Job Purpose

• Customer Success Management mapped towards Customer Journey in Lightstorm is pivotal function and key differentiator to the success of Lightstorm.
• Overall, this role is responsible and accountable for managing the end – to – end customer lifecycle for Lightstorm with a singular focus of delivering the best in class customer experience and act as customer advocate

Duties & Accountability

• Manage allocated accounts and ensure consistent nurturing   of accounts for growth and development
• Closely working with the PMO (Project management Office), SEG team and other stake holders’ team for the timely execution of network  & service improvement plans.
• Ensure the successful implementation of Service assurance strategy, responsibilities, and deliverables.
• Establish frameworks and standards for improvement plan as applicable; conduct regular reviews with teams and management.
• Create / customize the progress reports as per execution / customer requirements.
• Act as a problem solver, working closely with customers to ensure resolution of any issues or escalations within timelines, with skill and efficiency.
• Consistently exhibiting a high level of commitment as a Customer Success Manager by taking ownership of accounts and showing unwavering dedication.
• Skillfully demonstrating efficiency and responsibility in offering support, with the ability to identify appropriate escalation points when necessary.
• Actively pursuing and implementing improvement strategies to elevate client satisfaction levels.
• Cultivating and sustaining a strong emotional bond with clients through proactive and focused relationship management practices.
• Responsible for Service Assurance within defined TAT and SLA as per the AOP & Customer requirement.
• To work closely with Planning, SEG & Field team to establish, monitor & ensure correction of the activated link performance.
• Stay updated on industry trends, telecom technologies, and best practices to provide valuable insights and recommendations to customers.
• Conduct regular business reviews with customers, showcasing the value and impact of our services and identifying areas for improvement or optimization.
• Identify and collaborate with the sales team for upsell/ cross-sell opportunities and facilitate transitions following initial or follow-on deployments.
• Work with sales and business teams to provide inputs on customer growth strategy, drive financial and strategic targets for minimizing churn and boosting incremental value.

Personal Attributes

• Foster and promote a culture of respectfulness and customer centricity.
• Demonstrate high standards of work ethic and act as a role model within the organization.
• Highly intelligent and articulate.
• Be highly inquisitive and continually seeking to understand and learn.
• Be highly analytical and metrics driven.
• High attention to detail.
• Personal values of impeccable honesty and trustworthiness.
• Proactive and self-motivated, with the ability to work independently
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with customers.
• Strong problem-solving and conflict resolution abilities.

Key Stakeholders

Internal

• Employees who work for the organization and are directly involved in the project or program.
• Community members or advocacy groups who may be affected by the organization's actions or decisions.
• Functional Heads

External 

• Shareholders or investors who have a financial interest in the success of the organization.
• Customers or clients who use or benefit from the organization's products or services.

Qualifications & Experience

• BE/BTech (Preferred branch Electronics & Telecommunications)
• 10+ years’ experience in specific key skills, domain.
• Experience working with Telecom service providers/IT/OTT players/ISP. Basic understanding of network technologies and network.
• Good understanding of telecom services /Products and enterprise customer requirements
• In-depth understanding of telecom network operations and NOC services.
• Ability to understand technical concepts and effectively communicate them to non-technical stakeholders
• Proven experience as a Customer Success Manager or in a similar customer-facing role within the telecom industry.

About the Company

Lightstorm is building infrastructure for hyperscale networking in South Asia and Southeast Asia to accelerate the region's growth and spur innovation in the digital economy. We are a pioneer in building a first-of-its-kind utility-grade resilient fiber network, SmartNet, in several countries in the region. A trusted partner of several Fortune 500 companies, Lightstorm is creating a robust foundation of digital infrastructure to create new sources of value and differentiation for businesses.

Lightstorm is backed by I Squared Capital, a global infrastructure- focused private equity fund.

Want to know more?

Feel free to write to us and let’s get to know one another!

careers@lightstormtelecom.com