Lighthouse Member Specialist EMEA
Location: SG, 01, 
Department: Membership Development & Engagement
Description: The role was developed to manage our largest, big-brand existing members as part of a re-focused effort to maximize membership satisfaction and engagement, retention and renewal Specific Responsibilities:Focus on creating value for our members. Listen to the customer contact, understand what they are trying to get done and why and work with the extended TM Forum team to craft solution based value propositions to meet customer needs.Ensure we do what we say we will do and deliver what we say we will deliver. Do not commit to or set expectations for things we cannot do or cannot deliver. Live the transaction through the delivery & execution process ensuring the customer experience is the best it can be. Escalate any issues or problems as soon as possible within the TM Forum process and own management of the escalation until resolution.Implementing a customer satisfaction methodology throughout the year.Ownership of assigned accounts, ensuring all records associated with the member are constantly accurate, working with colleagues in commercial sales and other parts of the organization to ensure good disciplined record keeping is maintained.Identify the critical decision makers and influencers, what is their role (record in salesforce gold sheet).For each critical decision maker & influencer, identify the current needs (record in salesforce gold sheet). These are effectively engagement opportunities that we can use for further discussion to demonstrate relevance.Engage with the critical decision makers and influencers to ensure they can clearly equate their Forum membership with helping solve their current needs. Leverage “support” structure for topic-specific conference calls & face to face meetings.Leverage all Forum products and propose cost-effective ways of helping them see value.Invite to attend our events/training (we have the capability to give a small number of free seats to qualified people). If someone important is attending our event:Make sure a meaningful meeting is organized with senior staff.Make sure they understand the agenda and highlight items of interest to them.Distribute a small number of our recent publications (in areas relevant to their needs) to qualified people.Implement an NPS mechanism for the C-suite at these accounts, take a baseline and periodic measurements to demonstrate progress. Decisions on exactly what action to be taken will need to be evaluated on a case by case basis.Collect feedback for Membership Product Management to ensure generic issues are being addressed.Collect feedback for “Value Creation engine” on hot items in the industry which are perhaps not yet being addressed within the Forum.Execute the renewal.Monthly review with management to ensure appropriate next steps are being taken. Next steps should include:Towards a full understanding of account structure, current penetration, desired penetration and journey to achieve that outcome.Detailed contact database record of all personnel met in the prospect and their role, disposition and influence.Detailed understanding of the decision process and people involved concerning Membership and commercial offers of the TM Forum.Leverage of the TM Forum “support” structure for topic-specific conference calls & face to face meetings.Specific account development actions being taken to move prospect to closure/commitment, including;Invitations to attend our events/training and if someone important is attending our event:                                    -          Make sure a meaningful meeting is organized with senior staff.                                    -          Make sure they understand the agenda and highlight items of interest to them.Ensure distribution of “Membership Product Management” updates / newsletters. 
Requirements: Preferably a degree holder with minimum 5 years’ experience in account management or commercial functions to the communications service providers in the assigned region.Minimum 6-8 years’ experience selling hardware, infrastructure or software into communication service providers. Strong track record over the last 2 years; with demonstrable retention/renewalMust be bilingual (English/Spanish)Proven ability to farm, retain, satisfy customersSelling solutions to customer business problems. Seeing issues from the customer perspective.Able to work flexible hours related to the changing demands of the business and to the time zone differences with other TM Forum stakeholders.Ability to work within matrix teams to develop business opportunities and meet  project requirements Excellent team-worker and able to rapidly build an internal support network, drawing on this network to ensure the needs of the customer are met. Extensive contacts with senior individuals within the target operators, with a focus on relationships in IT, Network Operations, Product Management & Marketing functions.Extensive travel required.  
Fraudulent: 0