SaaS Customer Success Manager - Telecom

As a Telecom SaaS Customer Success Manager, you will be responsible for managing customer relationships after the sales team closes the deal. Your main focus will be on ensuring a successful onboarding, driving product adoption, and fostering long-term customer satisfaction. This role requires strong knowledge of telecommunications industry practices and an understanding of telecom network architectures to effectively support customers in this sector. You will act as the primary point of contact for your assigned customers, ensuring they achieve their desired outcomes with the SaaS platform and providing guidance for optimal use.

Key Responsibilities:

• Onboarding & Implementation:
  Work closely with customers in the telecommunications industry to ensure a smooth and effective onboarding experience. Help configure the SaaS platform to fit the specific network architectures and operational needs of each customer.
• Customer Relationship Management:
  Build and maintain long-term relationships with telecom customers, ensuring regular check-ins to track their progress, address any concerns, and ensure satisfaction.
• Product Adoption & Usage:
  Proactively ensure that customers are maximizing the value of the SaaS product by providing industry-specific insights and guidance on best practices for using the platform within their telecom networks.
• Issue Resolution & Escalation:
  Troubleshoot and resolve any issues related to the product or its implementation within telecom network environments. Collaborate with technical support and product teams to resolve complex issues and ensure a smooth customer experience.
• Customer Advocacy & Feedback:
  Act as the voice of the customer by relaying feedback from telecom clients to internal teams, influencing product enhancements that benefit the telecommunications industry.
• Renewals & Upselling:
  Proactively manage the renewal process by addressing any concerns early and identifying upsell or cross-sell opportunities based on the customer's network requirements and business goals.
• Customer Success Metrics:
  Monitor customer health through key metrics like usage and satisfaction to identify at-risk accounts and take action to prevent churn. Focus on maintaining high customer retention rates.
• Customer Training & Enablement:
  Provide training and ongoing education to customers on the SaaS product, focusing on telecom-specific use cases. Ensure customers are informed of new features and how they align with their network architectures.

Qualifications:

• 2-4 years of experience in a customer success, account management, or customer-facing role within the telecommunications industry.
• Strong understanding of telecommunications network architectures (e.g., fiber, wireless, 5G, etc.).
• Familiarity with SaaS products and the customer success life cycle.
• Excellent communication and relationship-building skills, with the ability to engage and retain telecom clients.
• Strong problem-solving abilities with a focus on telecom network challenges.
• Experience using CRM and customer success platforms (e.g., HubSpot, Salesforce)
• Bachelor’s degree in telecommunications, engineering, business, or related field preferred.

Key Competencies:

• Customer-centric, with a focus on driving value and success for telecom clients.
• In-depth knowledge of telecommunications network architectures and industry best practices.
• Organized and capable of managing multiple accounts simultaneously.
• Proactive and solutions-oriented, with a focus on preventing and resolving customer issues.
• Collaborative team player with the ability to work cross-functionally to solve customer problems.

What’s In it For You

• Competitive base salary plus performance bonuses.

• Medical, Dental, Vision, Life insurance: monthly premiums are paid 100% for employee, spouse, and family! No contribution to benefit plan!
• STD/LTD insurance fully paid.
• Generous PTO with 8 paid holidays plus 2 “floating” holidays.
• Paid charity/volunteering day each year.
• Enhanced maternity leave policy (full-pay 3 months, half-pay 3 additional months) after 2 years of service.
• 401k Safe Harbor contribution, fully vested day one.
• Mentor program.
• Home office support for remote workers.
• Career development and training opportunities.
• Potential for advancement into more senior roles within customer success or other departments.

Flexible Working

We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!

Work Permits & Visas

You must already have the right to work permanently in United States.

IQGeo is not able to sponsor work permits.

About IQGeo

IQGeo™ is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium.

Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.

Salary : $80,000