Technical Customer Service Manager

**About Us**

Circles.Life is Asia’s first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion dollar industry. We launched our services in 2016 and have been rapidly gaining market share while delivering best in class customer experience. We are leading the market in innovation, customer satisfaction and growth.

We have an opening, based in Singapore, for a Tech Customer Success Manager in our Engineering function for someone who wants to gain valuable experience and exposure at a rapidly scaling telco startup. In this role you will be part of the Global Service Assurance and Technical Assistance Center team, embedded in multiple countries, driving customer success.

If successful, you will have the opportunity to work on cutting edge and niche Telco solutions, collaborate strongly with our Product teams and will have the opportunity to impact customers across APAC.

**Responsibilities**

**You will**:

- Be the customer senior stakeholders first point of contact for tech matters.
- Manage and report SLAs, SLOs, & SLIs as agreed with customer whole continuously working to bear the targets
- Be part of customer negotiations along with Growth team in matters related to Tech
- Provide stakeholders assistance throughout support and deployments periods to avoid/resolve technical issues.
- Maintaining strong accountability for project scope, cost, resource planning, monitoring, and reporting.
- Coordinate project management activities, resources, equipment and information.
- Follow-up of tasks to internal teams and external vendors and assist with schedule and delivery management
- Identifying and resolving potential conflicts in a multiple-team project environment
- Cultivate relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant technology expertise.
- Be part of the road map planning along with the Product management team

**What’s on offer**:

- Unique opportunity to be a part of innovating the telecommunications industry (Circles.Life is the only company of its kind in all of Asia).
- Opportunity to shape how the future of telco and beyond will look like.
- Exposure to the fast-paced world of high-tech start-ups.
- Attractive experience and compensation.
- Working with passionate, smart and driven colleagues in a vibrant environment.

**What we prefer**
- Must be fluent in written and spoken English
- 6-8 Years’ of Experience working in a similar Project Management or support role
- Understanding of DIAMETER, SIGTRAN, and general service, provisioning, customer lifecycle and portability flows in the Telecom industry
- Strong grasp of 3GPP, ETSI, and industry standards/protocols as applied to CS, PS, & 5GC
- Understanding of the complete project lifecycle in an IT/Telecom services environment.
- Understanding of project management methodologies like PMP & Prince2.
- Strong working knowledge of Microsoft Word, Excel, PowerPoint, Project and Visio.
- Hands-on experience with project management tools
- Strong understanding of the SDLC activities which include analysis, design, development, testing, deployment, and post-production support etc.
- Solid organizational skills, including multitasking and time-management.
- Highly adaptable problem solver with a positive can-do attitude
- Highly preferred to have hands-on experience with Business Process Mapping and tools
- Knowledge of Agile/Scrum will be a bonus.
- Experience working in a regional setting and liaising with stakeholders in a regional setting is a plus.