Cambium Networks
Location
Bangalore | India
Job description
Cambium Networks delivers wireless communications that work for businesses, communities, and cities worldwide. Millions of our radios are deployed to connect people, places and things with a unified wireless fabric that spans multiple standards and frequencies of fixed wireless and Wi-Fi, all managed centrally via the cloud. Our multi-gigabit wireless fabric offers a compelling value proposition over traditional fiber and alternative wireless solutions. We work with our Cambium certified ConnectedPartners to deliver purpose-built networks for service provider, enterprise, industrial, and government connectivity solutions in urban, suburban, and rural environments, with wireless that just works.
Check out our career opportunities at Department Description Cambium Networks is a leader in wireless networking technology committed to delivering high-performance, high-capacity carrier grade wireless and network equipment and management systems to customers ranging from large industrial organizations to innovative broadband service providers, to Enterprise operators in Education, Hospitality and MSPs, to public and private networks across the globe. Cambium's mission is Connecting the Un-Connected and Under-Connected – People, Places and Things. Our wireless fabric of connectivity solutions makes the network resilient, easy to operate, high performance, and agile, providing cost effective connectivity for network operators. The successful candidate will join the Global Services organization at Cambium Networks that caters to a wide variety of product innovation, solutions, and customer engagements. Scope of Responsibilities & Position Expectations The TAC Director/Manager is a senior leadership role responsible for overseeing and optimizing the customer support operations of Cambium Networks' wireless broadband and Enterprise network services. The Director/Manager will lead a team of support engineers and specialists to ensure the highest level of customer satisfaction and operational efficiency. This role involves overseeing day-to-day support operations, ensuring adherence to quality standards, and working collaboratively with the multiple teams and functions within the company to enhance the overall customer experience. Key responsibilities include - Team Leadership Recruit, train, and supervise a team of customer success engineers and specialists. Foster a culture of excellence, teamwork, and continuous improvement within the team. Set performance expectations, provide coaching, and conduct regular performance evaluations. Manage team rosters, performance, set KPIs, and provide regular feedback. Support Operations Manage daily support operations, ensuring customer inquiries are handled promptly and efficiently. Prioritize support requests and allocate resources effectively to meet response and resolution times. Technical Support Oversee the team in providing technical support for wireless broadband and Wi-Fi services, ensuring timely issue resolution and troubleshooting. Handle escalated technical inquiries and complex issues, demonstrating effective problem-solving skills. Quality Assurance Develop and maintain quality assurance standards for technical support, ensuring a consistent and high-quality customer support experience. Implement feedback loops for continuous improvement. Process Improvement Continuously evaluate and improve support processes to enhance operational efficiency and customer satisfaction. Implement best practices in wireless broadband and Enterprise Wi-Fi and networking customer support. Customer Engagement Ensure the team delivers timely, professional, and empathetic support through various channels (phone, email, chat). Monitor customer feedback and satisfaction levels, taking proactive measures to improve service quality. Data Analysis Utilize data and metrics to assess support team performance, identify areas for improvement, and make data-driven decisions. Prepare and present reports on support performance, network status, and customer feedback to senior management. Cross-Functional Collaboration Collaborate with other departments, such as Product Development, Product Management, Sales, and Supply Operations to align support strategies with broader business objectives. Budget Management Manage the customer support department's budget, optimizing resources to achieve departmental and company goals. Career Growth: To achieve career growth as a Customer Success Director/Manager, it's essential to consistently deliver results, build strong teams, and maintain a customer-centric mindset. Networking, staying informed about industry trends, and seeking mentorship or coaching can also be invaluable in advancing your career in this field. Your ability to drive customer satisfaction and support excellence is an asset in today's business landscape. The Customer Success Director/Manager at Cambium Networks has a few viable options for advancement. Senior Director or VP of Customer Success: As a Customer Success Director/Manager, your primary goal is to ensure customers are satisfied and receive value from Cambium's products or services. As you gain experience and demonstrate your ability to drive customer success, you can progress to a more senior leadership role, such as Senior Director or Vice President of Customer Success. In these roles, you'll typically have a broader strategic influence and manage larger teams or oversee multiple customer success departments. Senior Director or VP of Global Services: With a deep understanding of customer needs and product/service value, you can explore roles at a broader level where you can build professional services around the products and markets that Cambium serves. Your insights into customer behavior and satisfaction are highly valuable in these areas. Expansion to Other Departments: With a deep understanding of customer needs and product/service value, you can explore roles in other departments such as product management, marketing, or sales. Your experience and insight into customer experience with Cambium's products, services and solutions will make a significant impact in these departments. Overall, there are many opportunities for career growth as a Customer Success Director/Manager within Cambium Networks, and the path may vary depending on individual goals, interests, and passion to succeed. Knowledge/ Skill Requirement A Customer Success Director/Manager is responsible for ensuring customer satisfaction, loyalty, and success in using Cambium's products or services. This role requires a diverse set of skills and knowledge in customer relationship management, leadership, and strategic planning. Here's a list of key knowledge and skills required for a Customer Success Director/Manager: Customer-Centric Mindset: Deep understanding of customer needs and a commitment to enhancing their experience. Product/Service Knowledge: Quickly learn and obtain comprehensive knowledge of Cambium's products and services to guide customers effectively. Relationship Management: Ability to build and maintain strong customer relationships, fostering trust and loyalty. Leadership: Strong leadership and team management skills to lead a customer success team effectively. Strategic Planning: Capable of developing and executing customer success strategies aligned with organizational goals. Communication: Excellent communication skills for both internal team collaboration and external customer interactions. Data Analysis: Proficiency in using data and analytics to measure and improve customer success outcomes. Problem-Solving: Strong problem-solving and critical thinking skills to address customer challenges and opportunities. Customer Feedback: Ability to gather and interpret customer feedback to make informed decisions. CRM Software: Proficiency in using Customer Relationship Management (CRM) software to track customer interactions and measure success metrics. Customer Retention Strategies: Knowledge of customer retention strategies and techniques to reduce churn. Ability to negotiate and manage customer expectations effectively. Exceptional customer service and conflict resolution skills Team Building: Building and managing a high-performing customer success team. Metrics and KPIs: Understanding key performance indicators (KPIs) and metrics used to measure customer success and engagement. A successful Customer Success Director/Manager possesses a combination of technical, leadership, and soft skills, along with a deep understanding of the customer journey and a commitment to achieving customer success and satisfaction. These skills and knowledge will enable them to drive growth, customer loyalty, and long-term relationships. Additional Qualifications: Bachelor's degree in Enterprise networking, wireless technology or a related field; a Master's degree is a plus. 10 years of experience in product customer support in Enterprise Wi-Fi, networking, and wireless technologies or related field with 3-5 years in a leadership role. Proven experience in developing and executing customer support strategies for wireless broadband and Enterprise networking services. Strong analytical and problem-solving skills. Excellent communication, leadership, and interpersonal skills. Willingness to work flexible hours, including evenings and weekends, to handle urgent support issues.Job tags
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