Customer Service Manager

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.

Role Summary

Key Responsibilities

·In depth/Expert Knowledge of Mavenir’s portfolio of products or similar products

·Ability to document technical issues in English or local customer language

·Strong communication verbal and written skills in English to manage internal and customer leadership team

·Manage Mavenir’s solution in the customer network with holistic end to end oversight of the customers network strictly adhering to standards of operational support standard of the company

·Develop comprehensive execution plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all support phases, from initial handover through maintenance life cycle.

·Monitor network stability and availability KPIs continuously and make detailed scheduled reports on measurable items for driving customer governance engagement

·Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.

·Support the bid process for the assigned customers, analyze economics of operational opportunities and provide actionable feedback relating to cost benefit and return-on-investment standards.

·Propose and implement modifications in networks, including meeting with customer and internal stakeholders to plan, approve and implement beneficial changes.

·Responsible for the customer’s change management activities to drive delivery of any corrective content, new functionality in an operationally safe model.

·Drive acquisition of resources and materials as needed before and during maintenance life cycle by talking with customers, team members, managers, and in-house technical leadership.

Anticipate details of future projects by communicating directly with customers and staying informed

Job Requirements

Essential:

• A four-year degree (bachelor’s degree or the global equivalent) in Electronics or Telecommunications or equivalent and at least three years of in Network Maintenance, Operations and/or Technical Support
• Leadership skills
• Technical Domain skills in either Packet Core, Radio, IMS Core, NFVI & SDN
• Persuasive, influential, passionate communication mastery
• Integration and technical support experience is a plus
• Self-motivated well-organized individual who can prioritize work and handle multiple tasks
• Ability to handle stressful situations and exhibit good decision-making skills
• Ability to interact with a variety of people and work well with others in a fast-paced environment
• Ability to work with little supervision and make good business decisions
• Ability to learn independently
• Business savvy

Desirable:

• Five years or more of telecommunications experience
• Three years or more of IMS / 4G / 5G experience

• Customer Focus
  • Adaptability
  • Manage Execution
  • Foster Open Communication
  • Search to Learn Continuously
• Skills
  • Technical Knowledge of Mavenir’s portfolio of products or similar
  • Communication
  • 4G/5G Products/Networks
  • Team Management
  • Customer Relationships
  • Project Management

Accessibility

Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.