Executive Customer Success

PTCL.Official; Karachi Division; Hybrid; PKR 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Hybrid work model

6 months maternity leave

30 days paternity leave

Job summary

PTCL is seeking a Customer Success professional to manage enterprise accounts, drive onboarding, adoption and service continuity. You will develop success plans, monitor health metrics and conduct business reviews with clients and internal teams.

The role requires collaboration across Sales, Operations, and Product, with a focus on high levels of customer satisfaction and retention in a hybrid work environment.

Qualifications

• BSc in Telecommunication, Electrical, Electronics Engg. or Computer Science.
• 1–2 years of experience in Telecommunications/ICT/Customer Ops.

Responsibilities

• Manage a portfolio of assigned enterprise customers, ensuring onboarding, adoption and service continuity.
• Develop and execute customer success plans, monitor account health, and improve retention.
• Conduct regular engagement sessions, reviews, and address action items with stakeholders.
• Coordinate with Sales, Service Delivery, Operations, Technical Support, Projects and Product Management to ensure seamless service.
• Maintain customer documentation, health scorecards, engagement records, risk registers and dashboards.

Education

BSc Telecommunication/Electrical/Electronics Engg./Computer Science

Tools

CRM systems

Job description

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability

PTCL Vision & Values

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

To manage the day-to-day execution of customer success activities for assigned enterprise accounts by driving customer engagement, service coordination, solution adoption, and proactive issue resolution. The role works closely with internal teams to deliver a consistent customer experience, improve customer satisfaction, and support retention and account growth.

HOW CAN YOU EXPRESS YOUR TALENT

• Manage a portfolio of assigned enterprise customers, ensuring successful onboarding, solution adoption, service continuity, and realization of expected business outcomes.
• Develop and execute customer success plans aligned with customer objectives, proactively monitoring account health and implementing engagement plans to improve retention and satisfaction.
• Conduct regular customer engagement sessions, including operational reviews, service performance meetings, and business reviews, ensuring timely closure of action items.
• Coordinate with cross-functional teams including Sales, Service Delivery, Operations, Technical Support, Projects, and Product Management to resolve customer issues and ensure seamless service delivery.
• Maintain accurate customer documentation and reporting, including customer success plans, health scorecards, engagement records, risk registers, and executive dashboards to support informed decision making.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

• BSc Telecommunication/Electrical/Electronics Engg./Computer Science.
• 1 to 2 years.
• Telecommunications/ICT/Customer Ops

PTCL family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.