Customer Success Specialist

Airties; United States; Remote; USD 48,000 - 67,000; Full time

Job summary

Airties is seeking a Customer Success Specialist to empower broadband operators by ensuring they are well-trained and supported on Airties solutions. This mid-senior level role involves both presales and post-sales responsibilities, including customer education, technical support, and collaboration with sales teams to enhance customer satisfaction and success.

Qualifications

• 5-10 years experience in a customer-facing role.
• Ability to communicate complex concepts to non-technical audiences.
• Experience in telecommunications with Tier1 operators preferred.

Responsibilities

• Key contributor to the lead to close process with Airties Sales.
• Education and training of customers on Airties solutions.
• Support for Airties trade shows and events.

Skills

Excellent speaker and communicator

Superior listener

Strong Business Acumen

Data Analysis

Strong Wi-Fi skills

Education

Undergrad in Engineering or Business

MBA preferred

Tools

Excel

Tableau

SQL

AWS

Job description

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 with 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 as well as expert engineering and testing services.

Airties is the most widely deployed provider of Smart Wi-Fi solutions to network service providers around the globe and our technologies are driving a better-connected user experience in more than 35 million homes worldwide.

Introduction

The Customer Success Specialist works to ensure the given accounts assigned to them, are properly trained, educated, and supported, on the Airties solutions. The Success Specialist plays a critical role for ensuring the value returned to the Airties operator is clearly understood, measurable, and tracked, securing Airties cloud licensing, year over year. The role covers both traditional presales and post sales role, including, but not limited to, demonstration, training, and application of the Airties Platform through the entire customer journey. The Success specialist will become the Airties Customer Product Expert, relied on for the entire customer journey by both internal and external stakeholders.

What you will do:

• Key contributor to the “lead to close” process with Airties Sales
• Education, trial implementation, training, and monitoring of customer trials
• Work closely with sales, leveraging the Success Support team where necessary on deeper troubleshooting, should issues arise
• Be the subject matter expert supporting the Airties sales manager to ensure all product questions are clearly answered, and the customer sees the Airties solution as a key to their success
• Regular demonstrations and training as needed
• Support for Airties trade shows and events
• Consultant for more complicated operator integration efforts, to identify the right specialist in Airties to be brought in for help
• Respond to Technical RFP’s and coordinate where further help must be brought in to answer. Defend RFP if presented to customer during the RFP process
• Identify any product gaps or requirements preventing key wins
• Support Success and Support Specialists for running deployment dashboards, KPI tracking and monitoring
• Support Sales and Success on customer data questions, be they existing reports, custom designed, or brainstorming on new queries based on customer interests
• Back end global monitoring of Airties KPI to help identify any potential issues in advance of customer identification of issue
• Present new roadmap plans and features as defined by Product Roadmap, leveraging official customer facing presentations
• QBR Data collection support and presentations on key accounts
• Work with Airties Data Sciences to further enhance or iterate on existing reporting tools and reports
• Support the Airties Success team on post sales issues, acting as secondary support to Airties Support team where needed
• Review perceived product gaps identified by customers to find ways of solving the need without additional development work. If such is needed, work with the account team to properly scope the function and feature and potential work required to achieve it
• Work with Customer Success to find new growth opportunities in the account to further expand Airties presence and intimacy

What you should ideally bring:

• Undergrad in Engineering preferred or business considered. MBA preferred
• 5-10 years experience
• Excellent speaker and communicator – Must communicate often complex concepts and information to non-technical audiences. C-Suite level engagements frequent and expected. Able to move comfortably between technical and business conversations and connect them both with the Airties technology
• Superior listener – must listen to the customer and ensure the asks being made (explicit or implicit) are understood and responded to
• Strong Business Acumen – The Customer Solutions specialist must think in terms of how the Airties technology positively impacts the customers' bottom line, returning either profits or savings to the company
• Data Analysis – comfortable presenting technical data, reports and statistics. Be able to explain the report clearly and succinctly to both technical and non-technical audiences
• Data Reporting – Skills in Excel, Tableau, and other business insight tools to query and report on data. Skills in SQL are a plus
• Cloud Architecture – Skills in AWS, REST API, AVRO files, JSON are preferred
• Cloud tools and visualizations. Comfortable in Cloud Environments and training and supporting cloud solutions remotely through meeting tools like Teams, Zoom, Google Meet.
• Previous Telecommunications experience with large (Tier1) operator environments. Preferences in Mobile and Cellular technology or deeper Fiber or Cable Access transport technologies (DOCSIS, GPON, NGPON2)
• Strong Wi-Fi skills. Understands Wi-Fi technology to include the station/client communication flows
• Cross business unit team player and communicator – must be capable of working in a chaotic environment with minimal management. Self-starter. Must be able to work as a liaison between the Airties product organization and sales
• Learn, Retain, Educate – Able to learn from Airties product experts on design, features, and value, retain the information, and educate both Airties sales and customer organizations on those product offerings
• Relationships builder. Able to work with differing cultures and people to build strong collaborative relationships:

*****Internally – to build confidence with Airties product organization to continue to empower the field to be self-sufficient and capable of messaging correctly and accurately

*****Externally – to build close relationships with key customer stakeholders, influencers, and decision makers where possible. Seen as the go to person for “all things Wi-Fi” at the operator partner organization

Certifications, Professional Credentialing

Wi-Fi certifications (CWNP, CWNA, CWNE) are preferred

Networking certifications (Cisco CCNA for eg)

Cloud certifications (AWS) or other cloud technologies (REST, JSON, AVRO)

Past professional speaking training (Toastmasters)

Sales and Negotiation certifications and training (Carnegie, Franklin Covey, Mortgaat, etc)

Required. Up to 50% of work time

Remote position with occasional travels to various global offices for training, education, and meetings

Must be able to travel internationally

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, color, 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 to outside of Turkey; in particular to its subsidiaries.

*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 Turkey.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Telecommunications

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