Customer Success Manager

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 20,000 customers and connects millions of devices worldwide, delivering cellular connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud. With remote teams across Japan, the US, and Europe, Soracom is continuing to expand its global team to keep pace with the company's rapid growth.

Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to create the transformative technology that enables our customers to engineer a better world.

About the Role

You will serve as a key member of the team in the Americas and have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth this technology is seeing around the world.

As a Customer Success Manager, you will play a crucial role in the success of our existing customers by building connected trust, diving deep with them, and delivering results to Soracom. You will be responsible for ensuring new customers are fully equipped to utilize our products and services from day one, building connected trust with you and Soracom quickly, and contributing to their long-term success. The ideal candidate will have a strong understanding of the cellular IoT market, including technologies, trends, and competitive landscape. This role is pivotal in driving customers past the initial launch and ensuring the long-term success and growth of those assigned customers. This role will also identify new business opportunities within the assigned customers, build relationships throughout the customer organization, and drive revenue growth.

Key Responsibilities

• You will deliver incremental revenue generated by existing assigned customers.
• You will have a deep understanding of customer needs and requirements and effectively communicate how our solutions can address their challenges in order to maintain or grow our customer retention.
• You will be able to navigate throughout the customer organization to identify net new opportunities or incremental revenue at the assigned customers.
• You will conduct training sessions for customers on product features, best practices, and usage optimization as needed.
• You will stay abreast of industry trends, market activities, and competitors to maintain a competitive edge.
• You will collaborate with technical teams to ensure accurate and tailored solution offerings to clients.
• You will identify opportunities to co-market with strategic customers and collaberate with the marketing team to bring those opportunities to fruition.
• You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Who You Are

• You are a relationship builder. You enjoy meeting new people from a wide range of diverse backgrounds and collaborating to produce mutually beneficial results.
• As a continuous learner, you are nimble and move with alacrity so that as Soracom evolves, customers evolve with us.
• You can rapidly create connected trust at all levels of the customer organization by sharing everything you can.
• You love continuously learning about Soracom's products, services, and applications for both you and your customers.
• You have the ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills.
• You are able to orchestrate, lead, and influence virtual teams, ensuring the successful growth of your customers. Presentation skills with a high degree of comfort with both large and small audiences (C-Suite executives, directors, stakeholders, and developers).
• You thrive in a fast-paced environment with quick decision-making. You are comfortable with ambiguity, ready to roll with the changes as they come and measure the day by how much value you created.
• You love to share your passion with others and exhibit good judgment when helping out customers.
• You are excited about the opportunity to work across time zones and cultures as part of a truly global team with colleagues and customers around the world.

Requirements

Key Requirements

• You have 5-7 years of experience in generating revenue in cellular IoT solutions and services.
• You are a high performer, consistently achieving or exceeding goals.
• You understand customer needs and requirements to communicate how our solutions can address their challenges effectively.
• You love to meet people and have the ability to travel up to 50% of the time.
• You live in a major metro area within the US with easy access to air travel (e.g. Atlanta, Chicago, Dallas, New York, Seattle, Denver, Phoenix, Los Angeles, San Francisco).

Bonus Points If…

• You also speak Spanish
• You have experience working with Salesforce and Slack
• You know the basics of networking, cellular and AWS services.

Benefits

• Flexible work environment - work from wherever you want - as long as you have a great internet connection
• Flexible work hours - work when you’re the most productive and when it is best for you to achieve a work-life balance
• Technology budget - work with the most up-to-date tools available
• Skills-based promotion - be promoted based on your ability to perform instead of your tenure or how many hours you put in
• An environment where you’ll learn more in 6 months than you would typically in several years at another company
• A truly rewarding culture, working with individuals from across the world who are at the very top of their game