Job Specification
Customer Success and Technical Support Manager
Exciting opportunities in a growing team
Role
cellXica is seeking a technically strong and customer-focused Customer Success & Technical Support Manager to act as the primary interface between customers and the engineering organisation. This role is ideal for someone with a strong technical background in telecommunications, networking, wireless systems, or embedded technology who enjoys solving complex customer challenges and building long-term client relationships.
You will be responsible for managing customer support activities, technical issue resolution, onboarding, customer success initiatives, and ongoing account engagement across cellXica’s private mobile network and radio technology solutions. The role combines hands-on technical troubleshooting with strategic customer relationship management and operational coordination.
Working closely with engineering, product, QA, and commercial teams, you will ensure customers receive exceptional technical support and achieve maximum value from cellXica’s solutions.
Key Responsibilities
Customer Success
- Build and maintain strong long-term relationships with customers, integrators, and technology partners.
- Act as a trusted technical advisor for customers deploying and operating cellXica solutions.
- Support customer onboarding, implementation, and adoption activities.
- Conduct regular customer reviews, feedback sessions, and operational check-ins.
- Monitor customer satisfaction, identify improvement opportunities, and drive customer retention.
- Coordinate customer training sessions, technical workshops, and product demonstrations.
- Gather customer feedback and collaborate with Product and Engineering teams to influence future product development.
- Support commercial teams with customer expansion opportunities, renewals, and strategic account growth.
- Ensure customers are informed of product updates, release changes, and technical developments.
Technical Support & Operations
- Manage and coordinate technical support activities across software, hardware, and network-related issues.
- Troubleshoot complex technical problems relating to LTE/5G networks, SDR systems, networking infrastructure, and integrated radio solutions.
- Own and manage support ticket workflows, escalation processes, and resolution tracking.
- Coordinate issue resolution between customers, engineering teams, and third-party suppliers.
- Support system deployment, configuration, testing, and commissioning activities where required.
- Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and customer-facing technical materials.
- Analyse recurring technical issues and drive continuous improvement initiatives.
- Assist with release validation, customer acceptance testing, and post-deployment support activities.
- Support incident management, root cause analysis, and corrective action processes.
- Help establish scalable customer support processes and operational best practices as the company grows.
About cellXica
cellXica Ltd is a dynamic and growing company based on the outskirts of Cambridge, serving customers worldwide. We specialise in developing and manufacturing innovative solutions for cellular and bespoke communication markets.
Our products include 5G, 4G, 3G & 2G small cells using our own SDR platforms. We also undertake contract design and development projects based on our extensive SDR knowledge and IP.
We are proud of our flexible culture with strong engineering focus and a proven track record. The team has a wide range of experiences and skills and work closely together and with our customers.
Qualifications, Skills and Experience
Required Skills & Experience
- Previous experience in Customer Success, Technical Support Management, Solutions Engineering, Technical Account Management, or similar customer-facing technical role.
- Strong technical background within telecommunications, wireless networking, networking infrastructure, embedded systems, or related engineering environments.
- Experience troubleshooting complex technical systems and coordinating issue resolution.
- Strong understanding of IP networking, Linux environments, and wireless communication technologies.
- Ability to communicate technical information clearly to both technical and non-technical stakeholders.
- Experience managing customer relationships within B2B technology environments.
- Excellent organisational and stakeholder management skills.
- Strong problem-solving and analytical capabilities.
- Experience using ticketing, CRM, or service management platforms.
Desirable Experience
- Knowledge of LTE, 5G, SDR, RF systems, or private mobile network technologies.
- Experience supporting mission-critical communications or industrial connectivity environments.
- Familiarity with telecom infrastructure, network deployment, or systems integration projects.
- Experience working with embedded Linux systems or network appliances.
- Exposure to DevOps, release management, or software deployment processes.
- Experience working within start-up or scaling technology businesses.
- Understanding of cybersecurity principles within telecom or networking environments.
Personal Attributes
- Customer-centric with a strong sense of ownership and accountability.
- Calm and methodical under pressure.
- Strong communicator and relationship builder.
- Technically curious with a passion for solving complex problems.
- Collaborative and team-oriented.
- Highly organised and able to manage multiple priorities simultaneously.
- Comfortable working within a fast-paced engineering-led business.
- Be self-starting and able to work under your own initiative.
- Have a creative and structured approach to problem-solving.
- Be comfortable communicating and collaborating within a small team.
- Have a desire for self-improvement and personal development.
- Have the time-management skills needed to successfully complete projects.
At the time of starting your employment, you must have permission to work in the UK.
Benefits
You will have the opportunity to develop your career through a variety of projects working alongside experienced engineers. We offer a competitive salary, annual bonus and the extras you might expect from a hi-tech company.
Contact Details
If you feel that a cellXica is the place for you to start or develop your career, please get in touch with us at [email protected], including your CV and the type of role you are seeking. You can find out more about our products at www.cellxica.net.
Benefits:
- Company pension
- Cycle to work scheme
- Financial planning services
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
