Support & Service

Customer Success Manager

Celona was born with the idea that a combination of 5G radio technology, edge computing and machine learning software will fundamentally change how organizations work and do business. Our journey has started in 2019. Our founding team members have been part of companies like Qualcomm, Aruba, Cisco and have built products spanning technologies from chipsets to systems to cloud based software.

We obsessively value customer intimacy, thinking big while acting small, and diversity in everything we do.

Celona is hiring a Customer Success Manager for the next phase of its growth: someone with a laser focus on removing friction in our customer's ability to take advantage of Celona technology in their enterprise environments. Audiences for this role include network and application engineers, Celona's 'sales engineering and account managers in the field, their channel and ecosystem partners, and members of Celona's community, Frequency. It is expected that you will strongly influence Celona's product management, sales engineering and enablement efforts. This is a high visibility and high impact role within team Celona as we focus on creating innovative cloud-native products with a substantial product-led-growth go-to-market strategy.

Job #1 for this role would be to effectively communicate with customer and partner audiences and create the foundation of customer intimacy for many years to come. All that's done within this role should have a long term view in customer relationships rather than short-term issues and gains. Under your leadership, Celona's product and engineering teams will have an opportunity to improve their communication with existing and new customers, positively influencing the innovation agenda for product and technology roadmap.

In this position, you will directly report to the VP of Engineering. You will engage with customers at a technical level at all stages of the customer lifecycle from evaluation through implementation, support, renewal and expansion. Your ability to translate customer needs to rapid execution, great communication skills and cross-functional collaboration with key leaders would be key factors in your and our team's success as we aim to differentiate ourselves in our industry with highest levels of customer support.

At Celona, we love working with new team members who are better than us in multiple dimensions - hence, we will value diversity in your approach to manage customer expectations, encourage your original thinking in timely and effective growth of our customer support efforts, and ask that you take leadership positions for key initiatives across the company even when acting as an individual contributor.

It is our ultimate goal to contribute positively to your career growth by providing you with a work environment where we have fun, make an impact and realize the benefits of our growth as a team. If you enjoy bootstrapping customer success and support functions for products targeting technical audiences and bring a do-whatever-it-takes player/coach attitude, then we would love to hear from you.

Celona is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. This candidate must eligible to work in the US.

Responsibilities

  • Keep a laser focus on removing as many friction points as possible between the product and the customer
  • Foster a culture of transparency, accountability and innovation to the work at hand
  • Develop and document scalable customer success practices and identify strategic customer segmentation
  • Define and measure key metrics for the team including NPS, conversion and adoption rates, retention
  • Work through uncertainty using the analytical approach and data-driven
  • Lead planning, designing, deploying, and supporting digital tools to support customer success efforts
  • Define and deliver technical support working closely with engineering
  • Prepare content and lead readouts in executive meetings to share view of the customer
  • Develop and nurture customers to become advocates for Celona's Frequency community
  • Interact with key customer stakeholders to drive value to advance sales engagements
  • Deliver review presentations to align Celona services with customer initiatives
  • Demonstrate clear understanding of how Celona's technology integrates with existing enterprise IT infrastructure  
  • Consistently meet and exceed daily and weekly call goals for providing touchpoints for existing customers
  • Work closely with Account Sales teams to help with removing friction in existing customer opportunities
  • Translate customer pain points to escalations to product management, support and engineering teams
  • Work collaboratively with marketing and sales on product evaluations and pilot deployments
  • Resolve customer requests and escalations via email, phone and chat and handling inquiries
  • Define and optimize  customer lifecycle by driving initiatives to improve engagement

You will be an ideal candidate if you have:

  • Prior experience building and/or being part of new customer success teams
  • Bachelor’s degree in Engineering or Business
  • 5+ years of relevant work experience in customer support and success
  • Strong interpersonal skills including demonstrated ability to collaborate with cross-functional teams
  • Ability to remove roadblocks that stand in the way of our successful release and project completion
  • Strong business planning and business operations skills
  • Exceptional analytical thinking and problem-solving skills
  • Highly skilled in verbal and written communication skills
  • Self-starter, ability to work independently
  • Great team player that works well in a fast-paced environment
  • Knowledge and experience with agile project methodologies
  • Familiarity with cloud networking principles with SaaS consumption model
  • Strong technical background in enterprise IT and OT architectures

Bonus Points if you have:

  • Examples of success stories from past experiences of customer success management
  • Content produced from past experiences in support customer success efforts
  • References from end customers and managers in previous roles and companies
  • Ability to read a book on 5G protocol for 5 hours straight ;)

Apply:

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