The Customer Success Specialist at Blue Wireless will serve as the main point of contact for customers throughout their service lifecycle, ensuring long-term satisfaction and managing onboarding, support, and service reviews. This role also involves project management responsibilities, coordinating internal teams to deliver services on time and to specification while optimizing customer profitability and operational efficiency.
What You'll Do
- Act as the main point of contact for customers throughout their service lifecycle from installation to in-life support
- Manage the on-boarding process for new (large) customers
- Build reporting capabilities to give customers insight in our services, deliveries and offerings
- Manage customer service review cycles, brief customers on service improvements and changes
- Monitor customer satisfaction and maintain positive, long-term relationships by understanding their needs and ensuring their expectations are met
- Manage customer communications related to service escalations, outages, or changes
- Assist with billing inquiries, and contract renewals where needed
- Plan and coordinate larger customer-facing projects
- Align internal teams (sales operations, service delivery, network engineers) to deliver services on time and to spec
- Track project timelines, milestones, and issues and ensure smooth handovers
- Maintain project documentation and ensure all stakeholders are informed of status and changes
- Ensure compliance with regulatory requirements and safety standards
- Identify and mitigate risks proactively to avoid project delays or service disruptions
What We're Looking For
- Have at least 3 years of related working experience
- Have a good understanding of IT services & IP network
- Have good inter-personal skills, along with effective communication skills
- Have excellent English communication skills
- Be flexible, able to work in a small team on a range of tasks
- Be organized and accurate
Nice to Have
- Have Project/Service Management qualifications (Prince/ITIL)
- Additional languages are a plus
Technical Stack
LTE/5G, Starlink technology, IP network
Team & Environment
- Part of a global professional team
- Cross-functional collaboration with sales operations, service delivery, and network engineers
Benefits & Compensation
- Part of a global professional team of networking solution experts
- Opportunity to make a difference, in helping with the development of the role and the business
- Many career development opportunities as the company grows and evolves
- Work with great managers, in an ideal workplace, while doing meaningful work
- Surrounded by highly supportive peers in a healthy working environment
- Hybrid working approach offering flexibility on where and how to work
- Experience office culture while having the convenience of working from home
Work Mode
Hybrid role with locations in Singapore, Australia, Malaysia, Netherlands, UK, and United States. Flexibility to work from home and collaborate in office spaces; employees encouraged to experience office culture as much as possible.
Blue Wireless (part of Wireless Logic Group) unites and brings people together by leading with a lens of diversity, equity, and inclusion in everything we do. The company aims to reflect the world’s diverse voices both internally and externally to ensure success in its mission.
