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 is looking for a Customer Success Manager.
Reporting to the newly appointed Head of Customer Success, you will be the trusted advisor to customers while partnering with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the customer life cycle.
The Customer Success Manager is responsible for retention, adoption, and expansion of Airties’ services with an assigned base of customers.
Top priority for this role is to ensure an exceptional experience for our customers, resulting with their satisfaction and advocacy.
Location: Austin, TX What you will do: Partner with our clients to build collaborative Success Plans to understand their goals, assess their capabilities and formulate an approach to deliver upon these goals swiftly Guide our clients with explicit proof of value targets and specific ways to measure, test and improve upon these targeted KPIs (ARPU, NPS, Call Rate, Truck Rolls) Demonstrate mastery in our product ecosystem to ensure our clients’ needs are matched against the solution Create customer intimacy to maintain overall customer health and lay the foundation for growth within regionally assigned account base Achieve high customer engagement driven by full adoption of the Airties’ solution Promote Airties as key enabler to the CSP’s (Communication Service Provider) success Monitor and proactively resolve health risks of assigned accounts Continue the existing SaaS service and associated revenue streams Maintain high customer satisfaction and ensure that customers act as Airties’ advocates Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customers succeed Perform regularly scheduled meetings with key stakeholders to ensure customer goals are met through collaborative success plans Act as point of escalation when required and help manage customer expectations Drive customer participation and attendance in business related events/webinars or other promotive activities Participate in onboarding activities and product demonstrations post purchase Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas Influence the evolution of how Airties’ provides an end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders to feed our Value Proposition definition What we are looking for: Bachelor’s Degree in Economics, Marketing, Business, or a related field 8 years in a Customer Success Management role with understanding of CS Strategy and Principles (Success Plans, Customer Journey Mapping, Voice of the Customer, Customer Health Analysis) 5 years of experience with Tech/Telco industry working with SaaS Experience in working with complex, multi-divisional, multi-geographical customers Excellent verbal and written communication Strong analytical and organizational skills, with a systematic approach to problems Business oriented in order to deliver and increase results Excellent teamwork enabling you to form effective working relationships with people at all levels What do we offer: Opportunity to work in a high growth business Flexible work life balance – hybrid home / office model Competitive compensation and benefits package Latest tech gadgets to work from home 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.