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IoT Customer Lifecycle Manager

Role Overview

The IoT Customer Lifecycle Manager is responsible for the end-to-end lifecycle of Console Connect IoT and Wholesale Mobility customers from customer on-boarding to on-going service management. The focus is to nurture client relationships and ensure that customers achieve their desired outcomes while using IoT and other Console Connect products and services.

 

Key responsibilities

  • Work with customer and internal teams to facilitate customer on-boarding including platform information sessions, customer documentation, and handover to operational teams
  • Bridge the gap between sales and customer support, which includes helping customer on-boarding, handling customer complaints, spotting any upselling opportunities and providing feedback to other teams for potential enhancement.
  • Build customer loyalty and develop close, long-term client relationships. Proactively work with customers such as suggesting innovative ways to use Console Connect.
  • Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence together with Product, Solution Management, Sales/PreSales, and other Operational teams.

 

Deliverables and KPIs

  • Define and implement on-boarding and lifecycle processes
  • Understand customer pain-points and feed them back to other teams
  • Ongoing service management
  • KPIs include time to first commercial deployment, customer satisfaction and additional products/services deployed in lifecycle

 

Requirements

  • Engineering or Business degree/diploma with a minimum of 10 years’ experience in telecommunications or related industry.
  • Comfortable with working with APIs
  • Able to communicate in both verbal and written English; Cantonese and/or Mandarin would be considered a plus.
  • Familiar with mobile network concepts including mobile performance, network integration, and billing/provisioning workflows.
  • Familiar with fixed network concepts including software defined networking, OSI layers, and routing.

 

Ref ID:  56484
Location: 

Hong Kong, HK, HK

Business Unit:  PCCW Global
Full Time/ Part Time:  Full Time
Job Function:  Business Management
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