Description
Cox Communications is now hiring for a Customer Success Lead for its Cox2M business line. Cox2M is a new Internet of Things (IoT) business line within Cox Communications established in 2018. The Cox2M Team’s mission is to unleash the true potential of a connected world by enabling complete asset tracking and monitoring solutions, giving businesses and communities the data and tools they need to improve processes, realize operational efficiencies, and deliver better experiences to customers and residents. You’ll contribute to the Cox2M Operations team, working with a dynamic team of professional intrapreneurs passionate about solving customer needs using disruptive technologies. Visit www.cox2m.com to learn more.
About the Job:
Cox2M delivers end-to-end, groundbreaking solutions to diverse customers in target verticals such as automotive, smart communities and industrial. Be a data-driven leader who thrives in a dynamic, fast paced, and innovative environment, where you will lead the customer success operations for one of our automotive vertical teams while reporting to the Operations team within Cox2M. The Operations team ensures deployment readiness of both technology and process for all Cox2M solutions. As Customer Success Lead, you will coordinate with the customer, internal Cox2M and partner teams. Your role will align with the Cox2M Customer Success team to implement similar support processes, data analyses and best practices for your automotive team. You will enable the most positive customer experience and value creation by establishing strong relationships with our customers, ensuring customers fully adopt the Cox2M solution and providing data-based insights that improve their business operations and capture value. The Customer Success Lead role ensures that the team can wow customers and deliver groundbreaking solutions that solve real challenges. This position reports to the Director of Customer Success on the Operations team for Cox2M.
Primary Responsibilities and Essential Functions
- Demonstrates relentless passion and drive to understand customers’ needs, objectives and value drivers by conducting proactive customer and data analyses.
- Defines and uses metrics and data to ensure customers with different use cases optimize the benefits, cost savings and effectiveness of the Cox2M solutions purchased.
- Serves as the voice of the customer within the Cox2M team. Works and partners across functions to ensure successful customer deployment, adoption and renewal.
- Engages proactively with customers to anticipate and offer data-driven solutions and enhancements that are appropriate and beneficial to their business success.
- Ensures network, sensors, and supporting processes are delivered on time to any site where Cox2M solutions are deployed by working very closely with all relevant teams.
- Secures, synthesizes and analyzes solution data to drive actionable insights for customers
- Draw on client-facing and project-management skills to work directly with technical and business functions and to deliver against a roadmap, manage expectations and navigate escalations.
- Delights and grows the customer by meeting or exceeding Cox2M customer support expectations.
- Works as a dynamic individual contributor that may from time to time manage vendor or partner team members.
- Expected to travel up to 25% of the time.
Skills and Qualifications
Minimum
- 8 years of experience in a related field (Customer Relations, Data Analysis, Project Management, Marketing, Sales Operations, etc.; or a BS/BA degree in a related discipline (i.e. Strategy, Marketing, Business, etc.) with 4 years of experience in a related field; or MS/MA degree in a related discipline with 2 years of experience in a related field; or Ph.D. in a related discipline
- 5 years or more of experience required in related field (i.e. Customer Relations, Data Analysis, Project Management, Marketing, Sales Operations, etc.)
- Strong knowledge of Excel, PowerPoint and appetite to learn and implement new tools
- Passion for inquisitive operations and people analytics and problem solving
- Comfortable working autonomously on multiple workstreams and topics at the same time, pushing toward tight deadlines, at times with limited information
- Comfortable reaching out and securing engagement of multiple team members for information, brainstorming, guidance or action
- Comfortable working autonomously in differing and varying work environments (office, home office, field office, partner site, customer site, tradeshows and other)
- Strong interpersonal, presentation, and collaborative skills and commitment to develop further such skills and work effectively with teams throughout organization and outside the organization with limited oversight
- Natural curiosity and tendency to question the status quo combined with proven solid analytical and problem-solving skills. Strong verbal and written communication skills
Preferred
- Experience with analytics tools
- Prior experience working in a fast-paced customer facing environment solving operational problems
- Experience in technology or automotive preferred
At Cox Communications, our employees are our most important resource. To demonstrate the value we place in our employees, we offer:
- Generous benefits to include healthcare day one, paid time off and 401(k) matching
- Career development programs and ongoing training, including tuition reimbursement
- Future career growth and promotional opportunities
- Mentoring and training programs
- Commitment to our communities through employee volunteer opportunities
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About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
