Engineering Manager - Customer Success

Technology

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 23 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 an Engineering Manager to join the Truphone Customer Success Team in Portugal. The Engineering Manager is the person we trust in and to whom we delegate the successful delivery of a service from planning to ongoing operations focused on the customer and promoting high-quality standards with continuous improvement. We value strong engineering profiles that are excellent with problem-solving and that express great customer focus through fantastic leadership skills. If you have great ambitions and are 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
  • Implements the required structure and methodologies that deliver the demand generated from business needs;
  • Establishes and maintains highly autonomous and productive multi-disciplinary engineering teams;
  • Keeps the team engaged and business aware;
  • Hires, manages and develops team members;
  • Drives solutions that delight customers and scale globally;
  • Iterates with Project Managers to translate the customer scope, strategy and requirements into an executable roadmap;
  • Iterates with Service Delivery Managers to ensure all operation tasks are being handled with the right priority and meeting the agreed SLA;
  • Evolves the team maturity to be on par with the non-functional and functional state-of-the-art;
  • Communicates transparently to the whole business;
  • Reaches out to other teams and works towards alignment and overall continuous improvement;
  • Acts as a beacon of excellence and as an employee of reference;
  • Promotes the Truphone brand internally and externally.

Skills and Experience Required

  • Track record of having past team members referring as a technical leader and manager.
  • Previous experience in a similar position;
  • Great understanding of management practices and techniques;
  • Excellent leadership and interpersonal skills;
  • Strong client-facing and communication skills, with the ability 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;
  • Experience in Telecom IT and/or Engineering;
  • 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