level 2 support to enterprise customers, ensuring timely, empathetic, and effective resolution of technical issues that strengthens long-term customer relationships.

• Collaborate with Marketing, Sales, and Operations to capture customer feedback, address recurring challenges, analyze trends, and align on customer experience initiatives that drive continuous service improvements

• Act as a key escalation point for critical customer issues, ensuring cross-functional coordination, ownership, and accountability until resolution is achieved.

• Monitor and track escalated issues, maintaining transparent and regular communication with customers and internal stakeholders to reinforce trust and reliability.

• Ensure the maintenance of accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system, enabling data-driven insights for customer experience enhancements.

• Provide coaching, mentoring, and ongoing training to Customer Success Account Managers to strengthen not only their technical skills and product knowledge but also their customer engagement and communication capabilities.

What We Need From You

Skills:

• Ability to lead, inspire and motivate stakeholders towards a common goal

• Ability to efficiently manage one's own time and the time of others

• Familiarity with business theory and methodology, especially customer value proposition, product (lifecycle) management, pricing and communication / channel management

• Ability to troubleshoot problems, analyze data and monitor systems

• Ability to adapt to new digital technologies and trends remaining at the forefront of innovation

• Excellent written and verbal communication skills

• Excellent negotiation skills to express ideas and align stakeholders

• Solid understanding of the telecommunications industry including the latest technological trends

• Strong problem-solving skills and ability to identify and frame key issues

• Ability to identify, assess and manage risks

• Strong organization and project management skills

Education Level & Major: Bachelor’s Degree required, Business, Marketing or a related field

Master’s in business/MBA preferred