CDI - Senior Customer Success Manager

About us

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Legos was born from a simple idea: to make telecoms accessible. We have created a platform allowing the convergence of fixed, mobile, voice, SMS and also data, all in white label.

Today, Legos is declared as a voice and messaging operator in 19 European countries.

Multicultural, innovative and ambitious, Legos aims to become the number 1 converged operator by breaking down the boundaries of telecoms.

Agile and positioned in Carriers segments, Legos is growing fast.

Joining us means participating in a strong human experience and a meaningful business project

Key Responsibilities

1. Customer Success, Solutions Consulting & Growth

• Trusted Advisor: Serve as the primary contact for customer inquiries; understand their technical/business requirements and translate them into Legos's upsale opportunities.
• Upsales: Partner with the Sales team to support pre-sales activities and proactively identify upselling/cross-selling opportunities within existing accounts.
• Customer Voice: Monitor customer usage, service performance, and adoption metrics. Coordinate with Product and Engineering teams to communicate customer feedback and feature requests.

2. Capacity Planning, Analytics & Optimization

• Capacity Planning: Supervise customer traffic evolutions, analyze service trends, and manage volumes against forecasts to perform associated capacity planning.
• Service Optimization: Proactively evaluate and improve customer satisfaction regarding service level agreements (SLAs).
• Automation & Tools: Identify and automate repetitive operations tasks, design/improve reporting scripts, and configure/administer supervision tools.
• Best Practices: Drive continuous improvement through benchmarking, industry best practices, and creating technical documentation.

3. Advanced Technical Support & Incident Management

• N2/N3 Support: Deliver world-class operational and technical support, solving customer tickets and technical escalations within associated SLAs.
• Troubleshooting: Diagnose, reproduce, mask, and resolve complex issues across SIP, VoIP, SMS, APIs, routing, Portability requests, and carrier infrastructure.
• Tooling: Own the end-to-end incident and request management workflow supported by Zendesk.

4. Production & On-Call Operations

• On-Call (Astreintes): Participate in, manage, and optimize the on-call rotation, including occasional scheduled out-of-hours (HNO) interventions.
• Alerting: Manage and improve monitoring and alerting systems associated with production services.

Required Profile & Qualifications

We are seeking an experienced professional with a strong analytical mind, an eye for optimization, and a customer-first mindset.

• Education: Master's Degree from an Engineering School (École d'Ingénieur).
• Experience: 5 to 10 years of experience in Customer Success, Technical Support, Solutions Engineering, or Service Engineering within German, CPaaS, or Cloud Communications environment. You must bring a critical eye from your previous experience to help challenge and improve our current processes.
• Technical Expertise:
• Strong knowledge of telecom technologies: SIP, VoIP, SMS, WebRTC, APIs, routing, and carrier infrastructure.
• High proficiency in technical troubleshooting, log analysis, and ticketing/CRM tools (Zendesk, Jira, Salesforce, etc.).
• Competency in scripting and automation of operational tasks.
• Soft Skills:
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts for non-technical stakeholders.
• Strong relationship management skills with both technical and commercial stakeholders.
• Self-motivated, autonomous, and capable of managing multiple priorities in a fast-paced international environment. xuezdbg
• Languages: English & German professional proficiency is required.

Recruitment Process

• HR screening and interview led by our external HR advisor
• Interview led by the Customer Operation Director (on-site)
• Interview with the Founder & CEO of the company (on-site)