Technical Customer Success Manager

Aquaria’s mission is to safeguard and unlock a sustainable future for clean water.

Aquaria has created proprietary technology that harvests clean water from the air for entire communities. We envision a future where Aquaria can sustainably supply entire cities with energy from the sun and water from the air.

Disruptions to clean water access are among the main ways we suffer from the effects of climate change, and access to clean water remains one of the most pressing global challenges. Today, more than 2 billion people lack access to safely managed drinking water services, and this problem is worsening.

Aquaria is backed by top Silicon Valley investors, including Softbank Mistletoe, Soma Capital, Bow Capital, Ciri Ventures, HF0, and former House Majority Leader Dick Gephardt. Aquaria was part of the 2023 Fast Co. World Changing Company of the Year award in multiple categories.

Position Overview

We are seeking a highly skilled Technical Customer Success Manager to join our team. This person will play a crucial role in ensuring the success of our customer deployments post-purchase. In this role, you will be responsible for supporting customers throughout the pre- and post-sales process, offering technical advisory for Aquaria machine installations and configurations, ensuring that customers achieve maximum value from our products. You will also lead technical support efforts, liaising directly with existing customers who have technical support inquiries or require assistance with product maintenance, ensuring our customers have a seamless experience.

Responsibilities

Technical Pre-Sales and Post-Sales Support:

• Assist the sales team during consultative sales processes for customers with complex water and/or requirements and concerns.
• Serve as the technical authority on Aquaria products, capable of answering any customer questions related to product functionality, installation, and performance.
• Provide customers with prepared materials, such as user guides, maintenance documents, and training resources, to ensure they have all the information needed for proper machine use and successful deployment, and answer any related questions.

Customer Success:

• Make sure the customer absolutely loves their Aquaria experience. Conduct regular follow-ups with customers to ensure their satisfaction and to address any evolving needs or concerns.
• Proactively engage with customers post-purchase to ensure they are utilizing the product to its full potential, offering support and advice on optimal usage practices.

Technical Support & Troubleshooting:

• Respond to technical support requests via email, phone, text, or live chat, diagnosing issues and providing timely solutions.
• Work with the product and engineering team to resolve complex customer issues and provide feedback on recurring technical challenges.
• Maintain a customer support knowledge base, including guides, FAQs, and troubleshooting documents.

Collaboration & Continuous Improvement:

• Collaborate with product, sales, and engineering teams to improve products based on customer feedback and technical support insights.
• Create technical documentation, user guides, and best practices to enhance customer experience and success.
• Stay up-to-date with machine updates, new relevant technologies, and industry trends related to home water systems, technical support, and customer success.

Requirements

• Bachelor’s degree in a technical field, with 3+ years of experience in technical support, customer success, or technical pre-/post-sales roles; experience at a startup is a plus.
• Fast learner who can quickly develop a deep understanding of hardware products, including their technical specifications, use cases, and installation requirements.
• Proven experience providing pre-sales and post-sales support for technical or hardware products, with the ability to manage complex customer installations and requirements.
• Excellent communication and consultative sales abilities, capable of explaining complex technical concepts to non-technical stakeholders and ensuring customer satisfaction.
• High attention to detail and a proactive customer-first mindset, with the ability to prioritize multiple tasks and manage multiple customer relationships in a fast-paced environment.
• Strong technical troubleshooting and problem-solving skills, with hands-on experience in deploying and configuring hardware systems, diagnosing and resolving technical issues effectively.

Benefits

More about us (and company culture)

• We’re a group of highly-driven, mission oriented builders and we’re dedicated to bringing Aquaria’s vision to reality. With a team of just 14, we’ve been able to accomplish a tremendous amount of R&D, product development, and now quickly scaling Aquaria in market in less than 10 months.  
• We value equality and diversity of opinions, to the extent it is relevant to the advancement of the company’s mission. We hold a high bar for excellence, and we recognize that people with different cultures, backgrounds, and opinions add to the variety and degrees of excellence. However, we are not tolerant of social or political views obstructing company dynamics and/or our mission.
• We are here for the long run. 3 of our team members have known each other / worked together for 10+ years. The co-founders are brothers, and we keep it real. Our newest team members have close to a 2 year tenure.
• We value TOTAL ALIGNMENT, and SPEED of execution. We take our planning sessions seriously to make sure everyone is aligned on the same clear KPIs and goals. From there, we execute accordingly. We want our team members to feel ownership, and autonomy in execution as long as we’re aligned on the same goals and KPIs.
• We work hard, but we also like to have fun. We enjoy each other’s company and we treat each other with kindness, respect and support. At the same time, we feel comfortable at all times to challenge each other with radical honesty.