Customer Relationship Manager

We are at the beginning of a once in a generation moment where powerful brands have come together to create one united force.

Our team consists of experienced professionals who invite you to bring your boldness and stand out as we connect our people and communities with the latest technology and innovative thinking.

The role of Customer Success Specialist is responsible for delivering exceptional end-to-end customer experiences and service lifecycles for telecoms estates.

With a focus on personalized service management, improvement and development, the CSS will lead customer-centric projects, provide spend analytics, conduct service reviews and support VIP escalation management.

As an account lead, the CSS will drive customer growth and new service/sales opportunities by developing close and meaningful relationships with their customer key stakeholders and understanding customer business objectives.

Responsibilities:

1. Deliver bespoke service requirements and national account teams in the delivery of projects across customer onboarding / service delivery & billing / technical support
2. Identify and implement personalized service enhancements, procedure improvements and governance plans in line with allocated customer requirements.
3. Support allocated customer IT&T teams with all day-to-day activities and life services
4. Provide effective whole-of-life services for allocated customers including catalogue management, provisioning, billing support, reporting, troubleshooting & customer escalations
5. Develop deep, long-term relationships between TPG Telecom and senior customer stakeholders through cross-functional collaboration
6. Educate allocated customers on products and services across fixed, mobility and IoT product portfolios to ensure maximum value from investments and drive increase in product usage adoption
7. Maintain effective customer contact through regular structured meetings and deliver formal business performance reviews monthly/quarterly as required
8. Design and implement new processes/procedures while identifying new opportunities
9. Challenge the status quo with a focus on customers and profitability
10. Employ a strong pragmatic approach to incident and event management, particularly under pressure, leading the customer focus in all restorative and resolution activities in a collaborative manner across customer onboarding / service delivery / technical support issues - and driving improvements
11. Work location based on-site at customer premises as required

Key Skills and Qualifications:

• Proven relationship management skills within customer and cross-functional team environments
• Ability to deal with high-pressure situations and changeable environments, flexibility, resilience, and tenacity
• Build outstanding relationships with customers and peers alike, forward-looking with a holistic approach
• Exposure or participation in business change business process improvement, acute business commercial acumen and understanding of organisational issues and challenges
• Excellent presentation, organisation, and communication skills (written and oral)
• Experienced in developing customer-facing reports
• Emotional resilience, including the ability to work effectively and efficiently under pressure
• Exposure to sales environments within IT&T industries is desirable
• Understand technology and be able to discuss technical issues
• Microsoft Office Suite, Salesforce & Siebel CRM software experience advantageous to the role

Benefits:

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs.

You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different and what brings us together.

We want you to bring your true self to work and feel like your contribution matters.

We encourage ambition in everything we do, from telco solutions to customer experience, to community impact.

You will have real opportunities to take charge and take control.