Senior Manager, Managed Roaming Pre-Sales & Customer Success

Job description

Singtel is where Technology meets Purpose. We're building an AI-first telco for the future—connecting people, businesses and communities through trusted networks, intelligent digital services and next-generation technology. From transforming everyday experiences in mobile, broadband, entertainment and lifestyle services to enabling enterprises with AI, 5G+, cloud, cybersecurity, data centres and digital platforms, we create the technology that powers how millions live, work and connect. At Singtel, your work creates real impact. You'll help shape global roaming and travel connectivity solutions, bringing together deep telecommunications expertise, solution architecture and customer engagement to accelerate new opportunities from concept to launch. Be a Part of Something BIG! As the Senior Manager, Managed Roaming Pre-Sales & Customer Success, you will lead the Managed Roaming (MR) Pre-Sales function and champion Customer Success for strategic accounts, owning the customer lifecycle from solution discovery and onboarding through service adoption, operational performance, issue resolution, account growth and renewal. You will act as a trusted advisor and orchestration point across MR Business/Sales, Product, Network, IT/MVNE, Operations and vendors, translating customer business and technical needs into scalable, secure and commercially viable solutions while protecting revenue and identifying new growth opportunities. How You will Make An Impact: Lead and coach the MR Pre-Sales team and champion the Customer Success team, setting account coverage, priorities, solutioning standards, service governance, KPIs and capability development. Own the end-to-end success of strategic MR accounts across technical, commercial and operational dimensions, from onboarding and adoption through ongoing service management, growth and renewal. Develop and execute customer success and account plans based on customer business outcomes, with clear milestones, adoption targets, account health indicators, revenue retention and growth objectives, risks and governance cadences. Build trusted relationships with customer executives and operational stakeholders, understand their strategy and act as the senior coordination point for complex needs and escalations. Partner with MR Business/Sales to qualify opportunities, conduct discovery, shape requirements before RFI/RFP and support commercial reviews, business cases, renewals and expansion proposals. Own end-to-end solution architecture for Managed Roaming, MRaaS and related global travel connectivity offerings. Lead technical RFI/RFP/RFQ responses, proposals, workshops, demonstrations, PoCs/UAT, technical due diligence and objection handling to support complex deal closure. Orchestrate Product, Network, IT/MVNE, Security, Operations and vendors to validate feasibility, dependencies, sizing and cost inputs, delivery plans, operational readiness and ongoing service performance. Champion customer complaint and major-incident management for strategic accounts, coordinating triage, customer communications, root-cause analysis, recovery actions, preventive measures and closure. Identify and incubate new business opportunities within strategic accounts, including additional corridors, services, features, analytics, MRaaS modules and other upsell/cross-sell opportunities. Establish and track customer success metrics including revenue and usage growth, service adoption, availability, incident trends, resolution effectiveness, customer satisfaction, risks and opportunity pipeline. Act as the Voice of Customer, translating recurring customer needs and market feedback into reusable solution modules, automation, operational improvements and product/platform roadmap priorities. Represent MR in strategic customer and industry engagements and ensure disciplined handover between Pre-Sales, onboarding and steady-state Customer Success. Travel internationally and provide occasional after-hours escalation support when required. Skills for Success: Bachelor's Degree in Telecommunications, Engineering, Computer Science/IT or a related discipline. 10+ years of telecommunications experience, including at least 5 years in Pre-Sales, Solution Engineering, Customer Success or Technical Account Management. Proven experience managing strategic B2B accounts and leading cross-functional teams. Strong international roaming experience. Strong knowledge of 4G/5G roaming, including SS7, Diameter, GTP, IPX, IMS, VoLTE/VoNR, eSIM and IMSI. Strong solution architecture capabilities across provisioning, charging/billing, APIs and MVNE/cloud platforms. Experience in Customer Success governance, including success plans, QBRs, customer health and adoption metrics, incident management, RCA and service recovery. Experience leading RFI/RFP/SoW responses, workshops, PoC/UAT, technical objection handling, sizing, costing and business-case support. Strong people leadership, customer engagement and executive communication capabilities. Strong commercial acumen, structured problem solving, crisis management and stakeholder influencing skills. Able to prioritise effectively and collaborate across global and cross-cultural teams. Good understanding of the global roaming ecosystem, partner/vendor management, onboarding, service assurance and customer escalation management. Good understanding of customer health and CRM discipline, regulatory requirements, KYC and privacy considerations. Are you ready to say hello to BIG Possibilities? Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!