Senior Customer Success Manager, Government
Location
Lehi, UT | United States
Job description
Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we are growing!
What we do We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we are a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.
Job Description
Reporting to the US Government CSM Manager, you will be responsible for a strategic state and local government portfolio, understanding their needs and delivering comprehensive engagement to the customer. You will be a powerful advocate ensuring a high level of customer satisfaction and loyalty while driving quantifiable business results (i.e. customer retention and growth).
You will be managing a large portfolio of government accounts, identifying churn risks and growth opportunities at scale, engaging and developing key customer contacts, managing the customer lifecycle from onboarding through renewal, and working directly with the sales team to grow the account. You will develop a deep expertise in Nearmap products and services from both a technical and local government perspective while providing support and advice to this important group of our customers.
Customer engagement, retention and success will be your main objectives. You will focus on driving relevant use cases and active usage of Nearmap products while maximizing the value of the customer’s investment in those products to convert them into Nearmap promoters and advocates. You will also represent the voice of the customer internally at Nearmap, providing feedback and insights on how Nearmap can better serve our customers.
At Nearmap we are always learning and always curious. We believe that uncertainty creates opportunities, risks are meant to be explored and we learn quickly from our mistakes. We help each other and learn from other’s ideas, because we bring collaboration to everything we do. We encourage our teams to empower customers to do more and achieve more through our technology and innovation.
Key Responsibilities
- Retain & Delight our customers.
- Provide customer service and support to our government customers.
- Ensure and perform smooth subscription renewals with strategic government accounts.
- Keep critical account intelligence information up-to-date in our CRM Salesforce.
- Close the feedback loop with strategic government customers (based on customer surveys).
- Collaborate with the Customer Experience team to find better ways to manage a large portfolio of local government clients using a programmatic customer experience and marketing automation approach.
- Be a trusted and knowledgeable advisor to our local government customers.
- Drive customer success at scale in the strategic government portfolio through initial on-boarding, product adoption, retention and growth initiatives to maximize customer investment and optimize customer lifetime value.
- Increase customer satisfaction and retention by understanding customers' needs and flagging and mitigating churn risk.
- Collaborate cross-functionally to solve customer issues as the basis for customer retention and growth.
- Identify and/or develop upsell opportunities and partner with appropriate teams to progress.
- Ensure high level of customer satisfaction across strategic government accounts and nurture customers for advocacy.
Qualifications
Key Requirements
- 5+ years of experience in customer success, consulting or technical pre-sales in a high tech or SaaS company.
- Experience working with government accounts and preferably with knowledge or experience in ESRI and other GIS applications.
- Understanding of SaaS customer engagement, public sector pricing and contract frameworks.
- Proven ability to map the customer's business process to product capability
- Experience in developing and executing customer centric strategies and plans on assigned accounts to maximize the customer value from technology solutions.
- Strong organizational and time management skills and the ability to manage multiple account engagements simultaneously
- Experience with escalation management while working with Sales and. Support.
- Excellent intrapersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
- Strong communication and negotiation skills.
- Ability to prioritize effectively and conduct data-driven decision making.
- Top-notch executive engagement skills with an ability to establish strong relationships with decision makers and trusted advisor relationships with customers.
- Strong government acumen with the proven ability to build and maintain relationships.
- Salesforce competence and Microsoft office skills.
- Experience with Gainsight is a plus.
- Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.
- Able to work autonomously and take initiative.
- Cultural awareness and appreciation for diversity
- Experience with RFP/Govt contracts is a bonus but not required.
- Bachelors' degree or equivalent combination of education and experience.
Additional Information
Some of our benefits
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.
Working at Nearmap We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.
Watch our culture video below to find out more about what a day in the life at Nearmap looks like.
Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.
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