SORACOM United States Full-time 2024-03-25

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 20,000 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 will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world.

As a Customer Enablement Specialist, you will play a crucial role in the success of our clients by facilitating a smooth and efficient onboarding process. 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.

Key Responsibilities

  • You will deliver accurate and timely customer agreements (quotes) in collaboration with the customer development team. 
  • You will facilitate the onboarding process for new customers, ensuring a seamless transition from sales to product use.
  • You will develop and maintain comprehensive onboarding materials, including guides, tutorials, and webinars, tailored to different customer segments.
  • You will conduct training sessions for customers on product features, best practices, and usage optimization.
  • You will collaborate with the sales, product, and support teams to identify customer needs and ensure a cohesive experience.
  • You will monitor customer health metrics and feedback during the onboarding phase to identify and address any issues promptly.
  • You will continuously seek opportunities to improve the onboarding process and customer satisfaction.
  • You will 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 create connected trust at all levels of the customer organization by sharing everything you can.
  • You love continuously learning for both you and your customers of all of Soracom’s products, services, and applications
  • 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 successful implementation of the onboarding program. 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 in 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.

Requirements

Key Requirements

  • You have 3-5 years of experience in customer service, support, or success roles.
  • You are a high performer, consistently achieving or exceeding goals.
  • You have the ability to quickly grasp and explain complex concepts in a clear and concise manner.
  • You love to meet people and have the ability to travel up to 25% of the time.

Bonus Points If…

  • You have experience with cellular IoT solutions and services
  • You also speak Spanish
  • You have experience with LMS or CRM software and customer success tools.

Benefits

  • Flexible work environment – work from wherever you want – as long as you have a great internet connection
  • Flexible work hours – work when you’re the most productive and when it is best for you to achieve a work-life balance
  • Technology budget – work with the most up-to-date tools available
  • Skills-based promotion – be promoted based on your ability to perform instead of your tenure or how many hours you put in
  • An environment where you’ll learn more in 6 months than you would typically in several years at another company
  • A truly rewarding culture, working with individuals from across the world who are at the very top of their game