Customer Success Manager, Carbyne
$80-95k
Plus equity
More information about location
Emergency communication response platform
Job no longer available
Emergency communication response platform
201-500 employees
Job no longer available
$80-95k
Plus equity
More information about location
201-500 employees
Company mission
Carbyne's mission is to save lives and create safer communities by reinventing how emergency services communicate with themselves, citizens, first responders, and the state.
Role
Who you are
- Proven experience as a Customer Success Manager within the SaaS tech industry
- Experience in generating training materials and executing training sessions on-site/remotely
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Passionate about building lasting customer relationships
- Ability to think strategically and lead
- Customer service orientation
- Comfortable speaking in front of large groups
- Willingness to travel up to 30% of the time for client visits
- Proven customer success experience is within SaaS company serving public safety
What the job involves
- In this position, you’ll play a critical part in advancing Carbyne’s mission
- To bring value to our users and promote the usage of Carbyne's technology. This is a high-touch role where you'll be expected to provide excellent results and customer satisfaction. You'll act as an account manager with several responsibilities, including project initiation, operations, training, and onboarding
- Work closely with our customers to manage all operational activities, ensuring that Carbyne fulfills the contracted KPI/SLA, and serve as the primary escalation point for incident reporting. You'll engage Carbyne's relevant technical resources, when necessary. You'll also collect, analyze and use data and feedback in order to make our customers’ experience with our product seamless, consistent, and exceptional
- Serve as the lead point of contact for any and all matters specific to our customers
- Develop trusted relationships with decision-makers, key personnel, and IT staff
- Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices
- Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders
- Work closely with internal teams to present, meet, and exceed customer expectations and perceptions
- Identify and track enhancement requests for future features and functionality
- Advocate for customer success and adoption
- Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals
- Identify upsell opportunities and communicate any potential risks that would threaten renewal
- Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs
- Enhance the effectiveness and efficiency of operational processes and systems
- Develop and implement customer success policies and procedures
- Identify and implement strategies to improve customer satisfaction and product adoption
- Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience
Our take
Carbyne aims to create live and transparent emergency communication channels between citizens, emergency call centers, first responders, and the state. The idea of Carbyne is to create increased efficiency in emergency management. To achieve this goal, Carbyne has developed a unified platform for communication, delivering advanced IP-enabled communication features and caller solutions.
The value of Carbyne has been acknowledged by the investment community, with the company having raised in excess of $120 million from external funding. Founders Fund, Elsted Capital Partners, FinTLV and Kraft Group have been among the investors in Carbyne.
Competitors in Carbyne’s market includes RapidSOS, Rave, LiveSafe, Pocketstop LLC, Alertus, and ePACT. The company has been focused on securing new partnerships, most recently with Axon, a public safety company that provides real-time crime centre technology.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2022
$56m
SERIES C
Jun 2021
$20m
SERIES B
Total funding: $136.9m
Company benefits
- Remote + Hybrid Work Environment
- Health Insurance
- 401k Matching (4% Of Your Salary)
- Generous Meal Plan
- Home Office Budget
- Cell Phone & Internet Plan Reimbursement
- Options Agreement
- Free UDemy Courses
Company HQ
NoMad, New York, NY
Leadership
Amir Elichai
(Chairman, CEO & Founder)Spent over 9 years in the Israeli Special Forces and Ministry of Defense, before founding Sky Projects Holdings in 2010. Founded Carbyne in January 2014, serving as CEO and additionally as Chairman since 2020.
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