Senior Customer Success & Solution Architect
Wazo

Wazo

Senior Customer Success & Solution Architect

  • CDI 
  • Début :  
  • Télétravail total possible
  • Bac +5 / Master
  • > 7 ans

L'entreprise

Wazo

Wazo

  • Logiciels, SaaS / Cloud Services, Electronique / Télécommunications
  • Entre 15 et 50 salariés

Le poste

Senior Customer Success & Solution Architect

  • CDI 
  • Début :  
  • Télétravail total possible
  • Bac +5 / Master
  • > 7 ans

Who are they?

Who is Wazo?

Wazo is a software editor of an API-first Unified Communication Platform that provides to its customers (telco operators, service providers, integrators):

  • An all-in-one application suite to support IP telephony, collaboration and customer relationship needs
  • A strong solution that can be deployed in any infrastructure and managed through a cloud administration interface
  • A set of application programming interfaces (APIs) to build new communication services and integrate Wazo into the core of their information systems
  • A native open source platform which provides security and freedom to our customers.
  • Wazo believes that Unified Communication users should have more control over their communication tools and that businesses should be able to integrate innovative communication features into their business workflows. Wazo’s ambitions is to take a significant part of the UCaaS market that is expected to generate over USD 260 billion of revenues by 2028.

Since launching its solution in Europe in 2018, Wazo has successfully gained a foothold in this very competitive market thanks to its unique positioning and innovative IT approach: Wazo has already attracted more than 35,000 users and more than 50 Telecommunication Companies, Value-Added Resellers and Managed Services Providers.

Wazo is VC-backed.

Wazo
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Job description

What’s the Role?

As our first Senior Customer Success & Solution Architect in North America, you will support customers with tailored technical, product, and architectural guidance, best practices and solutioning such that the customer continues to realize success and value from the Wazo platform.

You will also support the sales team to determine and drive the technical sales strategy, approach for how to tackle the most challenging customer technical and functional complexities and how Wazo’s overall solution can be incorporated within the Customer’s ecosystem and address the customer business initiatives and issues.

You will join our new North America team to create and collaborate on deals and customers with our Sales, Marketing, Support and Engineering teams.

If you are hungry to build a technical career in a fast-paced, high-growth company, results-driven, personable, with a strong interest in technology… then we’d like to meet you!

What You’ll Do:

  • Champion and advocate for the customer within Wazo - you will be the voice of the customer and will have to coordinate between Wazo’s Sales, Product, Support and Training teams to drive customer success;
  • Participate in deep architectural discussions and design exercises to create reference architectures and solutions built on Wazo’s platform;
  • Deliver value focused / results-oriented proposals and solutions during the sales process;
  • After-sales, manage our deployment project during the implementation phase, with the help of our support and engineering teams to make sure customer’s satisfaction is at its best;
  • Build deep relationships with senior technical individuals;
  • Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning and being able to make customer understand technical issues;
  • Help to educate your accounts on best practices for using Wazo’s platform;
  • When necessary, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. professional services engagements, training sessions, on-site visits, etc.);
  • Provide valuable feedback to the Product and Support team to continuously improve products and customer experience.

Preferred experience

What You’ll Need to Succeed?

  • Strong experience building relationships with customers;
  • Hands-on skills to bridge gaps in functional and technical areas / solutions;
  • Ability to learn new technology quickly, as well as a strong interest in doing so;
  • Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision;
  • Ability to thrive in ambiguity in a fast-paced, deadline oriented start-up environment;
  • Project management experience;
  • A deep knowledge of SIP architecture and telecommunication infrastructure.

What Experience and Skills are Required?

  • 8+ years of technical solutions for customers preferably in telecommunications or UCaas companies industries;
  • Demonstrated success in Customer Success, Customer Support or Professional Services function for a product/SaaS company with enterprise customers;
  • Demonstrated ability to manage multiple projects at a time while paying strict attention to details and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention;
  • Project management experience, as you’ll need to be able to coordinate across various multi-cultural Wazo teams;
  • Entrepreneurial mindset;
  • Strong communication, relationship building, presentation, customer service, listening and writing skills and ability to concisely explain tricky issues and complex solutions;
  • Excellent time management and prioritizing abilities;
  • Both fluent in English and French;
  • Bachelor’s level degree in Computer Science or an engineering, mathematics, or another quantitative field;
  • Ability to travel as needed (incl. abroad)
Wazo

Wazo

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