Wholesale - Junior Customer Success Manager

Expereo

  • Barcelona
  • Permanente
  • Tiempo completo
  • Hace 16 días
  • Solicite fácilmente
We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises, wholesalecarrier partners and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.A Wholesale Junior Customer Success Manager at Expereo plays a pivotal role in overseeing the customer service experience of our major wholesale partners. You will provide service management support across multiple customers focusing on owning, managing and resolving issues. This role requires an action oriented, proactive approach to managing service operations, acting as a key liaison between customers, internal teams and global service providers.Responsibilities:Here are how your day-today responsibilities of the role will look like, but are not limited to:Working in partnership with and supporting the Wholesale Account Management team:
  • Provide short term service management to any Expereo Wholesale customer as needed, ensuring they stay informed and supported.
  • Step in when needed to take ownership of service issues, working with both the customer and internal teams to resolve problems quickly and effectively.
  • Conduct regular service reviews (Monthly or quarterly) providing insights into service performance, improvement initiatives and future service enhancements.
  • Take ownership of complex service problems—such as billing discrepancies or high-fault-rate customer sites—and drive resolution through targeted improvement plans.
  • Track service performance against agreed SLAs and KPIs, spotting issues early and fixing them.
  • Act as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teams.
  • Drive operational efficiency by identifying opportunities for automation, process optimisation and continuous service improvement.
RequirementsWhilst having worked in the Telecom and Networking sector before would be advantageous, it is not essential. We are looking for proactive, task orientated individuals who enjoy problem solving, are results driven and want to work in a fast moving, client facing environment.We are looking for candidates with the following key attributes.
  • Strong analytical skills with ability to interpret data, identify trends and drive data-driven decisions
  • Experience of working across internal business processes and developing go to contacts/stakeholders is preferred.
  • A proactive and entrepreneurial mindset with a focus on continuous improvement.
  • Self-starter, able to operate independently and take the initiative
  • Proven experience of working within a client facing role is essential.
  • Ability to anticipate customer needs, proactively addressing concerns and ensuring long term satisfaction.
  • Excellent communication and stakeholder management skills, with the ability to interact at all levels of an organisation. (English with additional European languages a plus).
  • Ability to take on constructive feedback and integrate it into your daily tasks
  • Familiarity with ITIL best practices and service management frameworks is advantageous.
Benefits
  • Private Health Insurance
  • Pension Plan
  • Paid Time Off
  • Performance Bonus
Beyond the JobWe’re proud of our focus on as well as the passion we display for the communities where we live and work.EEO (Equal Employments Opportunities) Statement:Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.

Expereo