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About the role
Key responsibilities & impact- Lead the success, retention, and growth of a portfolio of strategic customer accounts, with accountability for customer outcomes, value realization, and long-term partnerships.
- Act as a trusted senior advisor to customer stakeholders as primary point of contact executing day-to-day commercial activities, including executive-level contacts, leading strategic reviews and success planning.
- Define and drive customer success strategies aligned to customer business objectives, contractual commitments, and organizational goals.
- Own customer health, performance metrics, and SLA outcomes; proactively manage risks, escalations, and complex issues to resolution.
- Identify and drive expansion, renewal, and optimization opportunities, partnering closely with sales, account management, and leadership teams.
- Support cross-functional collaboration across operations, product, finance, and service teams to ensure high-quality delivery and continuous improvement.
- Mentor and support Customer Success Managers and Account Managers, providing guidance on account strategy, performance management, and best practices.
- Deliver executive-level reporting, insights, and recommendations on account performance, risks, and growth opportunities.
- Contribute to customer success strategy, process design, and service model evolution to improve retention, customer satisfaction, and revenue outcomes.
- Lead, develop, and mentor a high-performing team of Account Managers and Customer Success Managers, setting clear performance expectations and standards.
- Act as a point of escalation and guidance for complex customer, commercial, and delivery challenges, ensuring timely and effective resolution.
- Drive knowledge sharing, best practices, and consistent ways of working across the team to strengthen execution quality and scalability.
- Provide regular coaching, feedback, and performance reviews, supporting professional development and readiness for increased responsibility.
- Foster a collaborative, accountable, and results-driven team culture aligned with Optasia’s commercial and customer success objectives.
Requirements
What you’ll need- Minimum 8 years of proven experience in B2B Account Management, preferably within the Telecoms or Fintech industry.
- Minimum 4yrs Telecoms industry experience
- Strong understanding of the cultural, political, and regulatory landscape in the assigned market(s).
- Bachelor’s degree
Benefits
Comp & perks- 💸 Competitive remuneration package
- 🏝 Extra day off on your birthday
- 💰 Performance-based bonus scheme
- 📲 💻 All the tech gear you need to work smart
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Health ManagementSLA Outcomes ManagementRisk ManagementExecutive-Level ReportingAccount Strategy Development
Soft Skills
MentoringCollaborationCoachingProblem-SolvingCommunication