Customer Success Manager

Customer Success Manager

Mexico - Business Operations – Full Time - Hybrid

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.

Job Description

For this position, OXIO is looking for a Customer Success Manager who is skilled in overseeing the company's relationship with its most important customers. We are looking for an independent and resourceful individual who is passionate about sales and has a keen interest and curiosity in business. You will be responsible for obtaining and keeping long-term key customers by understanding their requirements. The job requires building strong relationships with strategic clients and maintaining them. You will be able to identify needs and requirements to promote our company's solutions and achieve satisfaction for both parties, as well as contribute to maintaining and growing our business to achieve long-term success.

Key Responsibilities

Promoting OXIO services in assigned client portfolio

Developing strategies to increase penetration of OXIO services in assigned clients

Working closely with your client to always have an accurate up-to-date revenue forecast

Establishing and managing your clients’ SIM forecast

Promoting value-added services to increase share of wallet in the assigned client portfolio

Establishing anti-churn strategies

Achieving sales objectives

Develop trust relationships with a portfolio of major clients to ensure they do not turn to the competition

Acquire a thorough understanding of key customer needs and requirements

Ensure the correct products and services are delivered to customers in a timely manner

Serve as the link of communication between key customers and internal teams

Resolve any issues and problems faced by customers and deal with complaints to maintain trust

Plan and execute Quarterly Business Reviews by coordinating with Senior Executives on both the client and OXIO’s side

Play an integral part in generating new sales that will turn into long-lasting relationships

Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics

Oversee the billing process for your clients, making sure that invoices are accurate and comply with contracts

Responsible for timely payment collection from your portfolio, assuring a smooth and efficient invoice to payment process

Key Qualifications

Previous experience as key account manager, preferably in a Telecom or technical SaaS environment

Experience in Sales and providing solutions based on customer needs

Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels

Excellent organizational skills

Ability in problem-solving and negotiation

BSc / BA in Business Administration, Sales or other relevant fields

Experience leading Customer Experience transformation work or Customer Success programs

Experience building positive relationships and influencing others

Success leading and coordinating teams to ensure perfect engagements with clients, partners, and sales teams

Ability to shift from developing high level strategies to effective execution, influencing at every level and driving decisions through appropriate collaboration

Can suggest / explain OXIO technologies and solutions, able to convey sophisticated ideas in a clear, concise manner

Motivates, encourages and continually develops team members while managing conflict effectively

Experience creating and understanding KPI reports while being able to interpret business insights to drive decision making

Ability to forecast based on historical data to provide the company with an outlook of expected sales in the coming years

Fluent in Spanish and English

What We Offer

Competitive salary and stock option incentive program

Company paid healthcare

Flexible work arrangements

Company sponsored team-lunches and company retreats

International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup

A diverse and inclusive team.

We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics.

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