Customer Success Manager

Evolving Systems is seeking a strategic customer success professional to maintain and grow its business within the Telecom industry. The Customer Success Manager (CSM) will be assigned to specific customers in the Northern Africa Region (but not limited to) and responsible for Customer planning and sales execution to meet or exceed Evolving Systems’ growth plans from this key territory.

This position is needed to maintain revenue and margin with the designated customers while positioning and closing upsell opportunities. It will also complete customer needs analysis and present Evolving Systems’ value proposition to these customers. The Customer Success Manager will work closely with Pre-Sales, Product and Marketing, Business Development Representatives, and Project Delivery teams.

PROFILE & KEY RESPONSIBILITIES:

You have a tangible track record of 5-10 years of sales working with software and services within the Telecom sector. Ideally, you have an in-depth knowledge of SIM, eSIM, Activation, Provisioning, Customer Analytics, Campaign Management, Loyalty Programs or other Data-Driven Marketing technology, with direct Telco experience. Experience in Digital is particularly attractive.

Responsibilities:
• Relationship and governance management for assigned customers.
• Develop strategy, tactics, and growth plans for assigned customers.
• Understand customer business pain points and KPIs that are established to meet their business objectives.
• Working collaboratively within a team selling environment and building strong customer relationships.
• Articulating and presenting Evolving Systems value proposition to assigned customers.
• Develop C-level relationships with assigned customers.
• Identify and qualify opportunities in meeting with C-level key decision makers to obtain executive sponsorship in pursuit of the sale.
• Position Evolving Systems’ value proposition, demonstrating business benefits and ROI differentiating Evolving from its competitors.
• Achieve and strive to exceed assigned customer revenue and margin targets.
• Strictly adhere to the published Evolving Systems sales process.
• Complete all administrative assignments comprehensively and on time
• Represent Evolving Systems professionally and ethically
• Travel-related business activities can be up to 3 to 4 days a week in assigned territory

Requirements

• Fluency in English and French is mandatory.

• Minimum 5 years of proven experience in a software technology company managing and selling to the Telecom industry

• Track record of meeting and exceeding targets.

• Understand Communications software, with a prior employment history in this space selling solutions such as SIM, Provisioning, Activation, BSS solutions (like CRM, Billing, Charging, PCRF, SON, etc.), IoT Platform/Applications, Campaign Management Solutions, Big Data and Loyalty and other such related software.

• Understanding of network architectures (LTE, 5G) is considered a very strong plus.

• Ability to build C-level relationships directly with customers.

• Solid business acumen and understanding of the complexities of business and customer needs.

• Ability to understand at a high level the technical value proposition and then translate it into a business value position (i.e. consultative sales approach for selling solutions).

• Ability to bring various teams together and lead an account-based campaign.

• Ability to accurately forecast and report opportunities.\

• Ability to work autonomously and succeed with minimal supervision.

• Driven team player with a strong work ethic.

• Strong planning and organisational skills.

• Ability to travel both domestically and internationally

• Excellent communication, interpersonal and presentation skills.

• Creative ‘out of the box’ thinker.

• Exceptional work ethic, self-motivated, driven and a strong desire to succeed.



KEY PERFORMANCE MEASURES:



• Winning upsell business with existing customers.

• % of sales achievement vs. quota.

• Rate of renewal of existing business.

• Customer Bid-to-Win ratio.

• Support Regional Sales teams for new logo bids