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
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\xc2\xb0 Motion)
Establish a cadence to keep internal and external stakeholders updated on business and operational progress with periodic review sessions.
Requirements
Min 5+ years in telecom industry in a customer engagement role, preferable proven strong Services and Customer facing role experience
Excellent communication & presentations skills
Ability to influence through persuasion, negotiation, and consensus building
Ideal a combined background of both pre-sales and post-sales experience
Strong analytical skills and a deep understanding of value drivers in recurring revenue business models with ability to translate data into meaningful insights.
Relentless passion to drive business growth
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.
Results-driven mentality, with a bias for speed and action and a relentless passion for increased revenue and growth
Interface and manage all levels of a matrix global organization
Proven track record of working directly with customers under exciting circumstances.