Envoy Air

Director

• Apply Digital Envoy’s IP geolocation and VPN data to solve customer problems across verticals
• Own a vertical market product suite and drive growth for that business domain
• Manage and refine product roadmap based on market research and intelligence
• Conduct market research via online resources, conferences, customer calls, and sales feedback
• Identify key problems and define target buyer personas
• Analyze data to discern trends, patterns, and use cases for product improvement
• Understand competitive marketplace and create product positioning documents
• Synthesize research insights to develop solutions addressing customer problems
• Collaborate with engineering to define requirements and align on product vision and timeline
• Partner with marketing to develop product positioning, messaging, collateral, and thought leadership
• Create sales collateral and training materials prior to product launch
• Train and support sales teams and assist on customer calls to highlight product differentiators
• Develop and evolve market segmentation and analyze sales data to enhance product line sales
• Initially understand current customers’ data usage and build solutions to increase value to them

Product Director

Customer Success Manager

• Act as the main point of contact for LocID-related technical inquiries across all regions and time zones
• Support global customers with occasional off-hours flexibility to meet the needs of international partners
• Provide responsive, clear, and helpful support to clients via email, calls, and virtual meetings
• Collaborate with Engineering, Product, and Data teams to troubleshoot, escalate, and resolve technical issues
• Work with Sales and Marketing to strategize on client retention, re-engagement, and upsell opportunities
• Proactively monitor client usage and engagement trends, identify drop-off risks, and take action to re-engage or resolve concerns
• Assist with onboarding and implementation as needed, helping clients successfully adopt and integrate LocID
• Monitor client usage and proactively follow up to ensure engagement and satisfaction
• Identify opportunities to grow the business by uncovering future commercial and sales prospects
• Maintain detailed logs of client interactions, resolutions, and trends to drive continuous improvement
• Develop FAQs and documentation to streamline support and reduce response times
• Gather feedback and feature requests from clients, serving as their internal advocate
• Help shape scalable client success processes as the product and team grow

Product Director

Technical Client Success Manager