Customer Success Manager
Do you want to shape a completely new category in the telecoms space globally? This is a great opportunity to be part of a quickly growing scaleup where you can impact a whole industry with innovative solutions and business models.
Telecom is lacking behind other industries in terms of innovation and digital transformation. However, telco operators plan to invest £16 million in tech transformation over the next three years in fields such as cloud hosting and SaaS services. In Telness Tech our vision is to become the leaders in #teltech by fulfilling our mission to make telecom becomes a joyful experience for everyone.
Since the launch of the MVNO Telness in 2016 and now Telness Tech, we’ve always strived to offer the most user-friendly products available in the market.
As a result of rapid growth, we are now expanding our team with a Customer Success Manager to ensure that our customers get onboarded and grow their business in the best way possible.
The Basics of Customer Success at Telness Tech
Delivery – delivery of our platform products to the customer branded in their visual identity. Typically, a project is scoped together with the customer to plan how the product is supposed to look. These implementation projects are run jointly with the delivery team.
Customer Success – the basic principle of 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 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 and the 2nd line support is an important gatekeeper towards our developers. 1st line support is usually handled by our customers themselves.
Your responsibilities include:
Onboarding, launch planning and sales training with partners
Physical presence at partner offices to conduct training and provide support
Send out and analyse Net Promoter Score analysis and act on findings
Responsibility to document and structure roadmap requirements from partners to be handed over to the product department
Create detailed strategies and plans together with existing partners on how to increase end user sales including
Analyse current sales 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
Update the resource centre in terms of material and structure. Update the playbook for sales of the end user products based on feedback and learnings
Update onboarding material based on feedback
Responsible for communication channels for tips and tricks on how to sell various products such as cloud PBX, Mobile (subscriptions) and IoT (M2M cards)
What we look for
Great project management skills
Proactive, one step ahead in terms of seeing what needs to be done
Extrovert that is not afraid to ask other people for help and make sure that they do their job on time.
Good people skills, likeable both internally and externally
High work morale and capacity
At least 5 years of work experience (we don’t want a freshman for his role)
Fluent in English
Need to be able to travel on a regular basis (biweekly)
Sales, Structure and Process oriented as a person
Experience from B2B2C
Good technical knowledge
Preferably experience in the telecom industry or in similar SaaS solutions
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 Sophie Cloarec, firstname.lastname@example.org. 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 40 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 Medborgarplatsen 25 Stockholm.
Last application date: We receive applications on an ongoing basis.