Customer Success Manager

Location: EU (home office) , Toulouse or Sophia Antipolis

Our Team:

EMEA AirVantage Services Go To Market team is the team of passionate and experimented sales and technical sales people. Focused on selling services, our objectives is to grow both our revenues and our customer intimacy in EMEA by making Cellular IoT easy for our customer!

Job Summary:

The purpose of this role is to support our expanded customer base by managing technical adequacy and timely implementation of our AirVantage Services portfolio for a selected number of new and established key customers across EMEA, resulting in an accelerated time-to-market and best-in-class customer retention. Goal is to make sure our customer are successfully deploying our solutions to keep and grow our revenues.

Responsibilities:

• This role will be responsible for Technical Account Management of a portfolio of Semtech most critical Connectivity customers in Europe from signature to deployment . Goal is to drive customer confidence by taking the role of the “Total Solution Technical Expert” to ensure a successful deployment from onboarding to mass deployment (called “Activation). 

• Closing Deal & Onboarding (30%)

  • Support to close the deal by building technical trust with customer

  • Making sure our offer is onboarded correctly at customer side (Welcome pack, System architecture if needed)

  • Working closely with Sales Admin and Operation (APN/VPN Set up )

• Pre Activation (40%)
  helping customer be IoT ready as quickly as possible to ensure SIMs can be activated against plan

  • Generate plan for Activation schedule with Sales team and customer to forecast and track SIM activations for named accounts

  • Project manage Activation plan, ensuring any essential (internal or external) milestones are recorded

  • Manage any internal blockages which jeopardise activation plan

• Activation (30%)

  • Regular meeting with key customers (frequency depends on customer importance

  • Development of Statements of Work for technical deliverables that deliver the technical elements in customer proposals. Work with internal engineering, product management, professional services, and project management resources.

  • Change request management

Minimum Qualifications:

• BS/MS in IS/IT, Electrical Engineering, or equivalent
• 5 years of experience in a high tech / Telco environment
• 3 years of experience in engineering or customer support in a Telco environment
• 3 years Technical Account Management experience
• Detailed understanding of Telco technical environment, wireless network architecture, and cloud services
• Full French & English proficiency
• Excellent interpersonal and customer facing skills