Job Description

How you will make an impact… Tutela is looking for a committed individual to join our Network Solutions Customer Success Team. If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you! The role can be remote, we have a hub in Singapore but are open to candidates in Malaysia, Indonesia, and Singapore!
As a Senior Customer Solutions Manager, your role is responsible for delivering the highest possible level of service to our existing and trial enterprise accounts. Through a consultative approach, you enjoy working with data and providing a variety of creative solutions. Clients will look to you for technical guidance and for advice in addressing their product usage and needs. This position will work directly with our Sales team to grow our commercial client’s portfolio.
This position is an integral part of the team and will have a direct impact on the business by providing customer product feedback and improvements to the engineering team.
What you will be doing...

• Communicate the full range of technical capabilities of Tutela dashboard to commercial clients
• Work with existing clients to expand relationships and to secure renewal
• Lead key customer relationships throughout their engagement with Tutela
• Advocate for customers with respect to internal Tutela initiatives
• Provide email, web, chat, and phone support to Tutela customers and partners
• Utilize Tutela’s products and tools to investigate data, product, and other issues
• Document known solutions to the internal and external knowledge base
• Submit well-documented bugs and feature requests arising from customer escalated issues
• Partner with engineering teams in prioritizing and resolving customer requests

Desired Knowledge, Skills & Abilities

• Demonstrated aptitude to learn in a fast-paced environment
• Strong work ethic and problem-solving skills
• Exceptional sense of organization and attention to detail
• Can work independently or in a team
• Strong writing and communication skills
• Ability to plan work to meet deadlines and unexpected situations and/or requests
• Build and maintain solid business relationships with clients

Experience

• Post-secondary education in a relevant field
• Some experience in a technical support role or similar function
• Experience working in a fast-paced, entrepreneurial environment
• Experience in writing and troubleshooting SQL queries

Nice to have

• Fluent in English, oral and written
• A second language would be an asset
• Experience working with big data
• Experience with BigQuery or another data warehouse

About Us Together, three leaders in the telecom industry; Comlinkdata, Tutela and Opensignal, have recently come together to accelerate their mission of advancing connectivity for all. As a trifecta, we’ve created data and analytics solutions that deliver new levels of understanding about customers’ true network experience and what is really happening in the market so communications providers and other industry stakeholders can constantly optimize their actions.
Our solutions already create extraordinary outcomes for many top communications brands around the world and will create even more exciting opportunities as we bring them together in the future, uniquely enabling operators to link their network experience and market performance in a way that has never before been possible. With offices in London, Boston and Victoria, British Columbia, we are truly international, with employees working across four continents and representing over 25 nationalities.

Benefits: We believe we are stronger when we not only celebrate our many differences, values, and voices but include them in everyday practice. Having a diverse and inclusive culture is essential, which is why we offer a flexible approach to work-life balance, operating in a remote-hybrid way. We’ll help you get set up with the essentials you need to work from home or the office. We also offer an attractive range of additional benefits, including:

• 
  
• Competitive compensation packages
• Comprehensive group benefits package and company sponsored retirement savings plan (details depend on your country of work)
• Professional development opportunities: education reimbursement, facilitator-led training, workshops, knowledge bites (internal learning talks) and more!
• Generous holiday allowance, sick leave, parental leave, flexible working culture and the opportunity to work from abroad
• Charity matching, paid time off for community volunteering, mentorship, and DE&I program/committees
• Regular virtual and in-person events and socials
• We’ll support you to set up an effective home office environment

We would like to thank all applicants for your interest; however, only candidates selected for an interview will be contacted.
For other career opportunities with Tutela Technologies, visit: https://www.tutela.com/careers
AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER Tutela Technologies strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Equal Opportunity / Affirmative Action Employer.