Service Delivery Manager - Customer Success


Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 17 Mar 2020

Main Responsibilities of the role

Truphone is building a Customer Success team to handle its emerging and rapidly growing eSIM and IoT product portfolio and customer base. This team is accountable for ensuring these customers have an excellent experience with Truphone from the contract signature to in-life operations. The team operates autonomously and its members are obsessed with automation. While we develop solutions and tools, we also work with our partners and internal stakeholders to onboard and support our customers throughout their lifecycle taking the opportunity to transform those methods in system based processes whenever possible. We end up building and managing close relationships with some of the largest device manufacturers and network operators in the world. We want to help the customer to achieve more with Truphone!

We are looking for a talented and experienced customer facing Service Delivery Manager to join the Truphone Customer Success Team. Your goal will be to provide an outstanding customer service to our Customers by developing effective customer service procedures, setting customer satisfaction goals and promoting high-quality standards and continuous improvement. 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 will be delighted to welcome you to team.

Key Responsibilities

Main advocate for customer satisfcation.

  • Manage the service level agreements and the relationship with the customers;
  • Regularly meet the customers to share with them SLA compliance status and review current open cases;
  • Act as an Escalation Point for the customer;
  • Maintain accurate records and document all customer service activities and discussions;
  • Create effective customer service procedures, policies, and standards;
  • Ensure team is responding to customer service issues in a timely manner;
  • Ensure compliance with the agreed SLA's, through monitoring of the service, monitoring of indicators and taking corrective measures in the event of deviation from;
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis;
  • Hire and mentor new support engineers;
  • Identify new business opportunities/new customer needs;
  • Keep ahead of industry's developments and apply best practices to areas of improvement;
  • Promote continuous service improvements.

Skills and Experience Required

Demonstrated track record in improving operational performance and managing customer satisfaction.

  • Previous experience in customer facing project management or service delivery experience;
  • Bachelor's degree or equivalent work experience;
  • Experience in Telecom IT and/or Engineering;
  • Good understanding of management practices and techniques;
  • Excellent leadership and interpersonal skills;
  • Strong client-facing and communication skills, with the capability to communicate at multiple levels in the organization;
  • Ability to work in complex environments (multi-cultural/multi-country/geographically distributed teams);
  • Ability to work under pressure, with a sense of responsibility and accountability for decisions taken;
  • Working knowledge of customer service software, databases and tools;
  • Advanced in English, both written and oral;
  • Experience with Agile Methodologies is a plus.
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties