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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