Customer Success Manager (APAC) – Telecoms (International Carrier Services)

Scicom MSC Berhad; Kampung Cendana; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Medical Insurance provided

Attractive salary package

Performance related allowance

Other allowances

Job summary

BICS in Malaysia is seeking an experienced telecom leader to head Customer Success for key APAC customers, overseeing signaling, roaming, data, IoT and Cloud services. You will guide regional delivery, manage escalations, and build long-term partnerships with Telco and Enterprise clients.

The ideal candidate has a strong international carrier services background, can lead technical teams, and communicates effectively with senior stakeholders.

Qualifications

• Solid background in international telecom/carrier services.
• Experience in service delivery, technical account management, and customer success.
• Proven ability to lead technical teams and manage complex customer environments.
• Strong English communication and stakeholder management.

Responsibilities

• Ensure world-class service delivery across APAC with regional priorities.
• Act as CTO-like interface for customers and internal teams to align on strategy.
• Support APAC customers across BICS’ carrier services: signalling, roaming, data/IPX, IoT and Cloud.
• Influence regional investment decisions: PoPs, Cloud infra, network capacity and services.
• Proactively manage complex escalations to protect satisfaction and continuity.
• Coordinate cross-functional teams to deliver measurable outcomes.
• Liaise between delivery teams and business stakeholders to remove roadblocks.
• Lead and develop the regional technical team and foster a customer-focused culture.

Skills

Telecom domain expertise

Customer success leadership

Technical account management

Stakeholder management

English communication

Education

Bachelor's degree in Telecommunications or Engineering

Job description

About the Role

BICS is looking for an experienced telecom professional to lead Customer Success activities for key customers across the APAC region.

This is a technical, customer-facing leadership role supporting BICS’ extensive range of international telecom services, including signalling, roaming, data, IoT and Cloud.

The successful candidate should bring a solid background in international telecom/carrier services, together with the ability to lead technical teams, manage complex customer environments and build strong relationships with senior stakeholders.

Working closely with commercial and technical teams, you will ensure seamless service delivery, proactively manage escalations, and develop long-term strategic partnerships with Telco and Enterprise customers.

Your Responsibilities

• Ensure, together with the regional technical team, world-class service delivery across APAC, translating BICS’ global strategy into clear and actionable regional priorities.
• Act as a CTO-like technical and operational interface for customers and internal peers, building executive alignment across Telco and Enterprise segments.
• Support key APAC customers across BICS’ international carrier services, including signalling, roaming, data/IPX, IoT and Cloud, ensuring operational approaches are aligned with customer needs.
• Influence strategic investment decisions for regional customers, including Points of Presence, Cloud infrastructure, network capacity, and service extensions.
• Proactively manage complex technical and service escalations before they impact customer satisfaction, service continuity, or business performance.
• Orchestrate operational support across APAC by identifying priorities, driving measurable outcomes, and ensuring strong coordination across technical, operational, and commercial teams.
• Act as the primary liaison between technical delivery teams and business stakeholders, removing roadblocks, improving processes, and ensuring both technical and business objectives are achieved.
• Lead, coach and develop the regional technical team, creating a strong team spirit, clear accountability, and a customer-focused service culture.

Your Profile

Essential Experience

• Solid background in the international telecom industry, particularly Signalling, Roaming, Data/IPX or other international carrier services.
• Strong technical foundation within telecom networks and services.
• Experience working with mobile operators, international carriers, wholesale telecom providers, or similar telecom environments.
• Strong customer-facing experience, ideally managing complex technical relationships with telecom operators or enterprise customers.
• Experience in service delivery, technical account management, network operations, or customer success within telecommunications.
• Strong people-management experience, including leading and developing technical or service teams.
• Demonstrated experience managing critical incidents, escalations, SLAs, and service-performance issues.
• Ability to translate complex technical issues into clear business actions and customer-facing solutions.
• Excellent English communication and stakeholder-management skills.
• University degree in Telecommunications, Engineering or a related discipline, or equivalent professional experience.

Technical Knowledge

Strong knowledge in several of the following areas is expected:

• International Roaming
• Signalling, including SS7 and Diameter
• IPX / GRX and international Data services
• Mobile Core Networks
• IoT / M2M connectivity
• Cloud-based telecom services
• VoLTE / 4G / 5G services
• Network and service performance management

Additional Advantages

• Experience working with international wholesale telecom providers.
• Experience across multiple APAC markets.
• Knowledge of Chinese/Mandarin is an added advantage.

What We Are Looking For

This role requires a strong combination of telecom technical expertise, international carrier-services experience, customer relationship management and people leadership.

The ideal candidate is comfortable discussing complex technical topics with engineers while also engaging confidently with senior customer and business stakeholders. They should be proactive, commercially aware, customer-oriented and able to operate effectively in a highly international environment.

The package:

• Attractive salary package
• Performance related allowance for confirmed staff
• Other allowances
• Medical Insurance provided