Career Opportunities

Are you ready to lead customer success at scale in India, working at the intersection of AI, telecom infrastructure, and real-time operational impact with PowerX?

We are now accepting applications for the role of India Customer Success Lead

PowerX is the first Artificial Intelligence (AI) solution exclusively designed for the Mobile Tower industry: we provide real-time tower insights and boost tower performance. We are a young company, founded in 2017, headquartered in the UK but operating on a global scale. Our customers – leaders in their industry – have already described our solutions as cutting-edge and we are working with them on exciting projects to broaden our footprint. Our culture is very much “can do” and we collaborate closely to solve client issues. We are always looking to innovate and exceed our customers expectations.

This is an exciting time to join our organisation as we look to accelerate our growth, develop our value propositions, become indispensable to our clients and establish our market lead before other companies enter this space. As we are doing that, we are growing our teams.

We are looking to build a presence in India as one of our key target markets. This is an opportunity to join our growing team and bring the ability to question and understand our customers to identify their problems, assess how the PowerX platform would address those problems and work collaboratively with our customers.

PowerX has significant ambitions to build a business in India with the PowerX platform able to address the issues of cost reduction, optimisation, revenue assurance and more at significant scale, continuously in near real time.

The PowerX platform uses data to derive insights into sub optimal tower operations, anomaly identification and waste of both cost and greenhouse gas emissions (GHG). The PowerX platform is leading edge in its class and we are constantly developing new features and functionality.

Role Overview

The PowerX solution is powered by a unique application of AI and is deployed over the Cloud. The software developed by PowerX ingests high volumes of complex, real-time site hardware and equipment data which has the capability to connect to our Cloud solution. Our principal activity is in the analysis and interpretation of the huge amounts of data we ingest per tower and identifying sub optimal areas of operation from both a financial and operational perspective. We are a data intelligence company and we use that data to optimise mobile towers, reduce CO2/GHG emissions and reduce cost of operations. As a SaaS business our aim is to leverage the power of the large and complex datasets that we collect from our clients and use data-led consulting engagements to deliver high value SaaS contracts.

For this role, the key duties and responsibilities shall include, but shall not be limited to, the following:

Customer support

To be the first line of contact for customer queries regarding all aspects of the PowerX platform such as bugs/inconsistencies, day to day use of the platform
Provide ongoing training and education to users
Maintain service level reporting data for contracted SLAs
Where appropriate, ensure root cause analysis reports are produced as required
Contribute to maintenance of user manuals and product/industry knowledge bases
Become a product expert for remote terminal units and their deployments and the PowerX Connect firmware module
Assist with management of firmware releases, particularly when key features and bug fixes are released.
Customer onboarding, PowerX Platform Configuration + Data Mapping
Adding sites, site hierarchy, site topology, roles, users, integrations, etc.
Understanding customer alarms and categorization and work with the PS team to create rules
Supporting the set up of the PowerX application, configuration, testing and training.
Liaise closely with UK professional services and project management teams to ensure that configuration and project requirements are implemented as required
Work closely with project management, professional services and customer support teams to ensure that data collection, workshops and system configuration are being effectively carried out for new customers
Configuring PowerX proprietary drivers to get alarms and telemetry from customer devices.

Customer success

Assist with ongoing account management, identifying future requirements/projects, growth opportunities and activities outside actual support function
Maintain strong and trusted relationships with all key stakeholders
Ensure governance processes are agreed and happen as planned
Attend and support governance meetings and ensure all collateral is produced as required
Work closely with the PowerX software team to ensure that customer issues are known and actioned as appropriate on a timely basis
Gather a comprehensive understanding of customer initiatives, systems and processes
Ensure the PowerX system is being fully used to maximise customer return on investment
Identify future requirements/projects, growth and other opportunities for customers and PowerX
Bridge the gap between the commercial and software teams, to translate customer development requests into actionable JIRA tickets.
Working closely with the PowerX Product Manager.
Ensuring customers get the most out of the PowerX solution, including implementing newly released features where appropriate
Maintain strong and trusted relationships with all key stakeholders
Ensure governance processes are agreed and happen as planned
Identify future requirements/projects, growth and other opportunities for customers and PowerX

Supporting Sales/Project Management

Attending customer calls to support some level of technical discussion (including data acquisition).
Asking the right questions to understand a prospect’s processes and requirements.
Feeding into sales proposals where appropriate
Supporting expansion into India and Asian countries

Additional Skills desirable but not essential

Basic understanding of communication protocols: MQTT, Modbus, SNMP, HTTP/REST APIs.
Proficiency in Excel for data handling (pivot tables, charts, etc).
Knowledge of SQL would be advantageous.
Experience using Postman or similar tools for testing APIs.
Familiarity with JSON and CSV data formats.
Exposure to networking concepts (e.g. IP addresses, ports, firewalls) beneficial.
Comfortable learning how to interact with and configure IoT/networked devices (e.g. Teltonika routers).
Any experience with JIRA, Notion, or similar tools for task tracking and documentation is a plus.

General

Use continuous improvement methodologies to ensure that PowerX processes continually improve
Continually develop technical knowledge about customer infrastructure and environments
Provide product development feedback based on customer interactions
Provide general assistance with customer success and other activities to support the wider company objectives
Work with both central and regional teams to further develop the Company’s regional presence
Provide pre-sales support to General Manager Asia as required
Assist with client discovery, demonstrations of the PowerX platform, proposal input to marketing and ad-hoc requirements to support new business acquisition as applicable.

Skills and Competencies:

Key skills and competencies required to succeed in this role include:
Graduate qualification and at least 3 years post qualification experience
Knowledge of energy related infrastructure, engineering experience, telco markets, ticketing and remote support tools, beneficial in each case
Strong customer management skills and capabilities
Good project management skills
Strong verbal and written communicator
Ability to work independently, manage multiple priorities, and meet deadlines
Good team player capable of working with different cultures and across time zones
Willingness to acquire new skills and continually develop experiences
Willingness to travel on business, where required

Working hours, package

India time zone covering 9am to 6pm (UTC +8), Monday to Friday.
Occasional flexibility for support rota/on call out of hours as and when required.
Willingness to work in customer NOC up to 3 days per week.
Remuneration package – competitive.

If you bring the skills and want to play a hands-on role in building a high-growth, AI-driven business transforming telecom infrastructure at scale, we want to hear from you.

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