Careers

Director of Customer Experience

This is an exciting opportunity to join a pioneering cloud-based B2B mobile optimization company at a critical time in our growth. Our company delivers wireless cost savings and life-cycle management services for corporate mobile environments via a proprietary SaaS platform.


Opportunity
This newly created position will give you the chance to apply your operational expertise and strategic mind while leveraging your SaaS software delivery model experience to design and implement a complete customer management program. You will be accountable for defining, implementing and managing both the optimal operational approach for on-boarding customers to our platform, as well as the ongoing customer care strategy. You will lead, mentor and motivate an existing project management team, and hire and develop new team members as needed. This role reports directly to the CEO, and will work closely with other functional leaders across the business to drive growth, profitability, productivity, and customer satisfaction.

The ideal candidate will be and action-oriented leader with a drive to improve and a desire to make impact in a growing organization. This individual will be an integral part of our team and will play a pivotal role in shaping the strategic direction of the company.


Responsibilities

  • Oversee the entire customer experience function of the organization, including developing and refining business operations policies, procedures and best practices; leading and growing a staff and executing business strategies/li>
  • Develop and manage an efficient, professional, and scalable on-boarding plan for new customers
  • Design and implement end-user training, determine the optimal methodology and required resources (API’s, etc.), manage customer data, customer interactions and overall customer satisfaction
  • Design a plan to conduct regular business reviews with all customers, and to share feedback with relevant stakeholders
  • Solicit feedback and prioritize requirements regarding SaaS platform functionality from internal (Sales, Customer Service, Finance) and external (customers, partners, vendors) groups and communicate to the software development team
  • Work with Sales and Marketing teams to jointly develop customer growth and retention programs
  • Create and adhere to annual operations budget, and provide regular reporting
  • Define, maintain, and monitor organizational performance metrics
  • Represent the Company from time to time in meetings with customers, partners, vendors, industry associations and community organizations
  • Participate in business planning activities for future development and growth of the organization



    • Requirements

  • 5+ years customer experience and/or project management experience
  • Bachelor’s degree or equivalent>
  • Experience implementing or supporting processes around Software-as-a-Service (SaaS) based customer platforms
  • Ability for occasional business travel
  • Exceptional interpersonal skills for both internal and external interactions
  • Excellent organization, management, and delegation abilities
  • Familiarity with Cellular/Mobility industry is preferred, not required



    • Locations

  • Long Island, NY
  • Princeton, NJ
  • Lancaster, PA
  • or Scottsdale, AZ



    • Compensation

  • Salary, bonus & benefits commensurate with experience and achievement



    • Please email your resume and cover letter to careers@cellularoptimization.com






    Account Manager

    This is an opportunity to become part of a dynamic and distinguished team that provides cellular cost optimization services to enterprises. Basically, we reduce our clients’ monthly cell phone bills…while simultaneously making it easier to manage their mobile device inventory, services and providers. We are seeking a full-time Account Manager with the commitment, skill and work ethic necessary to support an assigned client base.


    Opportunity

    You are a champion of service and customer care. You manage each client relationship with skill, diligence and an exceptional degree of professionalism. You educate the client about all things cellular and excel at consistent client communication. Armed with our unique software, the support of a seasoned sales force and an established knowledge of cellular carriers and services, you become an extension of our clients’ teams and their trusted advisor.

    Exceptional at accessing, analyzing and manipulating data on differing platforms, you identify the optimal mix of plans, features and discounts to meet our clients’ dynamic usage patterns. You make sure to be well informed about new carrier plans and price changes, contract renewals, new technology requirements, cellular best practices and more. Deftly navigating the full array of carrier organizations, you relentlessly manage workflow to ensure new service orders, change requests and disconnects are completed efficiently and as a result savings are maximized. You handle billing inquiries and solve sudden issues with focus and poise.

    You excel in a dynamic environment in which you wear many hats. The informal and friendly environment of a small, efficient team suits you. Your old-fashioned work ethic, coupled with new school business savvy, enables you to meet high performance expectations. The thrilling potential of a fast-growing organization with a challenging career appeals to you.


    Skills/Experience

  • Associate’s or Bachelor’s degree in information technology, or accounting, or related area or the equivalent in training and experience
  • Wireless experience preferred
  • Strong knowledge of cellular products and services
  • Excellent listening, speaking, and written communication and presentation skills
  • Strong organizational skills, focus on follow-through and attention to detail
  • Computer skills, Office Suite and especially Excel



    • Location

  • Flexible



    • Compensation

  • Salary, bonus & benefits commensurate with experience and achievement



    • For more information please email careers@cellularoptimization.com






    Channel Sales Manager

    This is an opportunity to become part of a dynamic and distinguished team that provides mobility cost optimization services to enterprises. Basically, we reduce our clients’ monthly charges from wireless providers…while simultaneously making it easier to manage their mobile device inventory, services and providers. We are seeking a full-time Channel Sales Manager to support our current partners and to grow our channel program by recruiting and developing new partners.


    Opportunity

    Go ahead…take your place at the table with our elite team, because you are a master of building relationships. Adept at recruiting and developing partners, you thrive on the challenge of motivating them to sell our services to their clients. And given your natural sales skills, you enjoy presenting our solutions to both our partners and perhaps even more, directly to their clients. Relentlessly focused on closing the deal, you take time to understand the needs of both client and partner to ensure nothing is left to chance. Exceeding expectations, you become the mobile subject matter expert and a trusted partner.

    In addition, you are an ace problem-solver assisting with inquiries and concerns, benefiting client and partner alike. Gaining perspective from daily interactions with partners and clients, you convey your knowledge to management and our software development team helping to drive product and service improvements.

    You excel in a dynamic environment in which you wear many hats, exhibiting professionalism and courtesy throughout. The informal and friendly environment of a small and efficient team suits you. An old-fashioned work ethic, coupled with new school business savvy, enables you to meet high performance expectations. The thrilling potential of a fast-growing organization with a challenging, fast-paced career appeals to you.


    Skills/Experience

  • Presentation/sales skills – both via the web and in person
  • Knowledge of mobile carriers, types of voice and data plans and mobile devices
  • Experience selling mobile services to businesses a plus
  • Channel sales experience a plus
  • Willingness to learn a lot quickly and work hard to succeed



    • Location

  • Flexible



    • Compensation

  • Salary & Commissions



    • For more information please email careers@cellularoptimization.com