Director of Customer Acquisition and Retention

We’re looking for a Director of Customer Acquisition and Retention, who will help set the strategic direction of marketing programs in order to reach our revenue and subscriber goals. We’re growing like crazy and you will help ensure that growth trajectory continues!

Responsibilities:

• Developing and executing customer acquisition programs through e-commerce (Walled Gardens), SEM/SEO, online, email, print, partnerships and affinity channels
• Overseeing all facets of customer experience as it relates to sales and churn reduction, including product design, customer communication, Customer Lifetime Value (LTV) analysis, loyalty programs, partnerships, value-added services, Save Queue training, tools, and tracking, and Save Offer strategy
• Developing fiscally sound offer strategies for customer acquisition, upgrades, downgrades and save offers
• Tracking all key business metrics (sales, churn, etc.) as well as campaign results
• Developing and track all needed customer, channel and competitive data and analyses
• Implementing customer research as necessary

Requirements:

• A minimum of five years of marketing/customer acquisition experience in a leadership role; subscripted-based business model strongly preferred
• Extensive experience with e-commerce – you understand how consumers engage with shopping sites, how to maximize sales, and reduce abandons
• Extensive experience with A/B and multivariate testing online strongly preferred; if you have hands-on experience with Omniture, even better
• Extensive SEM/SEO/PPC experience strongly preferred
• Demonstrated experience meeting and exceeding sales objectives
• Experience building customer loyalty/churn reduction programs a plus
• Demonstrated business planning skills, including sales planning and analysis, sales forecasting, Customer Lifetime Value (LTV) analysis, campaign tracking and analysis, and consumer research
• Must be able to work some evenings and weekends as required to fulfill business and operating plans
• Travel 10-25% of the time
• Ability to work in a fast paced environment

Nice to haves:

• MBA preferred

Location:

Westwood, CA

Professional Services Technical Account Manager

The Professional Services Technical Account Manager will provide a wide range of account management and technical support services to Boingo’s existing Telecom and software licensee partners (“PSPs”) as well as pre-contract technical support in coordinating with the sales team. This individual will support existing and new business growth through close partner interaction and have the ability to work through high-level technical issues on-the-fly. Successful candidates will participate in customer meetings, lead requirements gathering, architect possible technical solutions and work directly with Boingo’s network engineering, software development and sales teams to ensure that partner requirements are met.

The Professional Services Technical Account Manager is responsible for the preparation of Statements of Work and customer documentation to meet customer needs, as well customer implementation assistance on a limited basis as needed in a post-sales support role.

Responsibilities:

• Post Sales – Existing Customers
  • Formal project management of customer SOWs, integrations, SDK and Configuration Server implementations, final product delivery coordinating with systems engineering, software development, billing and quality assurance departments
  • Ensure contract compliance and fulfillment for technical terms, support, network and footprint SLAs
  • Manage overall relationship with Telecom and software licensee partners andserve as the primary escalation point for all issues
  • Coordinate with finance department to manage Partner o contract terms
  • Resolve billing escalations/disputes
  • Distribute individual monthly reports (Connection Reports, System Uptime Reports, Footprint Reports, Integration reports)
  • Schedule and maintain proactive monthly status calls with Telecom partners
  • Maintain full directory of contacts for each Telecom and software licensee partner
  • Understand the business; capture intellectual property, maintain technical competence
  • Provide on-site field support to help resolve technical support issues, answer customer questions
  
  
• Pre Sales – Potential Customers
  • Identify Up Sell Opportunities with current Telecom partners
  • Provide Technical Support for sales calls/pitches
  • Review internal product documentation and provide refreshed version to sales team
  • Work with sales team to generate customized SOW and RFP responses
  • Develop and deliver technical demonstrations specific to customer inquiries at executive or technical levels

Requirements:

• Extensive experience with Radius and software development cycle
• Excellent skills in documentation and presentation software including Microsoft Excel, Visio, PowerPoint, Word and specially MS Project
• Bachelor's degree in Computer Science, Engineering or related field preferred
• Experience with enterprise applications
• Software development and testing project management skills
• Software development / customization skills desired (programming experience a plus)
• Well-versed in a broad range of technologies including WLAN, CDMA, WWAN and upcoming wireless networking technologies
• Travel (mostly domestic) up to 25%

Personal Attributes:

• A total customer focus
• Must be extremely detail-oriented, deadline oriented and team player
• Need to prioritize and multitasks different projects with conflicting deadlines
• Strong verbal and written communications and interpersonal skills
• A strong presence, professional appearance and demeanor, business savvy, and exceptional presentation skills are a must
• Possess the ability to relate to a wide range of technical staff, managers and executives in customer environments: the ability to command the respect of both the business and technical individuals within organizations is critical
• Strong problem solving skills: capable of accurately assessing needs, maintaining a calm business demeanor and taking quick action to resolve issues

Location:

Westwood, CA

Senior Client Software Developer

The Senior Client Software Developer has the exciting opportunity to be part of a team that is developing a Wi-Fi SDK and client applications for widespread adoption. The individual is responsible for designing, implementing, testing, and documenting C++ code for laptop/mobile devices on Apple (MAC/iPhone) and other operating systems.

Responsibilities:

• Interact with third party engineering efforts that consume the SDK and will need to effectively troubleshoot issues and participate in the process of integrating external bug fixes and feature implementations into the open source platform
• The SDK is cross-platform and the candidate will need to be capable of rapidly adopting and incorporating new development environments and tools

Requirements:

• Self-motivation and discipline are necessities, as is the ability to work as a team member with other in-house and external developers
• Expert C++ knowledge and experience, minimum of 5 years
• Expert Objective-C knowledge and experience, minimum of 5 years
• Cocoa development experience, minimum of 2 full year
• Strong knowledge of and experience using object-oriented design techniques
• Good computer science fundamentals including data structures, algorithm design, concurrency issues, and performance assessment
• Experience with issues of performance, memory usage, software quality, and other platform requirements on resource-constrained mobile devices
• Development experience in more than one OS and its associated build tools
• Strong verbal & written communication skills
• Experience debugging code in device and emulation environments
• Experience in design and organization of cross-platform code for multiple targets
• BS or MS in Computer Science, Engineering, or related field

Nice to haves:

• Experience with Linux
• Experience with Java / J2ME
• Experience with Android

Location:

Westwood, CA

Network Engineer

This position will assist with the design, provisioning, installation, operation, maintenance, and documentation of Boingo's Wireless Local Area Networks (WLANs) and Distributed Antenna Systems (DASs) installed predominately in airport venues in North America and growing worldwide. Located in McKinney, Texas, the employee filling this position will be a key member of Boingo's technical team. This position will support field staff on new and current WLAN and LAN systems and upgrades, and by supporting Network Operations and field staff with network maintenance/repair.

Responsibilities:

• Network engineering support for Concourse/Boingo current and future projects, and venues.
• Creation and upkeep/management of in-house technical documentation packages for distribution to venues and for record keeping purposes.
• Assistance with design and technical review of new projects and/or project add-ons at current facilities.
• Support inter-operability testing of new equipment under evaluation for possible use in the Concourse/Boingo network.
• Technical support for Network Operations personnel in the resolution of problems on existing networks.
• Other technical support to assist the network engineering team with the timely completion of new builds.
• Accountability for new project budgets through providing input to field teams on project costs.
• Other duties and projects as assigned.

Requirements:

• 3+ years experience in the computer networking field.
• Polished communication skills and ability to discuss technical subjects with diverse audiences.
• Reasoning skills with the ability to sort and resolve complex technical problems.
• Mathematical skills including knowledge of and ability to perform engineering computations and calculations.
• Ability to manage multiple priorities in a fast-paced, entrepreneurial environment.
• A natural team player with a collaborative spirit, as well, the ability to work proactively and take initiative.
• Ability to work autonomously receiving moderate supervision from direct and dotted line supervisor.
• Capable of passing a 10-year FBI background check (for airport security badging purposes), thereby able to obtain high-access security. Badges worn at all times under all conditions.
  • Boingo employees working within airport or other secure facilities must be able to pass a 10-year FBI background check to be issued a security badge for access to equipment rooms which are typically installed in non-public areas within the facility. This is a mandatory condition of employment.
• Must be comfortable working in wireless radio equipment rooms (Concourse/Boingo managed) within airports and tunnel vent buildings, as well, comfortable with airport noise when in secure, non-public access areas.
• Comfortable with working with these types of materials:
  • RF Test Equipment: Spectrum Analyzers, Signal Generators, Frequency Counters, Power Meters, etc.
  • LAN/WLAN test equipment: Signal analyzers, WLAN network test systems.
  • Fiber Optic Test Equipment: Optical Power Meters, Optical TDRs, etc.
  • Audio/visual equipment, conferencing equipment, overhead projectors, etc.
• Ability to lift 50 lbs, walk long distances, and potentially fit/move around in tight spaces (in airports).
• Bachelors Degree in Computer Science/ Information Technology or equivalent demonstrative training/experience.
• Working knowledge of Cisco IOS and LWAPP.
• Computer proficiency with MS Office, MS Visio.
• Moderate travel with 35% time out of office and in the field.

Nice to haves:

• Experience working in airports strongly preferred.
• Experience with internet service provider protocols such as Radius, PPP, PPPoE, IPSec.
• Linux (Red Hat Enterprise or similar) knowledge and MRTG experience.
• Microsoft OS (Server 2003, 2008, Vista, XP, Windows 7).

Location:

McKinney, TX

Product Manager

Want to have a hand in the development of new Wi-Fi enabled consumer electronics products coming to market? Can you envision a world where all such devices seamlessly connect to Boingo’s global network of hotspots? As a product manager at Boingo you will be leading the effort to realize Boingo’s goals of supporting its services across all portable devices with WLAN capabilities, including laptops, handsets, music players, cameras, and more. This crucial role collects internal requirements from internal stakeholders while also synthesizing a wide range of market inputs to create the products and services that Boingo will offer in the future.

This position reports to the General Manager of Boingo Mobile and will work with members of the Operations, Marketing, Business Development, and Engineering teams to accomplish tasks. The ideal candidate will be experienced in capturing use case requirements and then converting those needs into clearly-written product specifications. The candidate must be comfortable operating in both technical and non-technical environments. Excellent communication and writing skills are required as well as a passion for and an awareness of leading edge technologies.

Responsibilities:

• Manage an evolving product line that includes software clients, web applications, backend infrastructure, and more.
• Communicate with internal stakeholders, end users, and partners to prioritize requirements, resolve defects, and ensure that Boingo delivers market-leading products and services on-time and on-budget.
• Capture and document marketing requirements and present findings to the executive team for approval.
• Champion approved projects by conceiving, communicating, and documenting product requirements while collaborating with all stakeholders. Determine resource needs and provide ongoing status updates to internal customers, including executive management.
• Become immersed in the wireless technology space by investigating new competitive and complementary technologies/services and then integrating such findings into project proposals. Identify roadblocks and propose alternatives to keep projects on track.
• Determine the needs, if appropriate, for 3rd party relationships and provide management of such engagements.

Requirements:

• 4+ years experience in the telecommunications or consumer electronics industry.
• 2+ years of product management responsibility with a proven record of writing marketing requirements documents and use cases.
• Superior verbal and written communication skills (writing sample requested).
• A critical thinker with strong analytical and organizational abilities and an entrepreneurial spirit.
• Self-starter with the ability to work both independently, as a team, and across cultures with a global set of outside partners.
• Bachelor's degree (or equivalent) in Computer Science, Business Administration, Mathematics, or related field.
• Preference given to those candidates with:
  • User interface design or formal human factors training
  • Experience developing or marketing wireless networking technologies (such as Wi-Fi, cellular, etc.)
  • Demonstrated ability managing and communicating with engineering audiences (particularly software development).

Location:

Westwood, CA