Talent.com
This job offer is not available in your country.
IoT Customer Lifecycle Manager

IoT Customer Lifecycle Manager

HKTHong Kong HK, HK
24 days ago
Job description

Role Overview

The IoT Customer Lifecycle Manager is responsible for the end-to-end lifecycle of Console Connect IoT and Wholesale Mobility customers from customer on-boarding to on-going service management. The focus is to nurture client relationships and ensure that customers achieve their desired outcomes while using IoT and other Console Connect products and services.

Key responsibilities

  • Work with customer and internal teams to facilitate customer on-boarding including platform information sessions, customer documentation, and handover to operational teams
  • Bridge the gap between sales and customer support, which includes helping customer on-boarding, handling customer complaints, spotting any upselling opportunities and providing feedback to other teams for potential enhancement.
  • Build customer loyalty and develop close, long-term client relationships. Proactively work with customers such as suggesting innovative ways to use Console Connect.
  • Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence together with Product, Solution Management, Sales / PreSales, and other Operational teams.

Deliverables and KPIs

  • Define and implement on-boarding and lifecycle processes
  • Understand customer pain-points and feed them back to other teams
  • Ongoing service management
  • KPIs include time to first commercial deployment, customer satisfaction and additional products / services deployed in lifecycle

    • Requirements

  • Engineering or Business degree / diploma with a minimum of 10 years’ experience in telecommunications or related industry.
  • Comfortable with working with APIs
  • Able to communicate in both verbal and written English; Cantonese and / or Mandarin would be considered a plus.
  • Familiar with mobile network concepts including mobile performance, network integration, and billing / provisioning workflows.
  • Familiar with fixed network concepts including software defined networking, OSI layers, and routing.
    • Create a job alert for this search

    Customer Manager • Hong Kong HK, HK