Head of IoT Customer Success

2 weeks ago

Dublin, Dublin City, Ireland CSL DualCom Limited Full time

An opportunity has arisen to join our IoT Team.

Croxley | Hybrid

Who Are CSL?

• We are a leading international IoT service provider specialising in sectors including Fire, Security, Telecare, Critical
National Infrastructure, Retail and Water Utilities.

• We are a rapidly growing, private equity-backed company with operations in multiple countries, including the UK, Ireland,
the Nordics, Benelux, and Spain.

• We have completed 6 acquisitions in 6 years, each one adding further expertise and scale to our market-leading
propositions.

• Today, we have over 3 million IoT connections across the world.

• We now have over 200 employees within the Group – and this is growing all the time.

• Our high performing team of experts is renowned for delivering leading solutions and services, backed up by world-class
customer support across markets that demand nothing less than absolute certainty.

• Our products and solutions have won over 20 awards across a range of industries.

• Whether you're looking for a new start or looking for a move into a company where you can make a difference, CSL could
be the platform you are looking for.

Who Are CSL Looking For?
As the Head of Customer Success, you will play a pivotal role in shaping and executing our sales support and customer engagement
strategy. You will develop and lead a team of IoT Sales Support Specialists focused on the CSL product portfolio, providing bestin-class sales support and customer onboarding. Additionally, you will oversee the Business Support team, managing functions
such as service provisioning, CMP management and pricing/tariffing, revenue/cost assurance, and commercial data analysis for
our estate of 3M+ customer connections.

Duties & Responsibilities:
This role will encompass a range of responsibilities including but not limited to:

Sales Support: Establish, develop and lead a high-performing team of IoT Sales Support Specialists who are experts in the CSL IoT
product portfolio, fostering a culture of collaboration, innovation, and continuous improvement.

• Deliver high quality sales support interfaces to external customers and internal IoT sales and Sales/Bus Dev functions.

• Provide strategic direction for best-in-class sales support, working closely with the sales functions across multiple
geographies to meet customer needs, providing guidance on best practices and usage to optimise customer experience.

• Proactively manage and grow key customer accounts, identifying opportunities for upselling or cross-selling by
collaborating with sales teams to expand customer relationships and drive revenue growth.

• Provide insights from customer interactions to inform product development and marketing efforts.

• Develop a deep understanding of our products/services to effectively communicate their value to customers.

• Oversee the creation of compelling sales support proposals, tools and presentations.

• Manage onboarding, trials and proof of concepts, ensuring success criteria are met with a seamless and successful
customer handover from sales into operations.

• Collaborate closely with IoT Technical Services to share expertise and deliver more specialist technical proposals, RFPs,
Statement of Works, solutions documents and customer solutions/projects.

• Engage with the development of pricing strategies and collaborate with the sales teams to qualify and prioritise
opportunities.

• Attend customer meetings and presentations, offering expertise and building relationships with key stakeholders.

• Represent the company at industry shows and events, showcasing our IoT solutions, engaging with potential customers,
partners, and industry stakeholders.

• Qualification of inbound customer opportunities/enquiries and collaboration with sales teams where required.

• Provide ongoing training and resources to keep the team informed about product advancements, technologies and
industry trends.

Business Support: Manage and provide strategic direction for the Business Support team, overseeing critical functions such as
service provisioning, tariffing, revenue/cost assurance, and commercial data analysis.

• Provisioning, management, and control of 3rd party supplier services, including onboarding of new MNOs and other
communication providers.

• Build/control and management of customer tariffs, overage and price plans.

• Building and maintain core product expertise, supporting customers where necessary.

• Understanding and documenting business process requirements, recommending areas to increase efficiency and
automation.

• Providing support and expertise for all CSL and Supplier management portals and provisioning systems

• Cost analysis and management for key supplier services and monthly tariff optimisation

• Revenue assurance activities ensuring supplier costs are managed in line with customer revenues.

• Providing and presenting commercial reporting, statistics and metrics to key customers and stakeholders

• Troubleshooting process/system/customer issues where necessary and liaising with billing/product teams to effect
resolution.

Key Skills & Qualifications Sought:

• University education in business and/or equivalent experience.

• 5+ years of proven experience in customer success, account management, or a related role. Experience of the IoT
marketplace would be beneficial.

• Commercially minded with proven ability to analyse/articulate and provide presentations to senior stakeholders.

• Ability to thrive in a fast-paced entrepreneurial work environment. Must possess strong communication skills, a strong
work ethic, high energy, enthusiasm.

• Capability to innovate and 'think out of the box' to deliver products and solutions which meet customer requirements.

• Able to deliver to tight times scales and to quickly identify innovative, pragmatic, and cost-effective solutions to
process/product/customer issues.

The above should not be viewed as an exhaustive list of skills and/or qualifications but rather CSLs view on the ideal candidate. If
you feel you can meet three quarters of the requirements and learn the rest with support from CSL please apply now with an
indication of your salary expectations for the role.

CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual
orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity

#J-18808-Ljbffr

  • IOT & Mobile Solution Sales Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland Vodafone Full time

    Why Vodafone Business? As customers continue to invest in digital to capture productivity and growth in Ireland,we are embarking on a journey of transformation. This is an exciting time to join Vodafone Business as we are helping customers achieve their business ambitions through our expanding portfolio of ICT solutions and services across...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland MongoDB Full time

    We are looking for a motivated, hardworking and hands-on Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges with some of our largest global customers; are adaptive and...

  • Senior Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland MongoDB Full time

    The RoleWe are looking for a motivated, hardworking and hands-on Customer Success Manager (CSM) to help our customers realize and improve the value of their MongoDB subscription and services.Individuals in this role have a passion for technology and the ambition to dive head-first into new challenges; are adaptive and excited to help innovate with new...

  • Customer Success

    4 weeks ago

    Dublin, Dublin City, Ireland Cpl Full time

    Customer Success - FinTech – DublinCpl on behalf of our Lead Fin-Tech client have a requirement for an Customer Success - FinTech to join their team. This post is TEMPORARY (11 months contract with extension subject to budget approval). The role is based in Dublin 15. The working model is hybrid (3 day in site and 2 days from home).Working a 40 hours per...

  • Customer Success

    1 month ago

    Dublin, Dublin City, Ireland Cpl Full time

    Customer Success - FinTech – DublinCpl on behalf of our Lead Fin-Tech client have a requirement for an Customer Success - FinTech to join their team. This post is TEMPORARY (11 months contract with extension subject to budget approval). The role is based in Dublin 15. The working model is hybrid (3 day in site and 2 days from home).Working a 40 hours per...

  • Head of Commercial Operations

    2 weeks ago

    Dublin, Dublin City, Ireland Cubic Telecom Full time

    The CompanyFounded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help vehicle and IoT device manufacturers manage and grow revenue streams. Fast paced, smart, determined, and continually seeking new ideas. That's us, is it you? We are a leading cloud-based Machine to Machine...

  • Customer Success Assistant

    2 weeks ago

    Dublin, Dublin City, Ireland Salesforce Ireland Full time

    Job Description:We are seeking a dynamic and proactive Customer Success Assistant to join our team at Salesforce Ireland in Limerick, Munster. In this role, you will be responsible for providing exceptional customer service and support to our clients, ensuring their success with our products and services. As a key member of our Customer Success team, you...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Salesforce, Inc. Full time

    For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.As a Customer Success Manager (CSM), you will serve as a...

  • Customer Success Associate

    2 weeks ago

    Dublin, Dublin City, Ireland Datadog Full time

    Customer Success Associate - Dutch Dublin, Ireland As a Customer Success Associate, you will train, drive adoption, and identify growth opportunities across a high volume of Datadog customers to ensure successful product use and retention. You'll be an advocate for the customer internally and focus on providing a positive experience for a high volume of...

  • Manager, Customer Success

    2 weeks ago

    Dublin, Dublin City, Ireland Procore Technologies Full time

    We're seeking a Manager of Customer Success to lead a team dedicated to adding value to SMB accounts in EMEA. Are you ready to drive adoption, ensure renewals, and spot growth opportunities while delivering exceptional customer success? Let's talk about evolving our processes at hyper-growth speeds and fostering a team that embodies Procore's core...

  • Manager of Customer Success

    2 weeks ago

    Dublin, Dublin City, Ireland The Stepstone Group Full time

    Job DescriptionThe job overviewJoin our team to play a key role in transforming the way we assist customers in maximizing the value from our hiring platform. The primary goal is to help customers find the right talent, aligning with our Stepstone vision of providing the perfect job for each individual. As part of the Customer Success department, you will...

  • Customer Success Associate

    2 weeks ago

    Dublin, Dublin City, Ireland Indsci Full time

    This is an exciting and challenging customer advocacy opportunity in a software environment. As a Customer Success Associate you will be responsible for the loyalty and retention of a large portfolio of Intelex customers. You'll work with customers on both a proactive and reactive basis through email and Teams/Zoom sessions, with a primary focus on customer...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Salesforce, Inc. Full time

    Inc's Candidate Privacy Notice contains more details about the handling and use of the personal data of job applicants.For more information about our website privacy practices, please see our Privacy Statement. Customer Success Manager - Salesforce Data Cloud page is loaded Customer Success Manager - Salesforce Data Cloud Apply remote type Office - Flexible...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Fortive Full time

    We are looking for a skilled professional who will ensure their customer's success with Fluke Reliability System's (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland The Stepstone Group Full time

    Job DescriptionOverview of the PositionJoin our team to take on the responsibility of managing and nurturing long-term customer relationships. Your main task will be to closely engage with customers to ensure they fully benefit from the services and products they have acquired from us.Working within the Customer Success division, you will collaborate closely...

  • Customer Success Manager

    4 weeks ago

    Dublin, Dublin City, Ireland Fortive Corporation Full time

    We are looking for a skilled professional who will ensure their customer's success with Fluke Reliability System's (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer...

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Fortive Corporation Full time

    We are looking for a skilled professional who will ensure their customer's success with Fluke Reliability System's (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer...

  • Customer Success Manager

    4 weeks ago

    Dublin, Dublin City, Ireland Fortive Corporation Full time

    We are looking for a skilled professional who will ensure their customer's success with Fluke Reliability System's (FRS) eMaint computerized maintenance management software (CMMS) product offering. Our products and services are successful in part because they are very effective but also because of our commitment to providing an exceptional customer...

  • Customer Success Representative

    2 weeks ago

    Dublin, Dublin City, Ireland GirlCrew Full time

    Job Description:GirlCrew is seeking a dedicated and enthusiastic Customer Success Representative to join our team in Waterford, Munster, IE. As a Customer Success Representative, you will be responsible for building strong relationships with our customers, ensuring their satisfaction, and maximizing their overall experience with our products and services....

  • Customer Success Manager

    2 weeks ago

    Dublin, Dublin City, Ireland Modash OÜ Full time

    The world doesn't need big media companies to cover every story. What the world truly craves are millions of creators. Independent voices that bring unique and fascinating tales to life online.At Modash, our goal is to support every creator in earning a living.Join Us! Customer Success Manager at ModashHere's a glimpse of what a week looks like for a...