JOB DESCRIPTION
Job Title: Technical Account Manager (Customer Success) - Cruise & Ferry
Group: Cruise & Ferry Sales
Salary Range: Competitive / based on experience
Location: London, UK
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Overview:
At Neuron, we believe in a future with seamless connectivity. That's why we're on a mission to transform the connectivity for things that move, making connectivity experiences better for everyone.
Our team of tech and telecom experts are building a connectivity management platform that uses real-time data and AI to provide companies in the travel and transportation industries, including ships, planes, trains, and more, with unprecedented insights, visibility, and control over their connectivity-enabling them to deliver seamless connectivity, wherever they are.
Today, the Neuron platform is used by world-leading Fortune 500 companies in the cruise and commercial aviation sectors.
Why Neuron Networks?
- Founded in 2019, we are a fast-growing, Series A tech startup passionate about making connectivity experiences better for everyone.
- Our industry-first solutions are already addressing major challenges for companies in the travel and transportation industries-and we're just getting started.
- As an early-stage company, new hires will have the opportunity to make a significant impact on our growth trajectory.
- We are headquartered in the greater Miami region, with remote teams spanning the U.S., Europe, and India.
- Neuron Networks is backed by Columbia Capital, a respected venture capital firm founded in 1989 that has raised over $5 Bn of fund commitments.
About the Role
Neuron Networks is seeking a Customer Success & TAM within our Maritime vertical. The Technical Account Manager assists clients with a product's technical aspects. They inform and train clients in the product's proper use to enhance the customer experience and improve satisfaction. Additionally, they cooperate with the sales team to refine the sales process and ensure customer loyalty. In the technical account manager role, you will play a major part in the pre-sales and post-sales processes. Expertise in the technical elements of the product and clarity of instruction are important competencies in this position. Another important area for this role is in the project management of delivery to a customer. Success in this role will be demonstrated through improvements in the generation of sales leads, successful deployment of customer solutions and retention of clients.
As the Technical Account Manager, you'll be the trusted navigator for our client's cruise & ferry customers, managing client-side relations, delivering technical expertise, and ensuring customer satisfaction, while working closely with them to ensure their technical requirements are met. Drawing from your technical background, you will bridge our clients and internal teams, advocating for their unique requirements and driving the successful implementation of our SaaS solutions.
What You'll Do
Client Relationship Management:
- Cultivate strong, lasting relationships with maritime clients, understanding their unique needs and goals.
- Act as the main point of contact for all client-side interactions, providing support, addressing concerns, and ensuring customer satisfaction.
Technical Expertise:
- Utilize your extensive IP networking and SD-WAN background to comprehend and address the client's technical inquiries, challenges, and customization requests.
- Collaborate with the Software Development team to deliver timely solutions to client-specific software feature requests.
Project Management
- Leading on the project management of customer facing solutions delivery, from planning to execution
- Work closely with other project managers and cross-functional teams to ensure smooth execution of operations, networking, deployment, and service delivery for each maritime client.
- Be proactive in anticipating and resolving any potential roadblocks.
Solution Recommendations:
- Develop a deep understanding of our client's software product offerings and the unique needs of each cruise and ferry client.
- Leverage this knowledge to provide valuable insights and recommend additional software solutions that align with the client's requirements.
Analytical Problem-Solving:
- Demonstrate a keen analytical mindset to tackle complex technical challenges in the maritime industry daily.
- Be resourceful in finding innovative solutions and ensuring that our cruise and ferry clients' needs are met effectively.
Client Advocacy:
- Serve as the voice of the cruise and ferry clients within our client's organization, providing valuable feedback and insights to help shape the direction of their maritime solutions.
What You'll Need
- 5+ years experience in a similar field.
- Proven experience as a Technical Account Manager with a solid background in IP networking and SD-WAN deployment.
- Cruise & Ferry domain exposure and business knowledge
- Strong understanding of SaaS solutions and experience working with clients in the cruise & ferry industry (highly desirable) or similar.
- Familiarity with cruise and ferry industry connectivity challenges, and best practices is highly desirable.
- Bachelor's degree in computer science or relevant field
- Project management training and experience, including the use of PM tools
- Excellent interpersonal and communication skills to effectively engage with clients, project managers, and internal teams.
- Strong analytical mindset and problem-solving skills to address complex challenges.
What We'll Offer
- Connectivity and content engineering and business knowledge
- Opportunity to work in cross-functional teams.
- Competitive health benefits that start on day one
- Pension
- 30 days annual leave + bank holidays
- Commission plan
- Enterprise Product end-to-end experience with direct customer feedback
- Opportunity to work across teams and organizations.
Neuron is an Equal Opportunity Employer. Employment opportunities at Neuron are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, sex (including sexual orientation and transgender status), pregnancy, childbirth or related medical conditions, national origin, age, veteran status, disability, genetic information, or any other characteristic protected by law.
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