ORBCOMM

Title: Customer Success Manager (CSM), VIACHAIN Location: Florida, USA Employee - Full-Time Job Description: Join Us as Customer Success Manager, VIACHAIN The Customer Success Manager will own strategic customer value management for a portfolio of VIACHAIN accounts (ORBCOMM's Smart Container and Smart Trailer businesses). This role is responsible for ensuring customers clearly understand, realize, and can articulate the value they receive from ORBCOMM's solutions. Why You'll Love Working Here: A core objective of the role is to help drive growth in revenue per asset by increasing adoption of applicable ORBCOMM products and services across priority customer segments. The CSM will work closely with Sales, Product, Operations, Engineering, and Customer Support Operations to strengthen customer relationships, document ROI narratives, identify value levers, and support expansion opportunities that increase annualized recurring revenue per asset. This is not a traditional support or escalation management role. Day to day operational issues will be handled by the Customer Support Operations team. The CSM will focus on customer value realization, adoption, reference readiness, revenue expansion, and strategic account health. This role will be based remotely out of Florida, with domestic and international travel required. What You'll Do: Customer Value & ROI Management - Develop a deep understanding of each customer's current ORBCOMM solution footprint, including products purchased, asset coverage, spend, use cases, workflows, and business priorities. - Build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive. - Identify and quantify, where possible, key value levers such as improved asset utilization, reduced dwell time, lower operating costs, reduced detention/demurrage exposure, improved visibility, cargo protection, maintenance efficiency, and reduced manual work. - Translate product usage and customer feedback into clear ROI narratives that support renewals, executive engagement, customer reference calls, and buyer/investor diligence. - Ensure strategic customers can clearly articulate ORBCOMM's value in their own words. Revenue per Asset Growth - Partner with Sales and Product to identify opportunities to increase annualized recurring revenue per asset across target customer segments. - Map adoption gaps across applicable ORBCOMM products and services, including managed services and digital offerings. - Identify expansion opportunities based on customer needs, usage patterns, value gaps, and business priorities. - Support account teams in positioning relevant digital, analytics, and service offerings that increase both customer value and ORBCOMM revenue density. - Track account level progress against revenue per asset growth goals. Customer Health & Reference Readiness - Maintain a clear view of customer health across assigned accounts, including adoption, satisfaction, business value, executive engagement, renewal risk, and expansion potential. - Segment customers by reference readiness and develop plans to move priority accounts toward reference ready status. - Prepare executive ready customer summaries, value narratives, QBR materials, and internal account briefs. - Identify risks early and coordinate with Sales, Product, Support, and CSOP to ensure appropriate action is taken. - Strengthen executive and operational relationships across assigned accounts. Strategic Account Engagement - Support customer business reviews focused on value realization, adoption, ROI, and future opportunities. - Conduct structured discovery with customers to understand business objectives, workflows, pain points, and desired outcomes. - Partner with account owners to align customer success plans with commercial account plans. - Act as the voice of the customer internally, helping Product and leadership understand market needs, product gaps, and value opportunities. - Ensure customers are engaged beyond issue resolution and understand the broader value ORBCOMM can provide. Operating Model & Cross Functional Coordination - Work closely with the Customer Support Operations team to ensure day to day support issues, service escalations, and operational requests are appropriately managed outside of the CSM role. - Maintain clear handoffs between CSM, CSOP, Sales, Product, and Support. - Participate in regular internal account reviews to discuss customer value, risks, adoption, expansion opportunities, and reference readiness. - Use CRM, reporting tools, and internal dashboards to document account insights, value levers, adoption gaps, and growth opportunities. Success Measures The Customer Success Manager will be measured on: - Completion and quality of Customer Value Profiles for assigned accounts. - Identification of clear value levers and ROI narratives. - Number of customers moved toward reference ready status. - Expansion opportunities identified and qualified with Sales. - Progress against annualized recurring revenue per asset growth goals. - Adoption of applicable ORBCOMM products and services. - Accuracy and completeness of account health assessments. - Reduction in CSM involvement in routine support/firefighting activities. - Strength and quality of customer executive engagement. Who You Are: The ideal candidate is commercially minded, analytical, customer-facing, and able to connect operational use cases to business value. This person should be comfortable engaging with customers, account teams, product leaders, and executives to understand what customers are buying, how they are using ORBCOMM solutions, and where additional value can be created. They should be able to move beyond reactive support and help customers answer the question: "What business value are we getting from ORBCOMM, and where can we get more?" Required Qualifications - 7+ years of experience in customer success, account management, solution consulting, business operations, or strategic customer engagement. - Experience working with enterprise or strategic B2B customers. - Strong ability to understand customer workflows, business problems, and operational value drivers. - Commercial orientation with the ability to identify expansion opportunities. - Strong communication skills, including the ability to create executive ready summaries and customer facing value narratives. - Ability to work cross functionally with Sales, Product, Support, Finance, and Operations. - Strong analytical skills and comfort working with customer data, product usage, ARR, asset counts, adoption metrics, and account health indicators. - Experience supporting QBRs, executive reviews, customer success plans, or strategic account planning. - Leverage AI-enabled tools and automation to support daily tasks and productivity. - Commitment to continuous learning in digital and AI literacy. Preferred Qualifications - Experience in IoT, telematics, logistics, transportation, supply chain visibility, maritime, cold chain, trailer/container tracking, or SaaS/platform businesses. - Experience with ARR, recurring revenue models, product adoption, expansion motions, and revenue per asset or revenue per unit economics. - Familiarity with enterprise customer reference programs, ROI modeling, or value realization frameworks. - Experience working in a PE-backed or value creation focused business environment. - Ability to translate technical products and operational workflows into clear business outcomes. The Benefits of Working Here A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise in a collaborative, innovative environment. Beyond being part of an exceptional team, we provide a competitive, locally relevant benefits package designed to support our employees around the world. Benefits vary by location and include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and access to employee discounts-helping you thrive both professionally and personally. How We Hire ORBCOMM uses technology-enabled tools, including artificial intelligence (AI), to support parts of the recruitment process. All hiring decisions are made by people, as part of our human-led, tech-enabled culture. About Us At ORBCOMM, we're pioneers in IoT technology that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations, and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors, including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change at www.orbcomm.com! Ready to Join Us? We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you're seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you. We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted. At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.

• own strategic customer value management for a portfolio of VIACHAIN accounts • ensure customers clearly understand, realize, and can articulate the value they receive from ORBCOMM’s solutions • help drive growth in revenue per asset by increasing adoption of applicable ORBCOMM products and services across priority customer segments • work closely with Sales, Product, Operations, Engineering, and Customer Support Operations to strengthen customer relationships • document ROI narratives, identify value levers, and support expansion opportunities that increase annualized recurring revenue per asset • focus on customer value realization, adoption, reference readiness, revenue expansion, and strategic account health • develop a deep understanding of each customer’s current ORBCOMM solution footprint • build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive • translate product usage and customer feedback into clear ROI narratives

• Customer Value & ROI Management: Develop a deep understanding of each customer’s current ORBCOMM solution footprint, including products purchased, asset coverage, spend, use cases, workflows, and business priorities. • Build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive. • Identify and quantify, where possible, key value levers such as improved asset utilization, reduced dwell time, lower operating costs, reduced detention/demurrage exposure, improved visibility, cargo protection, maintenance efficiency, and reduced manual work. • Translate product usage and customer feedback into clear ROI narratives that support renewals, executive engagement, customer reference calls, and buyer/investor diligence. • Ensure strategic customers can clearly articulate ORBCOMM’s value in their own words. • Revenue per Asset Growth: Partner with Sales and Product to identify opportunities to increase annualized recurring revenue per asset across target customer segments. • Map adoption gaps across applicable ORBCOMM products and services, including managed services and digital offerings. • Identify expansion opportunities based on customer needs, usage patterns, value gaps, and business priorities. • Support account teams in positioning relevant digital, analytics, and service offerings that increase both customer value and ORBCOMM revenue density. • Track account level progress against revenue per asset growth goals. • Customer Health & Reference Readiness: Maintain a clear view of customer health across assigned accounts, including adoption, satisfaction, business value, executive engagement, renewal risk, and expansion potential. • Segment customers by reference readiness and develop plans to move priority accounts toward reference ready status. • Prepare executive ready customer summaries, value narratives, QBR materials, and internal account briefs. • Identify risks early and coordinate with Sales, Product, Support, and CSOP to ensure appropriate action is taken. • Strengthen executive and operational relationships across assigned accounts. • Strategic Account Engagement: Support customer business reviews focused on value realization, adoption, ROI, and future opportunities. • Conduct structured discovery with customers to understand business objectives, workflows, pain points, and desired outcomes. • Partner with account owners to align customer success plans with commercial account plans. Act as the voice of the customer internally, helping Product and leadership understand market needs, product gaps, and value opportunities. • Ensure customers are engaged beyond issue resolution and understand the broader value ORBCOMM can provide. • Operating Model & Cross Functional Coordination: Work closely with the Customer Support Operations team to ensure day to day support issues, service escalations, and operational requests are appropriately managed outside of the CSM role. • Maintain clear handoffs between CSM, CSOP, Sales, Product, and Support. Participate in regular internal account reviews to discuss customer value, risks, adoption, expansion opportunities, and reference readiness. • Use CRM, reporting tools, and internal dashboards to document account insights, value levers, adoption gaps, and growth opportunities.

Role Description Join Us as a Partner Solutions Architect! At ORBCOMM, we’re looking for a Partner Solutions Architect who thrives in a collaborative, fast-paced environment and is passionate about helping strategic partners build and scale innovative technology solutions powered by ORBCOMM. In this hybrid technical and commercial role, you’ll work closely with our OEM and VIACHAIN reseller partners, ensuring seamless integration of ORBCOMM solutions into their product offerings while helping partners scale successfully and bring new connected solutions to market. You’ll serve as a trusted advisor—someone who can confidently engage with engineering, product, and commercial teams while driving long-term partnership success. This role will be based remotely out of Japan. Enjoy the freedom of remote work while simultaneously traveling to key customer locations. What You’ll Do - Acting as a trusted technical advisor to OEM and reseller partners, building strong working relationships with engineering, product, and commercial teams. - Supporting partners in integrating ORBCOMM solutions into their product offerings, ensuring seamless functionality and alignment with their platforms. - Ensuring ORBCOMM technology remains embedded, reliable, and aligned with the partner’s brand and customer experience. - Serving as the first line of technical engagement for partner questions, proactively addressing product and solution feature inquiries. - Working cross-functionally with ORBCOMM engineering, product, and commercial teams to resolve challenges and drive successful outcomes. - Developing a deep understanding of each partner’s product roadmap and business strategy, proactively aligning ORBCOMM solutions to support upcoming product launches and future platform capabilities. - Identifying opportunities to expand the use of ORBCOMM technology within partner ecosystems, helping partners unlock new capabilities, services, and revenue opportunities. Qualifications - 5-8+ years of experience in a customer-facing technical role such as Solutions Architect, Solutions Engineer, Technical Account Manager, or Customer Success Engineer. - Experience working with OEMs, resellers, or strategic technology partners. - Proven ability to support integration and scaling of third-party technology solutions. - Comfortable operating at the intersection of engineering and business, translating complex technical capabilities into strategic value for partners. - Strong understanding of technical products and solution architecture. - Ability to collaborate effectively with engineering, product, and commercial teams. - Excellent communication and relationship-building skills. - A proactive, solution-oriented mindset with the ability to anticipate customer needs. - Industry experience in IoT, telematics, or connected technology is preferred. - Leverage AI-enabled tools and automation to support daily tasks and productivity. - Commitment to continuous learning in digital and AI literacy. Benefits - A competitive, locally relevant benefits package designed to support our employees around the world. - Health and wellness coverage. - Paid time off. - Retirement or savings programs. - Flexible work arrangements. - Insurance coverage. - Lifestyle perks. - Access to employee discounts.

• Own APAC ARR performance, with a focus on multi-year, renewable revenue • Execute regional sales strategy aligned to global commercial priorities • Drive expansion within existing accounts and new logo acquisition • Ensure deal quality, pricing discipline, and renewability • Maintain a rolling 3-month forecast within ±10–15% accuracy • Establish and lead a rigorous regional forecasting cadence • Enforce CRM hygiene, qualification standards, and AI-assisted pipeline scoring • Provide early risk signals and clear visibility to leadership • Drive ACV ≥70–75% of total bookings in-region • Actively block low-quality, non-renewable, or unsupported deals • Partner with Finance on deal structure, billing models, and regional compliance • Build and lead a scalable APAC sales organization (direct + partner) • Hire, develop, and coach high-performing regional sales talent • Define coverage models, partner leverage, and go-to-market motion • Establish APAC-specific operating rhythms while aligning to global standards • Partner closely with: Customer Success on activation velocity and renewals • Product / CTIO on roadmap readiness and intelligence SKUs • Finance on contracts, billing, and deal governance • Act as the APAC voice into global commercial planning

• Support Strategic Customers Across Europe • Serve as the primary technical architect for Smart Container solutions, ensuring timely deployments and responsiveness to local needs • Partner with E-CSMs on large maritime and intermodal accounts to drive onboarding, expansion, and optimization • Build strong relationships with customer stakeholders, from technical teams to executive leadership, across Europe’s leading carriers • Conduct technical discovery to baseline current architectures, integrations, and operational processes • Design scalable, secure solution architectures aligned with customer goals and ORBCOMM’s Smart Container capabilities • Create architecture diagrams, integration specifications, and data design documentation to support deployments • Drive integration, configuration, testing, and validation of Smart Container solutions in customer environments • Own successful delivery of PoCs and pilots with clear success criteria and measurable outcomes • Coordinate execution with cross-functional teams and prepare implementation plans, test scripts, and acceptance documentation • Act as a trusted advisor—guiding architectural decisions that maximize operational efficiency and ROI • Translate complex technical concepts into clear, value-driven narratives for business leaders • Share best practices and coach customers on workflows, integration patterns, and system utilization • Gather actionable insights from deployments, PoCs, and customer discussions to identify solution gaps • Provide structured feedback to Product Management and Engineering to shape roadmap priorities • Advocate for enhancements based on regional needs and industry trends • Work closely with E-CSMs on account plans, expansion opportunities, and technical escalations • Partner with Product, Engineering, RevOps, Sales Engineering, and Support to ensure solution feasibility and alignment • Contribute to internal knowledge bases, best practices, and reusable solution assets