Customer Success Manager (Fully Remote)

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 25,000 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

• Deliver incremental revenue generated by existing assigned customers.
• Deep understanding of customer needs and requirements and effectively communicate how our solutions can address their challenges, resulting in long term customer retention and/or revenue growth.
• Proactively navigate throughout the customer organization to identify net new opportunities or incremental revenue at the assigned customers.
• Initiate training sessions for customers on product features, best practices, and usage optimization as needed.
• Stay abreast of industry trends, market activities, and competitors to maintain a competitive edge.
• Collaborate with technical teams to ensure accurate and tailored solution offerings to customers.
• Identify opportunities to co-market with strategic customers and collaborate with the marketing team to bring those opportunities to fruition.
• 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, as well as emerging industry-level technologies. 
• 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.
• You are proactive and self-sufficient. You use whatever tools are available to find answers and deliver data-driven insights, rather than waiting on others.
• Strong multitasking and prioritization skills with the ability to manage multiple customer initiatives simultaneously.

Requirements

Key Requirements

• You have 3-7 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 have extensive experience with customer agreements, negotiations, and billing structures.
• You love to meet people and have the ability to travel as needed for company events and business or customer meetings.
• You have experience working with Salesforce and Slack (or other comparable tool). 
• You live in a major metro area within the US with easy access to air travel (e.g. Atlanta, Chicago, Dallas, New York, Denver, Phoenix).

Bonus Points If…

• You also speak Spanish. 
• You know the basics of networking, cellular, and AWS services.

Location

Fully remote work, in the USA.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Stock Option Plan