Aeris Communication

  • Account Manager, Business Operations - Automotive

    Job Locations US-CA-San Jose
    Job ID
    2018-1412
    Category
    Sales

  • The "Internet of Things" (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients like Chrysler, Honda and Bosch fundamentally improve their businesses.  Headquartered in Silicon Valley with offices in Chicago, London, and Delhi, we rank among the top ten cellular providers for the IoT globally. We power critical projects across automotive, energy, retail, healthcare and more.

     

    We are a valued supplier to our automotive OEM partners, including Mitsubishi, Honda, Hyundai, Fiat, and Chrysler creating top of the line connected car solutions.  We are excited to continue expanding our product portfolio and continue supporting our automotive customers globally.  That’s where you come in.  Aeris is looking for a Business Operations Account Manager to join the Aeris Automotive Group. 

     

    The role offers an environment that values innovation, autonomy and integrity. A few things to know about us:

     

    • We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can’t settle for another company’s tried and tested template. Innovation is the key to our success and it’s reflected in everything we do: from product design to corporate wellness.
    • We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception, and will have the ownership and autonomy needed to be truly creative.
    • Integrity is essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it).
    • We walk the walk on diversity. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.

     

    The Business Operations Account Manager will be part of the Automotive Team providing post-launch support to customers on the Aeris Mobility Platform (AMP).  You will be responsible for regularly interfacing with our customers in the US, Japan and Europe and working with various teams throughout the organization to assist in the evolution of the Connected Car program.  This includes working with product teams, engineering, legal, finance, project management and customers on new initiatives, future service deployments, process enhancements, and overall business improvements. 

     

    You will define gaps, develop plans and shepherd implementation of solutions that are required to enhance the overall production experience of our customers.  This will include enhancements to mobile apps, owner portals, call centers, billing functions, data flow, CRM and more.  You will also interact with external suppliers to ensure service level objectives and requirements are being met.  You will work on the evolution of 3rd party integration with smart speakers, smart watches, smart home applications and more.  You will be expected to identify monetization opportunities that align with company objectives and to develop customer proposals with business models that clearly outline revenue growth and profitability.

     

    You will need to be an independent, self-starter who identifies problem areas, seeks out information and regularly collaborates with team members to drive items to resolution with minimal guidance.  You will need to understand cultural nuances of various customers, and take a keen interest in learning about consumer behaviors and industry trends to define strategies that bring the vision of integrated products and services to life.


    Duties and Responsibilities include but not limited to:

     

    • Day-to-day customer support of general inquiries, issue resolution, as well as coordination of deep dives and root cause analysis with the primarily goal of driving open items to closure
    • Prioritize and schedule fixes for monthly maintenance windows, coordinate change requests and enhancements including collection of estimates and timelines from Engineering and Product Teams
    • Develop customer proposals and pricing and work with Legal to draft contracts
    • Coordinate testing activities, support app and owner portal deployments and ensure customer feedback is heard and used as an input for iterative improvement
    • Assist in supply chain enhancements, data flow improvements, billing reconciliation, wireless connectivity usage improvements and business process development
    • Liaise with internal stakeholders and 3rd party providers to define requirements and support on-going customer requests and changes
    • Define and Track KPIs and report on metrics, providing analysis and next steps to executive teams
    • Up to 50% Travel


    Qualifications (Key Skills, Education and Experience):

     

    • Minimum 5-7 years of experience in the Tech Industry, preferably in Connected Car, Telematics or IoT
    • Minimum 5 years of experience in a Business Operations, Account Management or Production Support capacity
    • Undergraduate degree required, preferably in business, finance, and/or computer science
    • MBA preferred
    • Big picture thinker who can execute the implementation of a program from ideation to launch
    • Experienced in delivering complex projects around customer experience and support programs
    • Customer/partner management experience
    • Excellent communication and inter-personal skills (written and verbal)
    • Experience with web based and/or mobile technologies
    • Experience with analytics and metrics reporting
    • Experience in post-launch support, release management, and issue tracking functions
    • Preferred proficiency with Agile development environment and tools, e.g. Confluence, Jira

    Aeris walks the walk on diversity. We’re a brilliant mix of varying ethnicities, religions, cultures, sexual orientations, gender identities, ages and professional/personal/military experiences – and that’s by design. Diverse perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.

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