Roaming Solutions Lead - Pre-Sales & Customer Success

Singtel Group; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Singtel is seeking a Senior Manager for Managed Roaming Pre-Sales and Customer Success. You will lead the MR Pre-Sales function and champion Customer Success for strategic accounts, owning the lifecycle from discovery to renewal.

You will act as the trusted advisor across MR Business/Sales, Product, Network, IT/MVNE, Operations and vendors to translate customer needs into scalable, secure solutions while protecting revenue and identifying growth opportunities.

Qualifications

• Bachelor's Degree in Telecommunications, Engineering, Computer Science/IT or related discipline.
• 10+ years in telecommunications with at least 5 years in Pre-Sales, Solution Engineering, Customer Success or Technical Account Management.
• Proven experience managing strategic B2B accounts and leading cross-functional teams.
• Strong international roaming experience.
• Knowledge of 4G/5G roaming, including SS7, Diameter, GTP, IPX, IMS, VoLTE/VoNR, eSIM and IMSI.
• Proven capability in solution architecture across provisioning, charging/billing, APIs and MVNE/cloud platforms.
• Experience in Customer Success governance with success plans, QBRs, metrics, incident management, RCA and service recovery.
• Experience leading RFI/RFP/SoW responses, workshops, PoC/UAT, addressing objections, sizing, costing and business-case support.
• Strong people leadership and executive stakeholder management.
• Commercial acumen, structured problem solving and crisis management.
• Ability to prioritise and collaborate across global teams.
• Understanding of roaming ecosystem, partner/vendor management, onboarding and service assurance.
• Familiarity with CRM, regulatory requirements, KYC and privacy considerations.

Responsibilities

• Lead the MR Pre-Sales team and champion Customer Success for strategic accounts.
• Own end-to-end account success from onboarding to renewal and growth.
• Develop customer success and account plans with milestones and adoption targets.
• Build relationships with customer executives and coordinate complex needs across functions.
• Qualify opportunities with the MR Business/Sales and support RFI/RFP reviews and business cases.
• Own end-to-end solution architecture for Managed Roaming and MRaaS offerings.
• Lead RFI/RFP/RFQ responses, workshops and PoCs to support deal closure.
• Coordinate across Product, Network, IT/MVNE, Security and vendors for feasibility, sizing and delivery plans.
• Coordinate incident management and escalation processes for strategic accounts.
• Identify new business opportunities within strategic accounts for upsell/cross-sell.
• Track customer success metrics including revenue, adoption, health and risks.
• Translate customer feedback into reusable solutions and roadmap priorities.
• Represent MR in strategic engagements and ensure handover between Pre-Sales, onboarding and steady-state.

Skills

Pre-Sales

Solution Engineering

Customer Success

Technical Account Management

Cross-functional Leadership

RFI/RFP

Executive Communication

Account Management

Education

Bachelor's Degree in Telecommunications, Engineering, Computer Science/IT

Tools

MVNE/cloud platforms

APIs

Job description

Singtel is seeking a Senior Manager for Managed Roaming Pre-Sales and Customer Success. You will lead the MR Pre-Sales function and champion Customer Success for strategic accounts, owning the lifecycle from discovery to renewal.

You will act as the trusted advisor across MR Business/Sales, Product, Network, IT/MVNE, Operations and vendors to translate customer needs into scalable, secure solutions while protecting revenue and identifying growth opportunities.