Strategic Roaming Customer Success Manager

Singtel Group; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Singtel Group is seeking a seasoned Customer Success professional to manage wholesale roaming accounts in a global telco context. You will serve as the primary contact for commercial and technical matters, driving satisfaction and business growth across strategic customers.

You will build strong relationships with stakeholders, lead post-sales engagements, and collaborate with Sales, Product, and Operations to deliver value, renew contracts, and expand roaming offerings worldwide.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 5+ years in telecom, wholesale roaming, or account management.
• Experience managing strategic customer accounts as main contact for commercial/technical matters.
• Excellent communication, presentation, and negotiation skills.
• Proficient with Microsoft Office; CRM or service management tools advantageous.
• Willingness to travel domestically and internationally.

Responsibilities

• Serve as the primary point of contact for assigned wholesale roaming customers.
• Own post-sales relationship for roaming wholesale accounts, ensuring satisfaction, retention, and growth.
• Build and maintain relationships with customers' commercial, operational, and technical stakeholders as trusted advisor.
• Conduct regular business reviews to discuss service performance and future initiatives.
• Lead end-to-end customer incident and escalation management with cross-functional teams.
• Monitor service performance to ensure SLA compliance and identify risks.
• Understand customers' objectives and provide strategic recommendations to maximize value.
• Identify upselling, cross-selling, and growth opportunities with Sales.
• Support contract renewals and negotiations alongside Sales.
• Lead customers onboarding and ensure successful implementation of roaming products/services.
• Provide post-sales support, including solution design discussions and technical advisory.
• Drive continuous service/process improvements with Product, Engineering, and Operations teams.
• Develop and maintain customer success plans, tracking health and initiatives.
• Prepare forecasts and manage budgeting for the Managed Roaming portfolio.
• Travel domestically and internationally as required.

Skills

Communication skills

Negotiation

Presentation

MS Office

CRM experience

Willingness to travel

Strategic account management

Education

Bachelor's degree in Telecommunications, Business, or related field

Tools

CRM tools

Service management tools

Job description

Singtel Group is seeking a seasoned Customer Success professional to manage wholesale roaming accounts in a global telco context. You will serve as the primary contact for commercial and technical matters, driving satisfaction and business growth across strategic customers.

You will build strong relationships with stakeholders, lead post-sales engagements, and collaborate with Sales, Product, and Operations to deliver value, renew contracts, and expand roaming offerings worldwide.