Customer Success Manager

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VivaCity

WebsiteLinkedInAll Job Openings

51 - 200 employees

🚗 Transport

🤖 Artificial Intelligence

💰 Series A on 2021-02

Transport • Artificial Intelligence

VivaCity is a technology company that specializes in smart traffic management solutions using advanced AI-powered computer vision. The company provides accurate multimodal transport data through innovative sensors, aimed at enhancing road safety, reducing congestion, and promoting sustainable mobility. VivaCity's products and services are utilized internationally, offering smart traffic solutions in various regions including Ireland, Australia, New Zealand, and North America. Their solutions focus on sustainability through optimizing existing traffic control systems and capturing valuable real-world transport data for cities to improve traffic safety and efficiency.

📋 Description

• This role’s mission is to ensure clients achieve their desired outcome (and more) with our product. This starts by supporting them with implementation, overcoming early hurdles and managing projects to success. After implementation, the CSM will be the client’s primary point of contact for day-to-day queries, coordinating with other teams where necessary. • The outcome of this role is to increase client satisfaction, engagement, and ultimately sales and growth within an existing customer base. • As a CSM, you know the product and what it can do, inside out. You are an expert resource in the scoping and delivery of new projects, understanding what data is needed, and helping the client to make it happen. Key priorities for this role include: • Tactical, reactive response to client queries • Owning client implementation with the support of a technical team • Owning client outcomes • Regular contact with clients, finding ways to add value • Being the voice of the client for internal stakeholders • Lead the day-to-day client relationship, from implementation to outcomes, supported by our ANZ General Manager • Own client outcomes, tracking their progress against those goals and help clients make changes to achieve those goals • Manage the implementation process, collaborating with the client, contractors, and our UK-based teams to get sensors installed by using and adapting existing playbooks • Triage and answer inbound customer queries after implementation, keeping clients happy & limiting escalations • Nurture the underlying client relationship, with proactive communication on issues, and supporting on quarterly business reviews • Find value-adds for clients, speaking to new teams, leading dashboard demos, and performing ad hoc analysis to re-engage clients, always whilst having a commercial mind to pick up cues for upsells or scope creep.

🎯 Requirements

• Minimum of 2 year's experience in a client facing role working with technical projects and data • Excellent team working skills and the ability to work with a diverse range of people. A sociable nature, able to build relationships quickly with prospects. • The ability to manage different priorities simultaneously, with excellent time and task management based on urgency • Ability to manage post-sale client onboarding through to successful implementation. • Experience managing and planning for renewals • **Desired**: • - Passion for Active Travel, Urban Planning and Mobility • - Experience in the transport industry, understanding the various problems cities and authorities are trying to solve • - Experience working with and/or managing public sector accounts • - Experience with Pipedrive and/or other CRM platforms • - Experience with a Customer Success platform or familiarity with Health Scoring, Impact Plans, etc • - A good understanding of core Customer Success practices and how they related to customer growth