“GSMA runs a highly successful series of global Events for the connectivity and telco industry. With this success comes a need to manage our growing client base effectively ensuring a seamless onboarding experience and maximum return on investment. This is where you come in! We are investing in our post sales care and as such have an opportunity for someone to come on board and help to build a new function within the Sales Support team.

This opportunity to start something new, bridges the gap between our Sales team and Customer Care team to ensure our clients have the best experience possible at our events. We are looking for someone full of customer support ideas, with the necessary drive to bring those ideas to life and deliver an excellent after sales support service”.

Becky Kerrigan, Head of Sales Support and Onboarding

About the Team

This role sits alongside our London-based Event Client Success Manager and within the global Sales Support team servicing primarily our Events Sales team. The core to our success is teamwork, leveraging the expertise of those around you, and is dependent upon a cross functional, matrix environment. Whilst you will need to be confident owning processes independently, you will also collaborate with the London-based Success Manager to help build this new onboarding function.

You will be supported every step of the way by your colleagues in Customer Success, the Sales Team and wider Customer Care and Elite Client Management teams.

About the Role

In this role you will engage with our Sales Team to understand where the pinch points are in our after sales care. You will work together with the Head of Sales Support & Event Onboarding to develop the strategy that will enable the Customer Success Team to pick up from where the Sales Team hands off, at the point of contract signature.

You will be creative and solutions orientated, developing tools that enable you to service our new clients in as effective a way as possible to gain the maximum reach and deliver ROI. You will be building best in class Customer Success processes that will form the foundation of a long-term client partnership. You also need to be mindful of the commercials ensuring you can identify times where the sales team can cross sell and upsell so we don’t lose revenue opportunities. Success will be measured by reduced churn rates, client growth and the rebooking levels of new clients.

About You

Strong communication, interpersonal and presentation skills
Fluency in both Mandarin and English
A customer care background with a track record of delivering excellent post sale customer care
Attention to detail and strong admin skillset, being highly organised and used to working in a multi-client and multi-task environment
Experience developing and implementing new processes with the required drive to deliver
A global perspective and strong multi-cultural understanding
Computer literate with in-depth knowledge of Salesforce, Power BI, Windows Applications
Ideally experience in the Events industry, however not essential and willing to consider experience from any customer focused industry

Contract type

Regular

Worker type

Employee

What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.

Stronger together

We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.

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