About Company
Mauritius Telecom (MyT) stands as the leading provider of converged telecommunications and ICT services in Mauritius. With a rich history spanning decades, MyT has been at the forefront of connecting people and businesses across the island and beyond. We are a dynamic and innovative organization committed to delivering world-class services, including fixed-line, mobile, internet, and enterprise solutions. Our mission is to enrich lives through communication and technology, fostering an inclusive digital society. We believe in empowering our employees to excel and grow within a collaborative and forward-thinking environment. At MyT, we are not just a telecom company; we are a vital part of Mauritius’s digital transformation, dedicated to sustainable development and customer-centric excellence. Join us in shaping the future of connectivity.
Job Description
Are you a passionate advocate for customer satisfaction with a proven track record in fostering strong client relationships? Mauritius Telecom (MyT), the leading telecommunications provider in Mauritius, is seeking a dynamic and results-driven Customer Success Manager to join our dedicated team in Mahebourg. In this pivotal role, you will be instrumental in ensuring our customers achieve maximum value from our services, driving loyalty, and contributing significantly to our continued growth in the rapidly evolving digital landscape.
As a Customer Success Manager at MyT, you will be the primary point of contact for a portfolio of our most valued customers, acting as a trusted advisor and strategic partner. Your mission will be to proactively engage with clients, understand their evolving needs, and guide them through their journey with MyT’s innovative products and services, ranging from high-speed internet and mobile solutions to advanced enterprise connectivity. This involves developing a deep understanding of their business objectives and how MyT’s comprehensive offerings can help them achieve those goals. You will be responsible for orchestrating successful customer onboarding experiences, diligently managing account health, anticipating potential issues, and strategically identifying opportunities for upselling and cross-selling relevant solutions to enhance their digital experience. Ultimately, a key focus will be on maximizing customer retention and minimizing churn through proactive engagement, exceptional service delivery, and building enduring relationships.
This role demands a proactive approach to problem-solving, a deep understanding of customer pain points, and the ability to articulate complex technical and service information in an accessible and compelling manner. You will be the bridge between our customers and our internal teams, ensuring customer feedback is heard and acted upon swiftly. You will collaborate closely with various internal departments, including sales, technical support, product development, and marketing, to ensure a seamless and superior customer experience across all touchpoints. Your insights will be crucial in informing product enhancements and service improvements, truly representing the voice of the customer within MyT’s strategic decision-making processes. We are looking for someone who can not only react to customer needs but also anticipate them, developing long-term strategies for customer success. If you thrive in a fast-paced environment, possess exceptional interpersonal and analytical skills, and are dedicated to empowering customers to succeed while driving business growth, we invite you to apply. Join MyT and become a key player in shaping the future of telecommunications in Mauritius, ensuring our customers remain at the heart of everything we do, powering the digital island nation forward.
Key Responsibilities
- Serve as the primary point of contact and trusted advisor for a portfolio of assigned customers.
- Develop and maintain strong, long-lasting customer relationships, understanding their business needs and objectives.
- Proactively engage with customers to ensure successful onboarding, adoption, and ongoing satisfaction with MyT products and services.
- Monitor customer health, identify at-risk accounts, and implement strategies to mitigate churn.
- Identify opportunities for upselling and cross-selling additional MyT solutions to meet evolving customer requirements.
- Act as a liaison between customers and internal teams (Sales, Support, Product) to resolve issues and communicate feedback.
- Conduct regular business reviews with customers to review progress, showcase value, and plan future strategies.
- Contribute to the development of customer success best practices, playbooks, and processes.
- Provide product demonstrations, training, and ongoing education to customers as needed.
- Track and analyze key customer success metrics to report on account health and identify areas for improvement.
Required Skills
- Bachelor's degree in Business, Marketing, IT, or a related field.
- Minimum of 3 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the telecommunications or technology industry.
- Proven ability to build strong relationships and manage customer expectations.
- Excellent verbal and written communication skills in both English and French.
- Strong analytical and problem-solving abilities with a data-driven approach.
- Proficiency in CRM software (e.g., Salesforce, HubSpot).
- Demonstrated ability to manage multiple projects and accounts simultaneously.
- Strategic thinking with a customer-centric mindset.
Preferred Qualifications
- Master's degree in a relevant field.
- Experience with SaaS or subscription-based business models.
- Certification in Customer Success, Project Management, or ITIL.
- Familiarity with telecommunications products and services in the Mauritian market.
- Strong presentation and negotiation skills.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and life insurance coverage.
- Generous paid time off and public holidays.
- Company pension scheme.
- Opportunities for professional development and continuous learning.
- Employee discounts on MyT products and services.
- Dynamic and supportive work environment.
- Career growth opportunities within a leading national organization.
How to Apply
Interested candidates who meet the above criteria are invited to apply by clicking on the application link below. Please ensure your CV and cover letter highlight your relevant experience and qualifications for this role. We look forward to receiving your application!