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- Tasks: Lead customer engagement and ensure exceptional experiences for high-value clients.
- Company: Join a dynamic telecom company focused on customer satisfaction and innovation.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities to work cross-functionally and develop your career.
- Why this job: Make a real impact by enhancing customer journeys and driving satisfaction.
- Qualifications: Strong problem-solving skills and a passion for excellent customer service.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Lifecycle Support Manager leads end‑to‑end lifecycle engagement for high‑value customers, ensuring a seamless and exceptional experience from onboarding through long‑term retention. Acting as a customer advocate, this role is responsible for designing and executing support programs that strengthen onboarding, drive product adoption, improve processes, and enhance overall customer experience. The role works cross‑functionally with Sales, Customer Support, Service Delivery, and Billing to ensure high‑quality engagement throughout the customer journey in a fast‑paced telecom environment.
Premier Support Responsibilities
- Customer Relationship
- Primary post‑sales point of contact for high‑value clients (lifecycle)
- Build long‑term relationships and drive customer satisfaction
- Lead regular service and business reviews
- Serve as an advocate to ensure internal awareness of customers' network and needs
- Exception manager for major incidents impacting customer services
- Coordinate cross functional teams
- Drive root cause analysis
- Ensure corrective actions and post‑incident reviews are completed
- Manage detailed SLA/KPI performance
- Provide service performance metrics and trend analysis
- Identify risks, chronic issues, and opportunities for improvement
- Ensure contract compliance awareness across all operational teams
- Ensure changes are implemented smoothly and documented accurately
- Help drive contractual discrepancies escalated by customer
Core Support Responsibilities
- Answer incoming phone calls from Cogent's Premier customers
- Work with Cogent customers via phone and e‑mail to identify and resolve their service‑related issues
- Clearly document all steps taken to identify and resolve a customer‑reported issue
- Manage a queue of customer‑created tickets, ensuring customers are updated with status and progress is being made towards resolution
- Work with and coordinate effectively with all members of the Customer Support team, other Cogent teams, and vendors to ensure swift resolution of customer issues
- Ability to work professionally with customers, vendors, and internal groups under all circumstances
- Manage customer expectations and escalation and de‑escalate the situation as necessary
- Perform other duties or special projects as assigned
Qualifications
- Strong problem‑solving skills
- Excellent verbal and written communication skills
- Ability and desire to provide excellent customer service to Cogent customers
- Must excel in a fast‑paced, dynamic environment where critical thinking and strong problem‑solving skills are required for success
- Ability to work independently, as well as in a team environment
- Reliable employment history with strong attendance and punctuality records
- Ability to work a rotational on‑call schedule including nights and weekends
- Ability to analyze, interpret, and present complex data to an audience ranging from the technical to the executive
- Manage multiple projects simultaneously and identify trends and forecasting
- Intermediate to advanced skills in Word and PowerPoint
Customer Lifecycle Support Manager I – Europe employer: Cogent Communications
Contact Detail:
Cogent Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Lifecycle Support Manager I – Europe
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their products and services, especially how they relate to customer lifecycle management. This will help you stand out as someone who genuinely cares about the company’s success.
✨Tip Number 3
Practice your problem-solving skills! Since this role requires strong analytical abilities, consider mock interviews where you tackle real-world scenarios. This will help you demonstrate your critical thinking during the actual interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Lifecycle Support Manager I – Europe
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Lifecycle Support Manager role. Highlight your experience in customer engagement and problem-solving, as these are key to impressing us at StudySmarter.
Showcase Your Communication Skills: Since this role involves a lot of interaction with high-value clients, it's essential to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to reflect this.
Highlight Relevant Experience: Don’t forget to mention any previous roles where you’ve managed customer relationships or resolved service-related issues. We want to see how your past experiences align with the responsibilities of this position.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Cogent Communications
✨Know the Customer Lifecycle
Familiarise yourself with the customer lifecycle, especially in a telecom environment. Understand how onboarding, product adoption, and retention play a role in customer satisfaction. This knowledge will help you demonstrate your ability to advocate for customers effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex customer issues in the past. Be ready to discuss specific incidents where you coordinated with cross-functional teams to resolve problems. Highlighting your analytical skills will show that you're equipped to handle the challenges of this role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, both verbally and in writing. Since this role requires excellent communication skills, consider doing mock interviews or speaking with friends to refine your delivery. Being able to convey complex information simply is key!
✨Understand Performance Metrics
Brush up on key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer support. Be prepared to discuss how you would manage and report on these metrics. Showing that you can analyse data and identify trends will set you apart from other candidates.