Regional Customer Relations Manager – CAM

The Regional Customer Relations Manager – CAM will provide excellent service and support to Tier 1 and Tier 2 customers in the region. Key responsibilities include building strong relationships, leading migration projects, monitoring operational functions, coordinating daily support, providing training, logging defects, and collaborating with global teams to meet KPIs and SLAs. The role also involves resolving queries, managing team performance (if applicable), identifying customer needs, and reporting account status.

Must Have

• Build strong and long-term relationship with customers.
• Be the first point of contact for customers.
• Lead migration projects from existing DCH & FCH to Nextgen Clearing.
• Monitor and manage all core operational functions.
• Coordinate day to day support and organisation of regular calls.
• Provide follow up training for specific elements of IOTRON service.
• Log all defects and new requirements in On Time tool.
• Provide timely update and feedback to customers.
• Collaborate closely with supporting operation and product teams.
• Ensure contractual and internal KPIs and SLAs are met.
• Report the status on all customers in the region.
• Resolve all customers queries efficiently.
• Report any potential challenges immediately.
• Ensure all People Management aspects are adhered to.
• Identify customers needs / enhancement requests.
• Contribute to product development where relevant.
• Provide weekly / monthly account status report to Regional Manager.
• Liaise with roaming partners for timely resolution of queries.

Good to Have

• Additional languages

Description

The Regional Customer Relations Manager – CAM will aim to provide excellent service to customers in the region. The role holder will also take the lead at providing customer support on a daily basis. The role will interact with Tier 1 and Tier 2 customers and therefore building relationships based on transparency and trust is an essential part of the role

Key Responsibilities

• Build strong and long-term relationship with customers in the region by providing excellent customer support as dedicated first point of contact for customers
• Be the first point of contact for customers and lead in migration projects from existing DCH & FCH to Nextgen Clearing
• Monitor and manage all core operational functions relating to system set-up, monthly processes, reporting management and other customer related inquires
• Coordinate day to day support and organisation of regular calls with customers
• Provide follow up training for specific elements of IOTRON service to customers
• Log all defects and new requirements in On Time tool and providing timely update and feedback to customers Collaborate closely with the supporting operation and product teams in Hongkong, Europe and India to ensure contractual and internal KPIs and SLAs are met at all times Report the status on all customers in the region to customer support management team
• Endeavour to resolve all customers queries efficiently and reporting any potential challenges immediately to customer support management team
• Ensure all People Management aspects in regards to individual performance and performance of team members (if any) are adhered to i.e. PP&R, Absence Management etc.
• Identify customers needs / enhancement requests and contribute to product development where relevant according to company process
• Provide weekly / monthly account status report to your Regional Manager where required
• Liaise with roaming partners for the timely resolution of queries

Annual Salary:

The annual salary for this position ranges from $33,221 to $39,865 (USD).

Requirements

Experience, Key Skills & Personal Attributes

• 5+ years GSM industry experience and knowledge of roaming requirements is preferred (either from a mobile operator or pier vendor)
• Ability to learn quickly
• Finance background with a good knowledge of sales, purchase ledger function and finance reporting
• Excellent communication skills (verbal and written including report creation and presentation)
• English and Spanish language proficiency (additional languages a bonus)
• Team player
• Well organised and ability to priortise your own work
• Excellent organisational / project management skills with the ability to prioritise / escalate effectively
• A resourceful self-starter
• Excellent people management skills (if people management role)
• Professional credibility and integrity
• Ability to build confidence and trust in relationships
• Strong analytical skills