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- Tasks: Lead customer engagement and ensure exceptional experiences for high-value clients.
- Company: Dynamic telecom company focused on customer satisfaction and innovation.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Join a collaborative team with opportunities for career advancement.
- Why this job: Make a real impact by enhancing customer journeys in a fast-paced environment.
- Qualifications: Strong problem-solving skills and excellent communication abilities required.
The predicted salary is between 50000 - 65000 £ 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
- 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
Incident & Escalation Management
- 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
Performance Reporting
- Manage detailed SLA/KPI performance
- Provide service performance metrics and trend analysis
- Identify risks, chronic issues, and opportunities for improvement
Contract & Change Management
- 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
Cogent Communications is an Equal Opportunity Employer.
Customer Lifecycle Support Manager I – Europe in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their goals, especially in customer lifecycle support.
✨Tip Number 3
Practice your problem-solving skills! Think of real-life scenarios where you’ve resolved issues or improved processes. This will help you shine during those tricky interview questions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Lifecycle Support Manager I – Europe in London
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 what we’re looking for at StudySmarter.
Showcase Your Communication Skills: Since excellent verbal and written communication is crucial, use clear and concise language in your application. We want to see how you can articulate your thoughts and experiences effectively.
Demonstrate Your Problem-Solving Abilities: Share specific examples of how you've tackled challenges in previous roles. We love seeing candidates who can think critically and come up with innovative solutions, especially in a fast-paced environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Cogent Communications
✨Know the Customer Lifecycle Inside Out
Make sure you understand the customer lifecycle and how it applies to high-value clients. Familiarise yourself with the onboarding process, product adoption strategies, and retention techniques. This will help you demonstrate your expertise and show that you're ready to advocate for customers.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Think about specific incidents where you managed escalations or coordinated with cross-functional teams. Highlighting these experiences will show your ability to thrive in a fast-paced environment.
✨Communicate Clearly and Confidently
Practice your verbal and written communication skills before the interview. Be ready to explain complex concepts simply, as you'll need to communicate effectively with both technical and non-technical audiences. Clear communication is key in ensuring customer satisfaction.
✨Demonstrate Your Team Spirit
Since this role involves working closely with various teams, be prepared to discuss how you collaborate with others. Share examples of successful teamwork and how you’ve contributed to achieving common goals. This will show that you can work well in a team-oriented environment.