Manager I, Technical Customer Success

Job Description: Customer Success Manager

Location - Mexico

ABOUT US

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 Singapore and Founders Fund – renowned backers of industry-shaking innovators.

Position Summary

The Customer Success Manager will play a crucial role in ensuring customer satisfaction and success through technical support, problem-solving, and proactive account management. This position requires a blend of technical expertise in telecommunications and strong customer relationship skills.

Key Responsibilities

• Assist the Technical CSM in managing a portfolio of key accounts, ensuring high levels of customer satisfaction and retention
• Provide technical support and guidance to customers on our telecom/MVNO products and services
• Collaborate with internal teams (Engineering, Product, and Operations) to resolve complex technical issues and implement solutions
• Conduct regular technical review meetings with customers to understand their needs and identify opportunities for improvement
• Monitor customer usage patterns and proactively recommend optimizations or new solutions
• Develop and maintain technical documentation, including user guides and troubleshooting procedures
• Assist in onboarding new customers and managing the technical aspects of service implementation
• Contribute to the development of best practices and standard operating procedures for the technical CSM team
• Stay current with industry trends, emerging technologies, and regulatory changes in the telecom/MVNO space

Qualifications

• Bachelor's degree in Computer Science, Telecommunications, or a related technical field
• 6+ years of experience in a technical customer-facing role, preferably in the telecommunications or MVNO industry
• Strong understanding of mobile network technologies (e.g., GSM, CDMA, LTE, 5G)
• Familiarity with telecom protocols and standards (e.g. Diameter, OSS BSS etc)
• Experience with CRM systems and ticketing tools
• Excellent problem-solving and analytical skills
• Strong communication skills, both written and verbal
• Ability to explain complex technical concepts to non-technical stakeholders
• Customer-centric mindset with a focus on building and maintaining relationships
• Dual language proficiency - English and Spanish 

Preferred Qualifications

• Knowledge of cloud technologies and their application in telecom/MVNO services
• Familiarity with regulatory compliance in the telecommunications industry
• Certifications such as ITIL, CompTIA Network+, or relevant vendor certifications