Job Openings

Customer Success Manager

Seattle - Remote options available

WHAT WE’RE ABOUT

At Globys we build and deliver world-class, industry-leading B2B portal solutions for the world’s largest telecom carriers, including T-Mobile, Vodafone, TELUS, CenturyLink and BT. We’ve leveraged our past success to extend our portal solution to span the entire customer journey (buy, manage, pay, analyze). Microsoft, Apple, Coca-Cola, Google, Wells Fargo, and US Navy are just a few of the 500,000+ business customers that rely on Globys’ solutions (via their carrier) to optimize the management of their mobile devices. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier’s existing data systems to create an optimized portal experience designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.

 

THE ROLE

We are seeking an experienced, technical-oriented Customer Success Manager to manage customer relationships and help manage the process and execution of our largest client’s (PCRs) Products Change Requests, Profession Service requests and support various adoption and revenue goals for Globys. Delivery of various customer KPIs are vital to our growth.

As a Customer Success Manager, you will participate in all phases of a client’s lifecycle – from pre-sales to software implementations, to continued adoption and revenue growth. You will be directly responsible for managing all of the active (PCR)s Product Change Requests, Professional Service Requests, work with the team on upsell opportunities, and drive adoption of our solution for one of our largest clients.

You will be an effective leader with a proven track record of growing Telecom and/or SaaS clients. You will rely on a highly customer-focused attitude, technical knowledge of working in the BSS space and demonstrating a proven record of successfully managing relationships in a large Enterprise Environment to ensure long-term client satisfaction and revenue growth.  Experience in managing and growing large, complex accounts is a must.

 

What you will do:

  • Work with our key clients and establish yourself as the one central point of contact for all their needs.
  • Work to facilitate PCRs for our telco client and manage the progress and execution of those requests with our internal product and engineering teams.
  • Work to meet revenue goals while maintaining customer satisfaction goals.
  • Help to identify new opportunities for the company’s offerings and be part of the team that closes those opportunities, turning leads into opportunities into new revenue.
  • Constant focus on customer satisfaction and growth, finding win-win and innovative solutions that work for all parties.

 

What you need to be successful:

  • 7+ years of relevant technical Account Management/Customer Success Management/Project Management experience.
  • Proven experience managing a large tier 1 Telecom customer for a major vendor; preferably as a CSM for a large, complex account.
  • Proven ability to understand and navigate a large, complex organization and build strong, high-quality relationships at multiple levels, within multiple functional areas (IT, product management, marketing, sales, etc.)
  • You understand the basic elements and building blocks of a SaaS or related technology solution. Prior knowledge of Telcom B2B solutions is a plus.
  • Clear and confident communication skills are required for oral written and face-to-face settings.
  • Independent, successful self-starter.

 

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