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The BlackBerry Radar team are hiring!

The BlackBerry IoT Business Unit combines BlackBerry’s core IoT assets across the company. One of groups within the IoT Business Unit is BlackBerry Radar, which is an innovative service for managing and optimizing fleet operations for businesses in the transportation sector. Solving our customers most common transportation and logistics challenges, BlackBerry® Radar can be used for tracking trailers, intermodal containers & chassis, equipment, railcars and more.

All BlackBerry Radar tracking data is secured with BlackBerry encryption and authentication services; the devices are powered by BlackBerry® QNX®, our OS for embedded systems. BlackBerry Radar devices are rugged and low maintenance, equipped with batteries that can last as much as five years.

The BlackBerry Radar Cloud Services Development team is focused on developing asset tracking software services that will be used by businesses that rent or own railcar, chassis, trailers, and/or cargo carrying containers. The service allows customers to manage their Radar equipped fleet by providing location tracking, a host of rich sensor readings, alerts on meaningful events, analytics on their behavioral data, integration into other back-office systems such as transportation management systems, and much more.

Are you the person we are looking for?

Reporting to the Director of Customer Success, this role will be domiciled in the Charlotte, NC area and will be engaged with a strategic customer / partner, focused on a successful solution rollout, onboarding and product set up while ensuring that there is a white glove customer experience.

You will act as the primary liaison between the client and internal BlackBerry Radar teams, ensuring smooth execution, alignment with business objectives and long-term customer success. You will manage the implementation process of the company’s products and services and coordinate with departmental and cross-functional teams, focused on delivering our solutions to the market. This is a great opportunity to manage this large project from initiation through delivery, including planning and directing schedules and monitoring budget/spending, organizing cross-functional activities, ensuring completion of the project on schedule and within budget constraints.

In this role, you will liaise with internal, customer-partner, and 3rd Party stakeholders, ensuring all business objectives are completed on time with accuracy. This role is ideal for a driven, detail-oriented professional looking to thrive in a fast-paced and collaborative environment within the supply chain technology industry. This is a full-time role with excellent prospects for long-term career growth.

In return for your skills, expertise and enthusiasm, we will provide you with an attractive compensation & comprehensive benefits package. You will also have the opportunity to thrive in a dynamic global environment, working alongside outstanding, collaborative colleagues, delivering a ground-breaking service.

In this role you will:

• Lead the end-to-end implementation of a major deployment of our technology for a major customer, ensuring alignment with the clients goals, timelines and quality expectations.
• Work closely with cross functional Radar teams (Engineering, Logistics, Customer Success & Product) to coordinate the successful implementation and utilization of our technology.
• Develop and maintain detailed project plans, status reports and performance metrics to ensure successful execution
• Leverage data and customer insights to recommend improvements, innovations or enhancements to the program
• Actively deliver and lead training for customer stakeholder groups, utilizing best practices that will increase utilization and adoption of our platform.
• Conduct regular business reviews and briefings with the client to showcase value, progress against KPI’s and project plan
• Ensure proper documentation of program milestones, issue logs and reporting metrics both internal and external stakeholders
• Accurately support the order management process for the timely delivery of devices to many locations across the United States
• Manage escalations effectively, ensuring quick resolution and maintaining customer satisfaction
• Ensure contract terms, SLA and KPI’s are met
• Respond to customer requests and issues as the highest priority
• Manage RMA Modules and process warranty orders
• Prepare data for importing into the CRM
• Support Inventory Management –units shipped, installed and rough inventory levels
• Provide ad Hoc reports and projects as needed
• Contribute your ideas to improve existing work processes and procedures

You will have:

• Experience in customer engagement, program management or customer success preferably with enterprise level clients

• Proven experience in large scale program implementations and managing cross functional teams

• Problem solving and negotiation skills

• Data driven skills and mindset with experience in tracking KPI’s, SLA’s and customer success metrics

• Exceptional communication skills, across a matrix set of relationships inside and outside the organization

• Proficiency in CRM tools – Salesforce, project management (JIRA) and data analytics platforms

• Experience utilizing large data sets to extrapolate trends, make recommendations and assess product performance

• Comfortable supporting the customer at both a tactical and strategic level to ensure the program is implemented effectively

• Experience in intermodal transportation preferred

If you are open to a new challenge and a role where you can make an impact, we would love to hear from you!

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