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.