Team: Commercial / Sales & Marketing
Location: London, UK
Ably is a tech company that provides developer tools and infrastructure for the realtime internet. Chatting on WhatsApp, hailing an Uber, asking Alexa what the weather will be like tomorrow - all of these things rely on complex software and infrastructure. This is what Ably provides.
Here’s just a few things our platform powers: HubSpot’s chat and collaboration products, live score updates for millions of Australian Open tennis fans, and live transit updates for three million Chicagoans.
In the near future, Autonomous Vehicles, IoT devices (e.g. connected fridges or environment sensors), and AI-powered experiences will be the norm. But new infrastructure is required to power it all.
Working at Ably means helping to build that infrastructure and shape the future.
To see what life’s like at Ably, check out our careers page at www.ably.io/careers.
We’re looking for a natural relationship builder with strong analytical and organisational skills to oversee the execution of first line support across different subscription plans. You will act as the first port of call for inbound support requests across Intercom and Freshdesk, and manage Enterprise accounts to retain and expand accounts.
Internally you will represent ‘the Ably customer’ both individually and as a wider group, motivating growth and product development.
About your role
While motivating/organising/positioning/ the 2nd line support team to deal with incoming support requests, you will be responsible for ensuring the success of Ably’s Enterprise customers and managing their onboarding and post-sale experience.
You will act as the primary point of contact for Ably customers and will be "the face of the business." You will be responsible for delivering results on OKRs/KPIs including revenue retention and expansion.
You will maintain a deep understanding of the Ably services so that you can lead value-adding customer conversations, understand customer's needs, and communicate these needs back to internal teams.
You will act as an internal escalation point for customer requests including: technical questions, contract questions, and other account-related questions.
You will advocate for customers internally and balance the needs of the customer with the business needs of Ably.
Role and responsibilities
To succeed you will need to...
Be a people person:
Have excellent communication skills:
Be highly organised and motivated:
Have a genuine passion for technology products:
Have a proven track record in commercial success and customer development!
What’s it like to work at Ably?
Founded by two engineers who spotted a hard and largely unsolved problem, Ably is, at its heart, an engineering company. To provide the infrastructure required for a high-bandwidth, always-connected world we hire engineers with a broad set of technical skills who are ready and capable of taking on challenging realtime engineering problems.
As a company and engineering team we’re committed to a future internet that’s open and Ably’s engineers contribute to existing open source projects. See https://go.ably.io/open
We want to work in a company of inclusive people who treat each other well. We’re building a company with a diverse set of people who value:
What's in it for me?
Ably has a culture that values employee freedom and responsibility. If a role on an impactful and collaborative team is right for you, apply and let’s talk.