Sr Customer Success Manager
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end lifecycle management of customer network and service delivery, including incident and escalation management.
Monitor and ensure SLA adherence and track service delivery performance.
Serve as primary escalation point coordinating across internal teams (TAC, Engineering, Logistics) and external stakeholders (Customers, Partners) to meet customer objectives.
Minimum Requirements
12+ years of experience in telecom, ISP, or large-scale enterprise network operations managing B2B/Enterprise customer technical operations or service delivery.
Bachelor's degree in Engineering (ECE, Computer Science, IT, Electrical) or Postgraduate degree such as MBA in Telecom Management/Operations/Systems.
Knowledge of telecom networking products, WAN/LAN infrastructure, and protocols like BGP and MPLS.
ITIL Foundation/Professional certification for service lifecycle and incident/problem management.
Ideal Candidate Profile
Experienced in managing complex, customer-facing technical operations across telecom or ISP environments with a focus on service delivery and assurance.
Skilled at multi-stakeholder coordination and escalation management including external partners and internal teams for operational governance.
Proficient with SLA monitoring, incident resolution, and lifecycle governance of hardware/software assets in network environments.