Account & Service Manager (Roaming, eSIM)

Drive customer experience and growth with a focus on managed roaming services, connectivity, and eSIM solutions. The role involves building and maintaining relationships with clients, managing existing accounts, driving renewals and upsell opportunities, supporting client onboarding, analyzing client data, and collaborating with various teams to align client needs with company offerings. The role is designed for a strategic thinker with extensive telecom sales experience and a deep understanding of the telecom landscape 

• Manage Existing Accounts: Maintain and nurture relationships with current clients to ensure their needs are met and they are satisfied with our services. Act as the primary point of contact for all client inquiries and issues.
• Renewals and Upsell: Drive the renewal process for existing accounts, ensuring timely contract renewals. Identify and pursue upsell opportunities to expand the scope of services provided to clients.
• Client Onboarding: Support the onboarding process for new clients to ensure a smooth transition and integration of our services.
• Data Analysis and Reporting: Analyze client data to provide insights and recommendations for account growth and improvement. Stay informed about market trends, technological advancements and industry developments to identify potential growth opportunities.
• Collaboration: Work closely with the sales, marketing, and product development teams to align client needs with company offerings and ensure a cohesive approach to account management.
• Client Relationship Management: Forge and nurture strong, long-lasting relationships. Understand client needs and tailor solutions to meet their specific requirements, with a focus on roaming outsourcing, eSIM, and travel industry applications. Deliver exceptional customer service and ensure client satisfaction throughout the whole delivery chain. Gather and analyze client feedback to continuously improve our services and client satisfaction. Focus on improving customer satisfaction scores, such as NPS (Net Promoter Score).
• Efficiency via Automation: Identify and implement automation opportunities to drive efficiency in account management processes, ensuring streamlined operations and enhanced service delivery.
• Vendor Management: Establish and maintain relationships with the platform vendors (e.g. Kore) to ensure the timely delivery of high-quality service. Monitor vendor performance and address any issues that arise to ensure alignment with company goals and standards.