TAM & Delivery Manager

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TOMIA

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

Telecommunications • SaaS • Enterprise

TOMIA is a company specializing in innovative roaming services for mobile network operators. The company offers a range of products and solutions such as VoLTE Roaming, 5G Roaming, and IoT Roaming, all aimed at maximizing revenues and reducing costs for operators. TOMIA's services include Steering of Roaming, Campaign Management, and Real-Time Anti-Fraud measures to ensure secure and efficient roaming operations. Their comprehensive portfolio of roaming value-added services ensures accurate visibility, control, and automation for the world's leading operators. TOMIA is committed to advancing global communications by adapting to new technologies like VoLTE, 5G, and IoT.

📋 Description

• Act as the senior point of contact for strategic customer accounts • Drive customer onboarding, implementation and adoption of MACH services • Lead service delivery governance and customer review meetings • Own customer escalations and coordinate resolution activities • Collaborate with R&D, Product, Operations and Support teams to improve customer outcomes • Lead, coach and develop TAM & Delivery team members • Identify opportunities for service optimisation, upsell and expansion • Monitor customer health, usage trends and operational performance • Ensure successful delivery of projects, upgrades and new services • Develop customer success plans aligned to customer business objectives • Provide strategic guidance on product usage, operational processes and industry best practices • Manage delivery plans, milestones, risks, dependencies, change requests and implementation governance • Coordinate cross-functional teams to deliver projects on time, within scope and aligned to customer expectations • Set team objectives, expectations and development plans • Conduct one-to-ones, provide feedback, support performance management and identify coaching or training needs • Ensure effective resource planning, coverage and escalation paths across priority accounts and projects

🎯 Requirements

• 7+ years in Technical Account Management, Customer Success, Service Delivery or Project Delivery roles • Experience managing enterprise customers in a software, SaaS or telecommunications environment • Strong customer-facing and stakeholder management experience • Experience managing complex projects and service delivery engagements • Proven ability to manage escalations and operational issues • Experience working with globally distributed teams • Experience leading, coaching or line managing customer-facing delivery or technical teams • Roaming, clearing or telecommunications industry experience highly desirable • Knowledge of GSMA standards, TADIG, BCE and roaming settlement workflows highly desirable • Experience working with MNOs, MVNOs or telecom service providers highly desirable • Experience with operational reporting, analytics and customer success metrics highly desirable • Familiarity with managed services environments highly desirable • Exceptional customer relationship management skills • Strong project and programme management capability • People leadership, coaching and performance management • Ability to bridge commercial, operational and technical discussions • Strong problem-solving and escalation management skills • Data-driven decision making • Effective communication with executive and operational stakeholders • Strong negotiation and influencing skills • Ability to thrive in a fast-paced international environment