Strategic Customer Success Manager- Telco Carriers

About Us

At Hiya we are on a mission to modernize voice with trust, identity, and intelligence. We're protecting everyday people from spam and fraud calls, connecting businesses with their customers, and helping carriers secure their networks for all. In 2015, Hiya founder, Alex Algard, saw the increasing need for innovation in the voice channel and began building the first caller ID and spam blocking apps for mobile while at Whitepages. In early 2016, Hiya spun out of Whitepages and brought its technology to market through Samsung Smart Call, the first-ever network-based spam solution with AT&T, and the Hiya consumer app. Three years later in 2019, we brought Hiya connect to market, a B2B branded call service that enables enterprise companies to connect to the consumers they are trying to reach. The combination of Protect, Connect, and the Hiya app has resulted in the world's largest Voice Performance Platform with over 450M monthly active users.

About the Position

We are seeking an experienced Strategic Customer Success Manager (Carriers) to join our growing team! In this role, you will be the face of Hiya as the key relationship owner with a short list of highly strategic Carrier customers. The ideal candidate thrives at driving complex account strategy, has very polished communication skills, has the technical and commercial skills to identify and drive new business opportunities and is eager to thrive in a results-driven environment.

What you’ll do:

• Act as both internal and external owner/ driver of account strategy for a short list of critical Carrier customers based in Europe
• Account Strategy includes a deep understanding of the following for each Carrier

Who is the Carrier at broad market level How does Hiya’s vision and product roadmap aligns with the above Where can Hiya grow with carrier

• Keep multiple internal Hiya functional orgs and stakeholders within them informed, engaged and accountable for their role in support of protecting and growing Carrier revenue
• Responsible for carrying the Hiya flag throughout the Carrier so stakeholders have a simple understanding of what value Hiya provides to Carrier today and what the Carrier could use Hiya for in the future
• Owns or directs any and all communications with the Carrier to promote account health and overall growth
• Responsible for regular monitoring of integration health, analytics health and trends, and user engagement.
• Responsible for identifying and driving opportunities to increase revenue from target accounts.
  • Technical requirements gathering and solution development in collaboration with Hiya Product and Engineering teams.
  • Pricing and commercial development in collaboration with Hiya Product and Legal teams.
  • Opportunity tracking and forecasting.
• Point of contact for support and training around Carrier console and any concerns or gaps that are identified
• Responsible for coordinating and holding a regular cadence of business review type meetings with Carrier which include relevant Hiya stakeholders driving toward strategic goals
• Responsible for diffusing any problems that arise

What you’ll need to succeed :

• 4+ years SaaS Strategic Customer Success experience
• Experience working with and Fortune 100 companies
• Served in previous technical roles or have a highly technical aptitude
• Experience with negotiating contracts and working with stakeholders
• A proven track record of exceeding goals in a measured, metric driven environment
• Excellent written and oral communication skills

The person in this role must embody Hiya’s key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a POV, engaging in discussion, listening respectfully to others opinions and committing to decisions.

You will have a fast start if you have experience:

• 4+ years in Strategic Customer Success
• Experience working directly with enterprise customers (Fortune 100)
• Served in previous technical roles or have a highly technical aptitude
• History of collaborating with multiple teams to improve customer experience
• Bachelor degree preferred

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

More Details

• Start Date: Immediately
• Status: Full-time
• Type: Hybrid- 2 days a week in office
• Location: London
• Travel Requirements: up to 40%
• Department: Sales (Customer Success)
• Direct Reports: No

Benefits

All our team members embody Hiya’s key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a POV, engaging in discussion, listening respectfully to others opinions and committing to decisions.

• 25 days holiday plus bank holidays
• Opt in salary sacrifice pension scheme
• Enhanced Paid parental leave
• Private medical, dental and vision insurance through Vitality
• Employer-paid life insurance 2x base salary
• Donation Matching for a charity of your choice (up to $1,000/ year)
• WFH equipment stipend
• $1,000/year in Professional Development funds

You must be prepared to work in a Hybrid work pattern and be in the office a minimum of 2x weekly. Our office is based in Vauxhall, SE1 7TY.

Hiya is an equal opportunity employer. We value and embrace diversity. We do not discriminate on the basis of race, color, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age or disability status. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.