About Airties
At Airties we are on a mission to empower broadband operators to deliver a better-connected home experience for their subscribers. We have an exciting story to tell, and we want you to help us tell it!
Airties offers broadband operators advanced Wi-Fi solutions and services to allow them bring an improved user experience for their subscribers. The Airties portfolio includes Smart Wi-Fi software, a cloud-based experience management platform with its companion app and data engine. Our company also offers expert, bespoke engineering and testing services.
Globally, Airties is the most widely deployed provider of Smart Wi-Fi solutions to network service providers and our technologies are driving a better-connected user experience in more than 35 million homes.
Introduction
The Customer Success Manager (CSM) at Airties is a new and crucial role and is responsible and accountable for driving our Service Provider Customers’ Success based in the US.
Airties’ success is intertwined with our Customers’ success and the mission of the Customer Success function within Airties is to increase value and sustainable profitability for our Customers and for Airties.
The CSM role is a specialized form of relationship-focused Customer Management, aligning Customers’ and Airties’ goals for win-win beneficial outcomes and with focus on implementing strategies that reduce Airties’ Customer churn, increase Customer retention and loyalty and increase upsell opportunities. The primary objective of the CSM role is therefore to ensure our Customers achieve their desired outcomes with the Airties Products and Services, while delivering outstanding Customer experience at all touch points, leading to improved Customer Lifetime Value and long-term value generation for Airties.
What you will do:
The key responsibilities for the CSM role at Airties fall into three primary areas.
- Customer Relationship and Value Management
- Build and maintain key Customer relationships, develop ‘Trusted Advisor’ status with existing Customers. Be the ‘Voice of the Customer’ within Airties and the ‘Voice of Airties’ at the Customer
- Develop an intimate understanding of each Customer’s goals and needs (business and technical), including pain points, problem statements and expected business outcomes. Understand and optimize when, why and how Airties solutions are used
- Drive creation and ongoing optimization of a tailored Customer Success Plan for each Customer, in close collaboration with all Airties cross functional teams. Manage execution and delivery to that plan, driving ongoing value realization for all parties. The Customer Success plan should consider the full Customer Journey
- Champion a data driven approach to move Customer interactions from reactive to proactive and to drive continuous improvement
*Ensure Airties Products and Services meet Customer needs throughout the Solution lifecycle by driving definition, collection, and analysis of the relevant business and technical KPIs, such as performance, usage, effectiveness, and customer satisfaction data, and leverage this data to drive improvements and better outcomes for all
*Proactively monitor and measure the Airties Product adoption and adaption at each Customer, understanding challenges and identifying opportunities for new revenue streams while maximizing value realization for Airties’ Customers
*Consolidate and aggregate feedback across the full Customer base to improve and evolve Airties processes and Products and Services offerings
2.Technical Account Management
- Partner with Sales to build multi-year account strategies and account plans for existing customers, as part of the Customer Success Plans
- Increase Service Provider lifetime value for Airties by identifying opportunities for new revenue streams and working closely with Sales and Product teams to position and close strategic initiatives for product and service upsell to existing accounts
- Joint responsibility with Sales for achieving account financial targets (revenue, margins) with focus on growing Annual Recurring Revenues
- Monitor individual Customer health, identify churn risk, champion recovery plans
- Manage Customer expectations and escalations
3.Customer Facing Program Management
- Responsible for delivery of Customer programs, leveraging cross functional resources, to ensure on time, on quality and on budget delivery with expected business outcomes
- Responsible for customer facing Project Management processes (including governance, schedule, quality, risk, issue, change management)
- Responsible for delivering to Airties project financial targets (revenue, margin)
- Engage with software vendors and integrators (OEMs) for customer specific integration projects, as required
What you should ideally bring:
- Technical bachelor’s degree (or equivalent), preferably MS, Eng, or MBA
- 10+ years in Professional Services or similar Customer facing role. Should have experience in contributing to the full sales cycle from lead generation to delivery and post deployment
- 5+ years in Program and Project Management, with a highly structured approach to project management and project governance. Proven experience of owning project financials, driving revenues and margins
- Seasoned professional, with substantial experience in interacting with Tier1, 2 and 3 Telecoms Customers, delivering complex software and/or SaaS solutions
- Strong background in embedded software development lifecycle and/or Cloud Services desirable. Experience in Wi-Fi a plus
- Experienced in operating at senior levels within Customers networks, developing key relationships, promoting value, managing customer expectations, handling escalations.
- Proven record of growing product and services business with experience in business development, presales, and consulting
- Experienced in managing third party engagements
- Experienced in working in a multi-cultural, multi-national environment
- Customer focused. Proactively seeks to understand challenges and overcome obstacles, to find win-win solutions and to create new opportunities
- Excellent English communication (written and spoken). Other languages a plus. Ability to adapt communication style to audience (customer, internal, executive)
- Preferably a good command of Spanish
- Acts in an entrepreneurial, positive, and self-motivated way
- Negotiation and conflict management skills
- Data driven. Takes action. Outcome focused
Airties has a zero tolerance to discrimination policy. In this regard, during the course of the evaluation of your job application and during all your employment relation, if any, all discriminatory factors such as race, sex, sexual orientation, social gender definitions/roles, colour, national or social background, ethnicity, religion, age, disablement, political opinion or any status that is protected under law shall be totally disregarded.
*By applying to this job opening, you agree, acknowledge and consent to the transfer of your personal data by Airties either to or from Turkey, as the case may be; in particular to its affiliated companies.
*By applying to this job opening, you agree, acknowledge and consent to the transfer of your personal data by Airties to its headquarters established in France.
