Regional Customer Relations And Support Manager - Data Clearing - Remote Eligible

Regional Customer Relations Manager – CAM

This role will operate according to South American time zone working hours. Candidates are advised to confirm their alignment with this schedule before proceeding with their application. Weekly hours: 37.5 hours.

Proficiency in Spanish is mandatory.

It is required that candidates possess the right to work in South America.

Nextgen is a UK-based company that offers services to mobile operators globally. We are an expanding organization with over 300 employees and offices located in Europe, Asia, India, Egypt, and the United States. Our primary expertise lies in delivering services related to the commercial aspects of mobile roaming, specifically in data and financial clearing. Our offerings are underpinned by proprietary software, which utilizes Web and Oracle technology. The primary function of this software is to process and distribute roaming data, facilitate charge settlements between operators, and provide business intelligence applications to our clientele.

The Regional Customer Relations Manager – CAM will focus on delivering exceptional service to customers within the region. The individual in this role will also take the initiative in offering daily customer support. Engagement with Tier 1 and Tier 2 customers is a key aspect of the position, making the establishment of relationships founded on transparency and trust essential to its success.

Key responsibilities:

• Build strong and long-term relationship with customers in the region by providing excellent customer support as dedicated first point of contact for customers
• Be the first point of contact for customers and lead in migration projects from existing DCH to Nextgen Clearing
• Monitor and manage all core operational functions relating to system set-up, monthly processes, reporting management and other customer related inquiries
• Coordinate day to day support and organization of regular calls with customers
• Communicating resolutions to clients and making suggestions on how to resolve issues
• Provide follow up training for specific elements of DCH service to customers
• Endeavour to resolve all customers queries efficiently and reporting any potential challenges immediately to customer support management team
• Ensure all people management aspects in regards to individual performance and performance of team members (if any) are adhered to i.e. PP&R, Absence Management etc.
• Identify customers needs / enhancement requests and contribute to product development where relevant according to company process
• Provide weekly/monthly account status report to your Regional Manager where required
• Hold a monthly call with the customers to discuss any outstanding issues and provide customer's feedback to the head of the DCH.

The annual salary for this position ranges from $33,221 to $39,865 (USD).