Customer Success Manager (Remote Position)

Company: Cartegraph
Location: Saint Louis
Posted on: January 16, 2022

Job Description:

Customer Success is absolutely vital for High-Performance Operations. You will be a highly visible team member responsible for the complete post-implementation success and satisfaction of a portfolio of Cartegraph's customers. Working alongside regional team members, the Customer Success Manager (CSM) will own the relationship and is responsible to identify and leverage company-wide resources to address customer satisfaction, growth, renewal risk and opportunity in their portfolio. Our CSM's are expected to possess knowledge, expertise and experience in SaaS business models, account management, customer relationship building, technical and business consulting, root-cause analysis, and high-performance government. Our CSM's collaborate with the regional sales team to drive increased contract value with existing customers.

We will only be successful if our customers are receiving massive value from our service. As such, the Customer Success Manager will provide customer love, empowerment, value and attention. Because our clients come to us for a total solution, we need that primary point of contact to build relationships and enhance the customer experience.

Who We Are

Cartegraph builds safer, more resilient, and more sustainable communities through better stewardship of critical infrastructure. We design, build, and sell powerful, intuitive software solutions that help local government agencies, utilities, and educational institutions manage their physical assets and associated operations. With Cartegraph, users optimize the performance of their assets, drive efficiencies, maximize resources, and reduce costs through smarter, data-driven decisions.

THE WORK YOU WILL DO

Overall
Have a passion for changing the way local government does business.
Help build a data-driven living lab culture.
Contribute to the overall transformation of the Customer Experience with Customer Success at the heart of everything you do.
Primarily own and be accountable for ensuring customer success, growth, satisfaction, adoption and retention within your assigned customer portfolio.
Create a customer success strategy by developing strong relationships with appropriate C-Suite executives, all key decision makers, and influencers across various city and county departments.
Collaborate with Customer Service on reactive issues identified, in progress or resolved in relation to the overall success of the customer strategy.
Build a solid base of referenceable customer contacts within your assigned portfolio.
Maintain, build, and expand a high-accuracy CRM (Salesforce, Gainsight) by entering, using, and championing data-driven tactics.

Adoption
Assist with accounts through defined implementation and onboarding process.
Assist with high-level training as-needed.
Provide best practice consultation throughout a customer's journey.
Build relationships and become the customer's trusted partner and advocate inside Cartegraph.

Retention
Engage in determined proactive activities, meeting defined objectives and eliminating the risk of churn.
Use data to proactively predict and avoid customer challenges to affect retention rates.
Conduct regular business reviews within the accounts demonstrating value, progress towards goals, and building long-term roadmaps to achieve customer goals.
Collaborate with team members to leverage technology in providing scalable, value-added engagements.
Collaborate on contract renewals with customer and Account Manager to review progress to goals and discover new initiatives and goals during renewal.
Encourage customer participation in Cartegraph initiatives. (Example: Webinars, User Groups, Product Feedback, National Conferences, Marketing and Promotional materials).
Work with finance department to assist in remediation of past due balances.

Expansion
Coordinate with sales team to ensure growth and expansion of the accounts through up-sell and cross-sale opportunities.
Collaborate with customers to build a roadmap that includes expansion of usage, products, or services.

What You Bring To The Table

Requirements
Relevant Bachelor's degree; preference for computer science, business administration, public administration, or related degrees.
Scientific, data-driven, analytical, process-oriented mindset
Ability to thrive in a rapidly changing, high-energy, high-expectations environment
Strong passion for customers, revenue, and growth
Excellent communication, facilitation, and presentation skills
Deep understanding of value drivers in recurring revenue business models
Knowledge of the following terms and how they're calculated: ARR, MRR, NPS, LTV, Churn (Net and Gross), Net Renewal Rate, Gross Renewal Rate, and CAC
Knowledge of cloud technologies, security and enterprise infrastructure
Ability to manage influence through persuasion, negotiation and consensus building

Preferred experience in:
Municipal or county government operations
Previous CSM role
Startup or other small business environment
Technical Support and/or Professional Software Services
Systems: Salesforce, Gainsight, MixPanel, PowerBI, MindTouch, and similar solutions

TRAVEL

Ability and willingness to travel 25% or more of the time.

Benefits

We tried to narrow down to just 5 reasons to work here, but it was impossible...
Opportunities to apply your skills and experiences with an established industry leader
Collaborative work environment
Co-workers with a passion for what they do
Casual and flexible work environment
Competitive pay and benefits
15 days of PTO in just your first year (whoa)
Paid parental leave
One week sabbatical every five years
Paid holidays (plus a couple extra days)
401k plan with generous employer match
Social events, coffee and snacks, foosball and more...

Learn more about working at Cartegraph and our Midwest-Nice culture:

Cartegraph's Culture Video

https://www.glassdoor.com/Overview/Working-at-Cartegraph-EI_IE335255.11,21.htm

In our efforts to recruit those who will elevate our success and ensure a proper career fit, we invite you to complete the Culture Index Survey. The survey contains two questions and should take no more than 10-15 minutes. If you have questions, please contact pc@cartegraph.com.

Cartegraph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and do not tolerate discrimination of any kind. If you are unable to complete our online employment application or require an accommodation to do so, please call 563-587-3366 for assistance.

Keywords: Cartegraph, St. Louis , Customer Success Manager (Remote Position), Executive , Saint Louis, Missouri