Want to join an organization whose mission is to Connect The World?

The Future is FOND! We envision the right people with the right talents working smarter to connect communities and enable reliable communication across geographic boundaries. With FOND, it’s even more possible. For our first year as a stand-alone business unit, our mission is to realise a consistently delivered, stable SaaS product that helps telecommunications engineers create the fiber optic network designs they need, when they need.

We’re looking for a Customer Success Partner to:

Create impactful content to help our customers learn. It’s easy to say we put our customers first. A lot of places do. At Biarri Networks, we particularly care about ensuring that our customers’ first use of FOND is such that they feel good, smart, and positioned to keep getting better. You will be in charge of creating and publishing the content that makes this possible.

Deliver this content! This is where the pedal meets metal: You will run point on continuing to nurture the customer relationships that sales begins, and document these interactions in Monday.com. In other words, you will become our expert on our customers, which leads us to the next topic…

Influence Product and Development. Your expertise of our customer base means you are best positioned to help us iterate on the product roadmap and development strategy to accurately reflect our market. We want to know the (data-backed) truth! We value direct and kind communication, and to borrow from Brené Brown, clear is kind.

Assist with Sales by being you. Thanks to your work, customers stick with us and continue to bring on more team members. Because you are there to introduce yourself from the beginning (post-demo calls and trial set up), investing in trust-building starts early.

Without these skills and attributes you may feel like you’re in over your head:  

Skills 

• Writing and speaking clearly and succinctly 
• Actively practicing improvement of your own listening
• Basic understanding of geospatial data and network design   
• Strong decision-making supported with data, but also grounded in your gut when appropriate

Attributes

• Feeling comfortable hitting “publish” on the things you write, for various purposes and audiences (from a 1-1 email conversation with a customer all the way to a big announcement email that is mass sent) 
• A sense of extroversion and interest in getting to know others (this does not mean you have to “be” an extrovert!) 
• Curiosity about learning a given software (what it does, what each part is, articulating how that software helps you do tasks that solve a problem)
• Experience working in the Telecommunications industry -- but if not, then experience in urban planning, construction, or civil engineering can work too

These skills will make the job downright fun but aren’t dealbreakers: 

• Curriculum creation and teaching at any level 
• Basic fluency in 
• SaaS business principles 
• Video clip creation
• Digital analytics and measurement

If you are not an American passport holder please be prepared to provide evidence of your working rights in the United States.