Remote Opportunity at SOTI
Customer Success Manager, EMEA
Location: France (Remote)
Language: French
Who We Are:
At SOTI, we are committed to delivering best in class mobile and IoT device management solutions. We are looking for out of the box thinkers that appreciate the art of creating great software.
To us, being visionary is more important than doing things the way they have always been done.
What We’re Looking For:
As a Customer Support Manager, you must have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles Android, iOS & Windows devices, your strong problem-solving abilities in a fast-paced environment, and you are willing to learn and grow, then this position offers numerous growth opportunities and a long-lasting career with SOTI.
What’s in it for you?
The People - From our humble origins in our founder’s basement, to our industry leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation and fun.
The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!
The Technology - You’ll get the chance to work with leading edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners which include leading tech giants that will keep you on the cusp of emerging technologies.
What You’ll Do:
- Drive the post-sale experience to ensure successful account setup, implementation, training, adoption, and ongoing account review and modification.
- Build meaningful relationships with existing customers regarding upcoming system upgrades and potential opportunities to improve user experience.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs via email and telephone
- Collaborate closely with various cross-functional teams including but not limited to, Sales, Product, Engineering, Customer Service, and Marketing.
- Understanding the customer’s contract and SLA.
- Escalate bugs, cases, and other issues through the appropriate internal channels and follow up relentlessly to make sure nothing gets dropped
- Log all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the support knowledge base.
- Develop and improve documentation to support the standard implementation and support processes.
- Perform other duties outside of the above scope as directed by management
Experience You’ll Bring:
- Experience in customer-facing roles (e.g., pre-sales, consulting, software sales background, etc.)
- Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems.
- Proactive and able to work with minimal direct supervision.
- Take and lead initiatives to successfully complete assigned projects.
- Knowledge of mobile computing platforms (Android, iOS and Windows Mobile)
- Experience in MS SQL (scripting & administration).
- Solid understanding of computer networking principles (Firewalls, Network Protocols, Subnetting, etc).
- Overview of MDM technology.
- Fluent French and any other European language is preferred but not essential.
Soft Skills and Communication:
- Previous experience supporting Customers in India, EMEA, NA or Australia.
- Excellent written and verbal communication
- Strong presentation and problem-solving skills
- Strong problem-solving abilities, strong team player (i.e., flexible, hard-working, fast-learner, self-motivated, results-oriented)
- Able to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
- Ability to communicate technical issues clearly in person, on the telephone and in written documents.
- Strong customer focus and ability to manage client expectations.
Key traits we’re looking for:
- Passionate
- Hunger to learn and develop.
- Team player
- Creativity
- Work hard play harder.
- Confident communication skills
About SOTI:
SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provide the tools organisations need to truly mobilise their operations and optimise their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organisation.-
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Tag: Relationship, Saas, Tech Industry, France, Europe.
