Customer Success Manager - IoT

Proximus Global is shaping the future of communications and digital identity. The Customer Success Manager role focuses on IoT solutions, managing customer onboarding, and driving adoption of IoT capabilities while acting as a technical partner throughout the sales cycle.

Responsibilities:

• Act as a technical partner to Sales and Business Development throughout the full sales cycle
• Lead technical presales engagements, including customer discovery, solution design, and value positioning
• Translate customer business requirements into scalable IoT/SIM Management Portal architectures and configurations
• Support and lead RFP/RFI responses, solution validation, and deal qualification
• Present BICS SFT solutions (connectivity, eSIM Hub, APIs, platform capabilities) to customers
• Drive POCs, trials, and customer onboarding readiness
• Serve as the primary technical point of contact for customers
• Guide customers on IoT connectivity strategies, platform usage, and solution scalability
• Advise on BICS SFT product evolution, including new features, use cases, and roadmap alignment
• Ensure alignment between business objectives and technical implementation
• Own the end-to-end onboarding journey (connectivity setup, SIM lifecycle, API integration, etc.)
• Coordinate cross-functional teams to ensure smooth deployment and integration
• Lead customer training on BICS SFT platform, APIs, and operational processes
• Manage customer lifecycle from onboarding through growth and renewal
• Ensure customers adopt and fully leverage BICS SFT capabilities
• Identify and develop new use cases, upselling, and expansion opportunities
• Monitor KPIs and proactively drive customer success and retention
• Act as the voice of the customer internally across Product, Marketing, and Delivery teams
• Gather feedback and contribute to product roadmap evolution
• Support innovation by linking customer needs to BICS SFT product evolution

Requirements:

• Strong technical background in Telecom, IoT, or IT Engineering
• Proven experience in a Customer Success / Presales / Solution Engineering role
• Solid understanding of IoT connectivity and roaming ecosystems
• Solid understanding of MVNO / MVNE / M2M models
• Solid understanding of eSIM technologies and evolving specifications (e.g. SGP.32)
• Ability to act as a customer-facing technical expert and consultant
• Experience with complex solution design and customer onboarding
• Strong communication and presentation skills (technical & business audience)
• Fluency in English (spoken and written) is a mandatory requirement for this position
• Experience with Cloud and AI solutions is considered an advantage
• Fluency in Spanish is a strong asset