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Posted On May 07

IoT Solutions Manager

Teal Communications, Inc.

Location : REMOTE

Headquarters : Seattle, United States

Hiring Mode : Intern

Hiring Role : Manager

Experience : Mid Level

Teal Communications, Inc.
Remote
Full-time
Experience & Skills
  • SaaS
  • Software development
  • Sales
Teal Communications, Inc. is a multi-national Internet of Things (IoT) company headquartered in Seattle, Washington that is looking for an experienced Solution Manager to join the team.
The ideal candidate will have 3-7 years’ experience in a Solution Engineering role and will work in a leadership position to strengthen the customer journey, driving pre- and post-sales support through close partnerships that enhance each customer’s experience with Teal.
Responsibilities:
  • Lead all aspects of the Customer Success organization, including the international NOC/Support team and IoT Solutions team (pre-sales and post-sales engineering).
  • Continue the development of Customer Success best practices and identify opportunities for continuous improvement.
  • Attract talent, including Solutions Engineers, Tier I, II, and III Customer Support and other CS individual contributor roles.
  • Develop scalable processes within the Customer Success organization, utilizing best practices and tools.
  • Ensure Tier I, II, and III Support communications are clear and consistent between Teal and its customers/prospects.
  • Expand and implement data analytics for continuous improvement, delivering weekly metrics/data to the executive team.
  • Accelerate customer deployment timelines through value-added partnerships between Teal’s customers and our Solutions and Support teams
  • Assist in creating training courses and educational materials for members of the CS organization, as well as materials for the broader company and external customers
How You’ll Be Evaluated:
  • Adoption Metrics for product/services
  • Platform usage / active units
  • Customer satisfaction
  • Issue resolution/SLA
  • Deployment metrics
  • Platform received value
  • Map of Customer Journey and associated metrics
Qualifications:
  • 6+ years of experience leading a multi-national Customer Success and Support organization
  • 10+ years in services or sales roles
  • 5+ years in the Internet of Things (IoT), telecom, and/or hardware/SaaS industries
  • Experience with eSIM/SIM
  • Deep understanding of value drivers in recurring revenue models
  • Experience working with international customers
  • Ideal candidates will have knowledge of software development, solution engineering, customer enablement, and support processes
  • Familiarity with Freshdesk a major bonus.
  • Strong empathy for customers and passion for revenue and growth
  • Solid technical understanding of Teal’s product and services
  • Experience managing a diverse group and training each according to company standards
  • Experience promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Establish milestones and metrics and keep all team members on task
  • Experience analyzing and optimizing existing processes within a Customer Success department
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
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Teal Communications, Inc.