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Tier-1 brand, generalist CSM title, mid-level experience, metro location, and broad skill requirements raise competition.
Deep telecom, networking, and service-lifecycle expertise required makes industry background highly important and less transferable.
Mandatory 4+ years, required ITIL4, telecom product expertise and networking fundamentals create strict shortlisting filters.
Manage long-term relationships with global enterprise customers ensuring retention, satisfaction, and high Net Promoter Scores (NPS).
Oversee service performance, contract management, escalations, and lead monthly/quarterly service reviews across telecom and digital services.
Drive commercial impact by identifying cross-sell/upsell opportunities, optimizing service delivery, and supporting service lifecycle across sell–build–run phases.
Minimum 4 years experience in customer-facing Customer Success roles internationally.
Technical knowledge required in telecom products like Fixed Line, Mobility, Cybersecurity, SD-WAN, IoT, SaaS, Cloud, and Unified Communications.
ITIL 4 certification mandatory with strong understanding of service lifecycle management.
Work Experience Required: 4+ years in relevant customer success roles.
Experienced in managing senior stakeholder relationships with multinational and public sector clients across multiple regions.
Technically proficient in networking fundamentals (SDH, DWDM, MPLS, LAN/WAN), commercially aware with ability to interpret P&L.
Skilled in data analysis and automation tools (Power BI, SQL, Python preferred) to drive service improvements and digital transformation.