Customer Success Manager - US

Customer Success Manager

Business Operations – Full Time - Remote

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.