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About the Role

Accountable for managing growth, governance, and customer relationship management of the company’s three MNO strategic accounts across CMS and ESN programs and portfolios. Acts as the customer interface, owning stakeholder relationships, commercial performance, contract governance, and customer satisfaction. This role is the primary commercial customer-facing interface for CMS and Emergency ESN program activities, ensuring alignment between customer expectations, commercial objectives, and delivery commitments. Accountable for protecting and growing revenue, driving customer retention, identifying new business opportunities, and ensuring successful execution of critical programs and services.

Responsibilities

Strategic ownership of MNO customer relationships.
Revenue growth and retention.
Customer satisfaction and executive stakeholder engagement.
Governance and contractual compliance.
Successful customer interface for CMS and ESN programs.
Pipeline development and business growth.
Escalation management and issue resolution.
Delivery of agreed commercial and operational objectives.
Develop and execute strategic account plans for all MNO customers.
Build trusted relationships with executive, commercial, operational, and technical stakeholders.
Represent the company at executive governance forums, steering committees, and quarterly business reviews.
Lead all aspects of customer engagement across the MNO portfolio.
Develop multi-level stakeholder relationships across commercial, operational, technical, and executive functions.
Ensure customer satisfaction targets are achieved and improvement plans are implemented where required.
Facilitate executive engagement programs and strategic workshops.
Deliver revenue growth, margin improvement, and customer retention objectives.
Lead commercial negotiations including contractual changes, CCNs, renewals, and new service agreements.
Maintain revenue forecasting accuracy and pipeline visibility.
Identify new growth opportunities.
Act as the primary customer relationship lead for all CMS and ESN-related activities.
Provide customer engagement and governance support across program delivery.
Ensure alignment between program commitments, contractual obligations, and customer expectations.
Support resolution of program risks, delivery challenges, and commercial matters.
Management of program governance boards and strategic reviews.
Align internal stakeholders behind customer objectives and business priorities.
Promote collaboration between account management, service delivery, engineering, operations, and program teams.
Ensure clear ownership and accountability for all customer commitments.
Identify strategic, commercial, operational, and contractual risks.
Develop mitigation plans and drive resolution of critical issues.
Manage customer escalations through to successful closure.
Ensure contractual obligations and governance requirements are maintained.

Requirements

Experience of leading contract negotiations for long term partnerships through to a successful conclusion in a technical environment.
Proven experience of business development activity to achieve revenue targets and budgets and drive opportunities through to completion.
Experience working in telecommunications and a good understanding of the technical landscape to translate customer requirements into reality.
Experience in strategic sales methodologies and techniques, bid writing, negotiating skills structured sales processes and formal RFP processes.
Experience of building long-term, quality customer relationships and navigating the negotiating cycle with maturity and a partnership ethos.
Experience assessing complex stakeholder relationships with the ability to present effectively and build relationships with C-Suite and Board level stakeholders.
Demonstrate strong commercial contractual experience (negotiate contracts), financial management skills, financial / economic modelling understanding (can read and translate financial models).
Experience working with engineering and project management processes, costs and typical pricing models.

Skills

Strategic Account Management
Customer Relationship Management
Commercial Ownership
CMS & ESN Programme Interface
Cross-Functional leadership
Risk & Escalation Management
Contract negotiations
Business development
Telecommunications
Strategic sales methodologies
Bid writing
Negotiating skills
Structured sales processes
Formal RFP processes
Stakeholder relationship management
Financial management
Financial modelling
Engineering processes
Project management processes

Education Level

Degree level qualification, or Advanced Apprenticeship supported by Professional Development (desirable)

Benefits

Flexible working opportunities
Parental leave with up to 20 weeks paid at full salary
Holiday allowance starting at 25 days rising with length of service
4 days off each year to volunteer

About the Company

We’re large enough to deliver and maintain large-scale operations, giving you the opportunity to work on exciting projects and expand your skills. You’ll be surrounded talented colleagues who thrive on solving problems, just like you. Together, you’ll make your mark on projects that matter and find new strengths along the way.
Boldyn Networks

Equal Opportunity

Diversity recognises the ways we differ. Our backgrounds, perspectives, and experiences. What makes us unique. And it’s important to us, to our future. To build a workforce that’s representative of the societies we serve. So that we can listen, learn and understand how to solve our customers’ problems in the smartest ways possible.
We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.