Telco Customer Success Team Manager

**BICS is connecting the world by creating reliable and secure mobile experiences anytime, anywhere.** We are a leading international communications enabler, one of the key global voice carriers and the leading provider of mobile data services worldwide.

Our solutions are essential for supporting the modern lifestyle of today’s device-hungry consumer - from global mobile connectivity, seamless roaming experiences, fraud prevention and authentication, to global messaging and the Internet of Things.

**Headquarters in Brussels with a strong presence in Africa, Americas, Asia, Europe and Middle East.** We have regional offices in Bern, Madrid, Dubai, New York, San Francisco and Singapore, a satellite office in Beijing and local representation in Accra, Miami, Montevideo, Nairobi and Toronto.

**Pioneering into the future of Next Generation communications.** We have achieved a series of World’s Firsts successes with the launch of the first LTE Roaming relation or the first VoLTE International call between Europe and Asia, to name a few.

With a diverse and multicultural team of about 600 employees, we continuously strive to provide customers with the highest level of quality, reliability and interoperability, enabling them to maximize their end-user value.

Task Description

As a Customer Success Team Manager, you provide a world class service, high value and a pre-/post-sales consultative expertise to BICS' top customers. Support and guidance are given so that it enables their success, increases the impact and adoption of BICS services and plays a critical role in driving customer retention. You lead a team that consistently engages with customers, serves as a customer advocate, manages resolution to issues or delivers projects.

Bridge the business needs of top regional customers with the headquarters (based in Brussels) technical organisation.
Customize the onboarding and the support of top regional customers by interacting with the technical experts in the HQ and the regional engineers.
Define the technical strategy to support and fulfil strategic regional sales initiative with global and regional resource management.
Handle the non-standard offering and make sure the top customers are pleased with the BICS products and services without hampering the global business standards.
Manage the regional technical team (the competences, the personal development, the performance of the people)
Motivate the regional technical team by inspiring them (team meetings, team activities, communication)
Interface with the regional top customers and the Sales in case of major incident (escalation point for the top customers and internal stakeholders)

Your Profile

You hold a university degree / Industrial engineer (Electronics, IT or Telecom) with proven communication and commercial skills or similar by experience
You have a fluent communication in English (Mandarin is a +)
You have a deep knowledge & proven experience in Mobile Telecom (min 7+ years): signalling, messaging, roaming, voice, IP
You show strong leadership and have people management skills
You are a good team player (interaction with various departments)
You are able to work autonomously

**What’s in it for you?**
- **International environment. **You will be part of an international diverse team and you will have the opportunity to make a global impact.
- **Great company culture. **You will be working in a dynamic working environment, driven by 3 core values: Think Forward, Strive for Leadership, and Achieve Together. We look after the well-being of our employees and organize internal events such as happy hours, sports and relaxation activities, parties, etc.
- **Career development. **From development plans, to trainings and internal mobility, we are committed to ensuring you have the knowledge, skills, and opportunities to maximize your potential.
- **Benefits.** We offer an attractive salary package including:

- A competitive base salary and short-term incentives
- Comprehensive insurances including hospitalization insurance, outpatient care insurance, life insurance, disability insurance and travel insurance, fully funded by BICS
- Car allowance
- A telco pack at home including free internet and a mobile phone
- Many other benefits such as 21 vacation days, homeworking possibilities, fitness subscription,