Head of Customer / Chief Customer Officer
Want to be part of the awesome Telness Tech team on our mission to make telecom a joyful experience for everyone?
Telness Tech is a rising star in the teltech space and has made a big mark in the telecoms industry since its launch in 2021. The company provides SaaS-based telecom services to MVNOs, MNOs and other telco companies that want to excel in customer happiness while reducing OPEX and enhancing innovation capacity in a highly competitive market. The company already has several customers running on its platform, launching over 11 MVNO brands last fall and establishing an international presence.
Do you want to shape a completely new category in the telecoms space globally? This is a great possibility to be part of a quickly growing scaleup where you can impact a whole industry with innovative solutions and business models.
As a result of our rapid growth, we are now expanding our management team with a Chief Customer Officer to ensure that our existing customers (mobile operators) get onboarded and grow their business in the best way possible.
The Basics of Customer Success at Telness Tech
Onboarding – Onboarding of our product to the customer. Typically, a delivery project and product scoping are done by the product-team, and then handed over to the Customer team for onboarding and best possible use, value and experience of our products and services to the customer
Customer Success – the basic principle on a revenue share model is that we don’t earn money unless the customer is selling the product to their customers (both new sales and upsell) and that the churn is low. It is our responsibility to ensure that our customers understand the product functionality and its unique selling points and that they are successful in providing the product to the end-user (everything from marketing, sales to onboarding of the end user).
Support – once the customer is up and running, they need to be able to get support on a regular basis, both technical and commercial. In Telness Tech we provide both 2nd and 3rd (tech) line support to our customers.
Your responsibilities include:
The P&L and customer experience for existing customers
Overall responsibility and management of the Customer team, including Customer Success Management and Support.
Be an active part of the Telness Tech management team, bringing experience and customer knowledge to the company
Create and execute on detailed strategies and plans for a target experience for existing customers, including;
Onboarding, launch planning and sales training with partners
Internal processes and competences to best deliver and support our product and services
Quality assurance and efficiency in customer relations and support
Create and execute on detailed strategies and plans together with existing partners on how to increase end user sales, including;
Analyse current sales performance and pain points
Work with partner management to anchor improvement points, ideas and activities
Segment focus offices and plans for these offices and salespeople
Implement and follow up on the set plan and targets monthly
Provide world class support to our customers within several different brands and solve deeper technical issues as well as more difficult problems regarding our technology
Responsibility to document and structure roadmap requirements from partners to be handed over to the product department
Taking the customers "view" and have their voice internally take the customers perspective on things
What we look for
Someone who want to be part of an exciting journey and create world class experiences!
Technical depth and commercial understanding
Great project management skills
Proactive, one step ahead in terms of seeing what needs to be done
Ability to help teams to achieve their goals (leadership experience)
High work moral and capacity
At least 10 years of work experience (we don’t want a freshman for his role)
Fluent in English
Need to be able to travel
Experience from B2B2C
Experience in the telecom industry, preferably within BSS
Experience from working with standard project management and CS tools
Entrepreneurial mindset. Not afraid to digging in :)
We offer a supportive working environment with the possibility to work remotely although we have an office in Stockholm where we meet at least once a month. The employment is full-time, starting immediately. Recruitment takes place on an ongoing basis. For more information about the position, please contact Daniel Grette, Daniel@ooakrelations.se. We look forward to receiving your application!
About Telness Tech and the holding company
Telness Tech is part of the Nordic Communications Group (NCG), which is the holding company of the highest rated MVNO in Sweden, Telness.
The company was founded in 2016 by former Telenor executive Martina Klingvall with the ambition to change the standards within the telecom industry. Since the MVNO was founded the company’s tech stack has been built with the ambition to ultimately white label its services and sell it on a SaaS model. This has resulted in a flexible and modular telco platform that can be deployed and run on any of the major cloud solutions as well as incumbent IT systems. In 2021 Telness Technologies AB was spun off from Telness with the mission to make telecom a joyful experience for everyone by increasing customer happiness and reducing operational expenditures (OPEX) through automation.
Since the launch of Telness Tech the company (NCG) has closed an 8.5m Euro Series A round, been listed on the Digital Top 50, acquired several customers on its Automated Digital Telco (ADT) platform and started its internationalization journey to become the leaders in #teltech globally.
Today, the company group consists of roughly 50 people and growing. It’s a versatile team with various interests and personalities, but we share the common traits of curiosity and authenticity. We value transparency and work actively with equality as well as customer and employee happiness. We believe that a passionate and diversified team is the foundation for success and to create the conditions for you to grow together with us!
We look forward to receiving your application!
Does this position feel like a perfect fit for you?
Does this sound interesting - or do you think you have a friend who matches the role? Apply today (or send us your tip).
Type of employment: Full time
Location: Stockholm / Remote. Our office is located at Kungsgatan 60, Stockholm.
Last application date: We receive applications on an ongoing basis.