Manager SME Relationship Management Telco
Manager SME Relationship Management Telco
Posted on :
13-02-2025
Employer Active
1 Vacancy
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Job Description
About the Role
The Manager SME Relationship Management will be responsible for building and leading a structured customer engagement strategy to drive retention and longterm business growth.
This is not a sales role it is focused on relationship management customer engagement and retention. The ideal candidate has experience leading relationship management teams particularly in financial services telecom or technologydriven environments serving SMEs.
Key Responsibilities
1. Customer Relationship Management & Retention
- Build and execute a structured customer engagement process to foster strong relationships with SME customers.
- Oversee a network of relationship managers who serve as trusted advisors for customers.
- Ensure customers experience continuous value leading to high retention and satisfaction.
- Track and analyse customer health metrics ensuring proactive engagement with atrisk customers.
- Develop tailored strategies to increase Month1 and Month2 retention driving sustainable growth.
2. Customer Success & Support Strategy
- Develop personalised engagement playbooks that ensure customers are wellsupported throughout their journey.
- Collaborate with customer support to identify and resolve recurring customer pain points.
- Maintain a deep understanding of customer needs and proactively provide insights that enhance their experience.
- Ensure every customer receives the right level of guidance at key touchpoints.
3. Team Leadership & Process Optimisation
- Recruit train and manage a team of relationship managers focused on customer success.
- Set clear KPIs for engagement product adoption and retention rates.
- Continuously refine processes to improve and scale customer relationship management.
- Drive execution at speed ensuring that relationship managers move with urgency to unlock value for customers.
4. Revenue Expansion
- Identify opportunities for additional value creation within the customer base.
- Implement strategies for expanding customer spend over time through upsells and feature adoption.
- Ensure relationship managers recommend relevant product features based on customer needs.
Key Success Metrics
Your performance will be measured by:
- Customer Engagement Rate percentage of customers actively interacting with relationship managers
- Month1 & Month2 Retention Rate percentage of customers renewing after one month and two months.
- Customer Satisfaction Score Measured via NPS & feedback surveys
- Revenue Expansion Increased customer spend over time through deeper product usage.
Requirements
- 7 years experience in SME Relationship Management or Customer Success
- Proven experience leading and managing relationship managers working with SMEs.
- Strong customer engagement and retention expertise with a focus on longterm relationship building.
- Excellent process management and execution skills able to implement structured engagement strategies at scale.
- Datadriven mindset ability to track and optimise engagement and retention metrics.
- Deep understanding of how SMEs adopt and use digital financial or communication products.
- Strong leadership skills able to drive execution while motivating a distributed team.
Benefits
Salarygross monthly
Hybrid work mode
Be part of a fastgrowing startup with a Silicon Valleyinspired ethos.
Lead a pivotal stage of the customer journey with measurable impact on growth.
Collaborate with a dataobsessed innovative team that values simplicity and common sense in every approach.
Competitive compensation and longterm career opportunity
Employment Type
Full Time
Key Skills
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