Head of Customer Success - eSIM and IoT

Head of Customer Success - eSIM and IoT
Technology
Main Purpose of the role

Our mission is to enable simple mobile connectivity for any device, anywhere in the world.

Truphone is actively seeking an experienced service delivery and service management leader to lead our Customer Success team for our emerging and growing eSIM and IoT portfolio. We know how valuable your customer focus, problem-solving and leadership skills are to Truphone's success. If you excited about building and leading the delivery of innovative products and services to high profile customer accounts then we we will be delighted to welcome you to team.

As the Head of Customer Success, you will be responsible for building and managing close relationships with some of the largest device manufacturers and network operators in the world. You will lead a team that works tirelessly with our partners and internal stakeholders to onboard and support our customers throughout their lifecycle. You will be accountable for ensuring these customers have an excellent experience with Truphone from the contract signature to in-life operations.  

You will have a passion for finding innovative solutions to optimise the customer experience that will scale through development of smart processes, tools and automation. 

Key Responsibilities

• Lead a team
• Driving successful delivery and use of Truphone products and services for our customers
• Manage onboarding of new customers, pilots and trials with customers.
• Develop and manage a customer success strategy
• Explain the vision and application of Truphone's products and services for customers in partnership with Product and Marketing
• Lead and develop a a team to work with customers to understand their problems and align with the contract and it's execution
• Collaborate with Sales team to find additional business & up-sell opportunities.
• Develop communication plans, resources and plans with customers
• Team responsible for on-boarding into In-life Business As Usual.
• Proactively drive the end to end customer experience and satisfaction as a customer advocate.
• Establish Service review framework and service improvement initiatives for customers
• Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP)
• Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for Truphone.

Skills and experience required

• Minimum 5 years of customer facing account management or service delivery experience.
• Bachelor's degree or equivalent work experience.
• Managing a team
• Experience in operations, product or sales
• Excellent communication, facilitation, and negotiating skills.
• Demonstrated understanding project management processes, strategies and methods.
• Ability to manage competing and evolving priorities. There will often be more than you can do in a day so you need to continually make sure you have the right priorities and focus.
• Excellent time management and organizational skills.
• Strong sense of customer account ownership.
• Experience working in a high-level collaborative environment.
• Account management experience applying analytical thinking and problem-solving skills.
• Ability to predict challenges and seek to proactively head-off obstacles.