Position: Senior Manager (Customer Success)

Location: Tokyo, Japan 

About Circles

Founded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, helping telco operators launch and operate successful digital brands through its offerings.

Having pioneered a successful blueprint for disrupting the telco space in Singapore, Circles has since launched its own digital telco, Circles.Life, in Singapore, Taiwan and Australia. Circles has also partnered with other telco operators to launch digital services, enabling our partners to accelerate growth and capture market share within a short period of time.

Today, Circles is partnering with operators in 14 countries to deliver delightful digital experiences to millions of people through our businesses.

We are backed by global investors such as Sequoia, Warburg Pincus, EDBI and Founders Fund – renowned backers of industry-shaking innovators.

 

Job Description:

The Senior Manager, Tech Customer Success at Circles.Life operates at the exciting intersection of Customer, Engineering, Operate. You will be responsible for engaging with key stakeholders in driving business outcomes on ground. You would require having the technical understanding of complex telco integration, 3GPP and APIs, discuss and handle the production requirement and issues working with customers and internal teams. Your key partners here would be leaders from Engineering, Operate and Product teams. You would be required to have a good grasp of requirements, customer expectations and the end user experience in the market for what is offered in our product. Ensuring success for our customer and end users is at the core of your success in the role.

 

As a key member of our team, your responsibilities include:

• Understand expectations from customer and internal capabilities and find the right balance to maximize returns for customer
• Be across commitments and deliverables and prompt about managing expectations with customer
• Primary point of contact for customer for commitments delivery on Engineering and Operate
• Actively respond to production requirements and challenges at engineering and customer interface
• Understand the product features and performance as seen by end user and drive necessary priorities with product and engineering team
• Analysis of feedback and issues faced by end users and help to pursue solutions to drive lower costs of support and better customer experience
• Participate in tech discussions that will have exposure of 5G, APIs, Integrations, BSS and other Telco functions
• Build good collaborative relationships with engineering, operate and product teams on one hand and customer key stakeholders
• Provide required support to leadership for sharing insights around customer success strategies, progress, analysis of key trends and accomplishments. Ensure accuracy and timeliness of information flowing to customers
• Stay close to the changes being made to platform, ensure customer is in sync with them and understand the impact of the same on production
• Join operate team in incidents to ensure impact is mitigated, stay connected with customer team on progress
• Shares ownership of metric NPS, measured through App performance and customer experience metrics based on features delivered and support provided
• Shares mean time to acknowledge/detect/repair with engineering who owns this metric
• Shares the KPI of minimizing communication gaps and escalations
• Contributes to overall process improvement to be more effective in our engagement with customers and internal stakeholders
• Passionate about data, evidence based conversations and drive closures and actions
• Lastly, puts customer at the center in all his endeavors through this role

 

Requirements:

Must Have

• A degree in Technology
• Passionate about communications, engineering, operations and collaboration models
• Staunch believer in continuous self-improvement
• Multitasking, Strong follow-up, negotiation skills and ability to deal with work pressures
• Curious mind, Ask questions and Learn - tools, processes that are required to deliver outcomes for customer success
• Pick up signals in environment that risk customer success and drive necessary action within internal stakeholders
• Analytical skills and problem solving
• Exceptional oral and written communication skills in Japanese and English
• Location: Tokyo

Nice to Have

• Research capabilities
• Experience working in a fast paced multicultural environment, especially startups
• Previous exposure to telco industry 

What’s on offer:

Circles.Life provides a great environment and platform for employees to build their career. In this role, you can expect:

• Unique opportunity to be a part of the digital disruption in telecommunications (Circles.Life is the only company of its kind in all of Asia!)
• Autonomy in the role and in managing your own portfolio
• Exposure to the fast-paced world of high-tech startups
• Attractive experience and compensation
• Working with passionate, smart and driven colleagues in a vibrant environment