Senior Customer Success Manager, SEA

Telesign is hiring a Senior Customer Success Manager to deliver on all customer success management activity for Telesign’s enterprise and strategic clients in the SEA region. This includes managing the post-sale customer engagement and ramp through deployment of the contracted services and growing the relationship thereafter.

The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction.

What you'll do

Responsible for supporting customers during ramp, complex troubleshooting situations and other operational matters via e-mail, phone, and other industry leading tools Support internal teams with customer escalations to ensure timely feedback and resolution Drive and maintain high customer satisfaction of Enterprise and Strategic clients partners Identify additional use cases and upsell opportunities with assigned clients through continuous account management discussions, account planning and thorough understanding of client’s business challenges and goals Partner with Sales team in identifying cross-sell opportunities for account expansion with new products Create and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trends Acquire general understanding of APIs and development tools necessary for troubleshooting Monitor route quality using internal tools and escalate issues to downstream vendors if required Maintain knowledge of the industry and Proximus Global’s product offerings to effectively support clients Work on adhoc and special projects assigned by Regional CS Leadership