SORACOM

Customer Support

• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.
• You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Customer Service Specialist

Customer Success Manager

• Key Responsibilities
• - You will deliver incremental revenue generated by existing assigned customers.
• - You will have a deep understanding of customer needs and requirements and effectively communicate how our solutions can address their challenges which will result in long term customer retention and/or revenue growth.
• - You will be able to proactively navigate throughout the customer organization to identify net new opportunities or incremental revenue at the assigned customers.
• - You will initiate training sessions for customers on product features, best practices, and usage optimization as needed.
• - You will stay abreast of industry trends, market activities, and competitors to maintain a competitive edge.
• - You will collaborate with technical teams to ensure accurate and tailored solution offerings to customers.
• - You will identify opportunities to co-market with strategic customers and collaborate with the marketing team to bring those opportunities to fruition.
• - You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.