Consultant/Manager - Customer Success - Telecom

- 5-10 years of progressive experience in Management Consulting or in High tech industry (for the latter, looking for SMEs in renewals and/or customer success)

- Good understanding of pricing & engagement models, contracts & service levels, customer success and renewals best practices, operations & support management for CMT clients

- Assessment of as-is operating model for customer success across the dimensions of customer on-boarding, customer support, adoption, account management and renewals

- Designing of targeting operating model for Customer Success including customer experience and journey mapping, organization design and GTM strategy

- Define transformational initiatives and design implementation plan from customer acquisition to renewals including customer training, professional services packages design, customer support channels and tools, adoption improvement, churn management, up-sell/cross-sell opportunities and retention rate reduction

- Drive Customer Success/Renewals transformation programs with experience in value tracking & reporting, metrics & KPI design, business case, SOPs, project management, governance and PMO