Customer Success Manager - Telecom

Company Summary

Telecommunications and utility operators are “Building better networks” with IQGeo’s award-winning software solutions. The ability to powerfully model any network requirement, integrate every system and data source, and support field and office teams with continual innovation is helping operators create the networks of the future. Our solutions ensure greater cross-team collaboration and process efficiency throughout the network lifecycle, from planning and design to construction, operations, and sales.

Job Summary

As the Customer Success Manager for enterprise software in the telecom industry, you will work closely with Tier 1 and Tier 2 clients to ensure they achieve success and derive maximum value from our solutions. Your primary responsibilities include onboarding new customers to our platform, driving platform adoption, and ensuring ongoing customer satisfaction. You'll actively engage with clients to promote usage and foster long-term relationships, acting as their advocate within the company.

As a strategic partner to our customers, you will help them leverage our platform to meet their business goals. You will manage multiple accounts throughout various stages of the customer lifecycle, requiring strong organizational skills and a deep understanding of our product offerings. Energetic, creative, and self-motivated, you excel at identifying customer needs and positioning our solutions to ensure their continued success and growth.

Duties/Responsibilities

• Manage all post-sales activity for enterprise telecom customers: Drive success through strong relationship-building, in-depth product knowledge, strategic planning, and flawless execution.
• Maintain a deep understanding of IQGeo products: Effectively communicate and tailor product functionality and features to meet the evolving needs of both your direct customers and your team’s accounts.
• Develop joint success plans with customers and your team: Collaborate with both your direct customers and the IQGeo team to create and implement comprehensive success plans. These plans should focus on driving adoption, high-value use cases, and smooth organizational change management.
• Increase customer usage and engagement: Conduct regular check-in calls for tactical initiatives and lead strategic business reviews to align customer objectives and desired outcomes. Ensure these reviews are leveraged across the IQGeo team to increase efficiency.
• Strategic partnership with Sales, Product and Professional Services: Develop scalable frameworks for collaborating with Sales and Professional Services to integrate IQGeo into customers’ core architecture.
• Collaborate closely with Product and Engineering teams: Take a proactive role in identifying, prioritizing, and tracking product improvement requests.
• Function as the senior customer advocate: Serve as the internal champion for your customers, providing strategic input on how IQGeo can enhance the customer experience. Collaborate with cross-functional teams to continually improve processes, offerings, and communication.
• Travel up to 30%: Provide both in-person support for key customer relationships and oversight of IQGeo’s client interactions, ensuring alignment on objectives and a personal touch on high-value engagements.

Required Skills/Abilities

• Over 5 years of experience designing middle and last mile fiber networks.
• Experience with PON architecture options
• Experience with cellular converged networks a plus
• Knowledge of Point to Point, Ring and path diverse routing
• Direct experience of FTTH construction business processes
• Experience using CAD or GIS fiber design tools
• Comfortable addressing business and technical stake holders
• A passion for business process optimization and problem solving

Education

• Bachelor’s degree or Telecom equivalent experience

Flexible Working

We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!

Work Permits & Visas

You must already have the right to work permanently in Canada.

IQGeo is not able to sponsor work permits.

About IQGeo

IQGeo™ is based in Cambridge, UK with regional offices in the United States, Canada, Belgium, Germany, Malaysia, and Japan. We are supported by a global network of highly skilled partners. Originally founded as Ubisense Ltd in 2002, the IQGeo brand was launched in January 2019 after the company was split into two separate businesses. Led by a team of geospatial technology pioneers, the IQGeo Platform software was first launched in 2010 and has an impressive pedigree in the telco, communications, and utility industries. In 2020, IQGeo acquired OSPInsight, a provider of fiber network management software, and in 2022 IQGeo acquired Comsof, a world leader in automated network design, headquartered in Belgium.

Today, IQGeo is the leader in introducing modern web and mobile geospatial applications into the communications and utility industries.