Customer Success Manager - IoT

1GLOBAL; Madrid; Presencial; COP 195.152.000 - 273.214.000; Jornada completa

Descripción de la vacante

A leading telecommunications firm in Colombia is seeking an IoT Customer Success Manager to enhance customer relationships and ensure exceptional service delivery across its IoT services. The ideal candidate has a background in telecommunications and a customer-first approach, capable of managing various priorities and leading initiatives to improve customer outcomes. Join an innovative team driving significant growth in the telecom industry.

Servicios

Growth Opportunities

Dynamic Work Environment

Professional Development

Formación

• Experience in a customer-facing role within the telecommunications industry.
• Strong knowledge of telecom service delivery and IoT customer expectations.
• Exceptional interpersonal and relationship management skills.

Responsabilidades

• Own the overall customer relationship and experience across services.
• Lead onboarding processes ensuring long-term customer success.
• Manage ongoing service delivery and act as key contact for queries.
• Coordinate with teams to resolve issues and improve outcomes.
• Conduct regular service reviews and performance reporting.

Conocimientos

Customer-facing experience in telecommunications

Knowledge of IoT and M2M solutions

Interpersonal skills

Written and verbal communication

Organizational skills

Problem-solving

Descripción del empleo

1GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world’s leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1GLOBAL connects over 43 million devices globally.

With 2024 full-year revenue exceeding US$100 million and in line to exceed US$200 million in FY25, 1GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1GLOBAL’s evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator (MVNO) in ten countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 450 experts across 15 countries.

Position Overview

We are looking for a highly motivated and customer-focused IoT Customer Success Manager (CSM) to manage and grow relationships with 1GLOBAL's IoT customers. In this critical role, you’ll be responsible for delivering an exceptional end-to-end customer experience across our telecom services, from onboarding through to ongoing service delivery and support.

As an IoT CSM, you will work closely with cross-functional teams, including Sales, Technical Support, and Product, to ensure customers derive maximum value from our solutions. You will also drive service performance reviews, lead service improvement initiatives, and act as a trusted advisor to your IoT accounts.

Key Responsibilities

• Own the overall customer relationship and experience across 1GLOBAL services for assigned IoT and eSIM B2B2C accounts.
• Lead smooth and professional onboarding processes, ensuring customers are set up for long-term success.
• Manage ongoing service delivery, acting as the key point of contact for service-related queries and escalations.
• Coordinate with internal teams (Support, Network Operations, Sales, Product) to resolve issues and improve customer outcomes.
• Conduct regular Service Reviews and performance reporting, identifying and executing Service Improvement Plans as needed.
• Build strong, long-term relationships that drive retention, growth, and advocacy.
• Monitor usage trends and customer health metrics to identify risks and opportunities for expansion.
• Champion the voice of the customer internally to influence product and process improvements.

Qualifications

• Experience in a customer-facing role within the telecommunications industry (Mobile, IoT, M2M, eSIM solutions).
• Strong knowledge of telecom service delivery, connectivity platforms, and IoT customer expectations.
• Exceptional interpersonal and relationship management skills.
• Excellent written and verbal communication; capable of delivering clear, impactful updates to both technical and non-technical stakeholders.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Comfortable leading cross-functional initiatives and influencing without direct authority.
• A proactive problem-solver who thrives in a customer-first culture

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.