Senior Customer Success Manager

2 weeks ago

Singapore Tutela Technologies Full time

**Who we are...**

Tutela is a leading provider of telecom data and insights. Trusted by telecom brands around the world, Tutela helps clients understand and improve network speeds and network coverage, and build better networks in the areas that need it most.

**How you will make an impact**

Tutela is looking for a committed individual to join our Network Solutions Customer Success Team. If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you

As a Senior Customer Success Manager, your role is responsible for delivering the highest possible level of service to our existing and trial enterprise accounts. Through a consultative approach, you enjoy working with data and providing a variety of creative solutions. Clients will look to you for technical guidance and for advice in addressing their product usage and needs. This position will directly with our Sales team to grow our commercial client’s portfolio.

This position is an integral part of the team and will have a direct impact on the business by providing customer product feedback and improvements to the engineering team.

**What you will do...**
- Communicate the full range of technical capabilities of Tutela dashboard to commercial clients
- Work with existing clients to expand relationships and to secure renewal
- Lead key customer relationships throughout their engagement with Tutela
- Advocate for customers with respect to internal Tutela initiatives
- Utilize Tutela’s products and tools to investigate data, product, and other issues
- Document known solutions to the internal and external knowledge base
- Submit well-documented bugs and feature requests arising from customer escalated issues
- Partner with engineering teams in prioritizing and resolving customer requests

**Desired Knowledge, Skills & Abilities**
- Demonstrated aptitude to learn in a fast-paced environment
- Strong work ethic and problem-solving skills
- Exceptional sense of organization and attention to detail
- Can work independently or in a team
- Strong writing and communication skills
- Ability to plan work to meet deadlines and unexpected situations and/or requests
- Build and maintain solid business relationships with clients

**Experience**
- Post-secondary education in a relevant field
- Some experience in a technical support role or similar function
- Experience working in a fast-paced, entrepreneurial environment
- Experience in writing and troubleshooting SQL queries

**Nice to have**
- Fluent in English, oral and written
- A second language would be an asset
- Experience working with big data
- Experience with BigQuery or another data warehouse

**Follow us**:
**AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER**

Tutela Technologies strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Equal Opportunity / Affirmative Action Employer.

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