* Develop a trusted advisor relationship with city government staff, often at the Deputy Director level and above. * Help our cities drive cost savings, sustainability, and operational excellence in their solid waste departments, and throughout their broader fleets, using our technology as the linchpin. * Proactively consult with cities to fully understand their needs and actively solve pain points. Address their needs before they become a problem. * Support and manage a wide variety of day-to-day requests, including product questions, requests for analytical insights and operational improvements, and technical support queries. Coordinate with internal experts and ensure that these requests are addressed correctly and in a timely manner, and see issues through to their conclusion. * Ensure that all cities receive extraordinary value from our product and services. Clearly outline and then exceed our stated goals during a given contract period. Document the value that we provide. Take ownership for each customer's success and ROI with our services. * Collaborate internally with our Product Team to communicate customer needs to design ideal offering/features. * Coordinate closely with our Launch Team to get each new city off to a fast start and ensure a smooth transition from launch to ongoing support. * Develop and define internal processes where necessary to strengthen our ability to serve our cities. * Support the Smart City Partnerships Development Team in driving sales to new cities. * Identify new areas where we can provide technology support to city solid waste divisions as well as other departments in cities. * Support pilot cities in the process of moving from pilot to paying customers. * Regularly travel to support our city customers (15-30% of time), frequently to municipal fleet yards.
The ideal candidate will have previous experience in government, technology, or fleet operations and at least 5 years of experience in account management or customer success at a software company.
* B.S. or B.A. required. * Minimum 7+ years work experience required. * Customer Success Pro -- Experience on Account Management or Customer Success teams, ideally for a SaaS product. * Technology-savvy -- Experience understanding and familiarity with SaaS technology, artificial intelligence, and machine learning. * Proven track record of building rapport and relationships at all levels, with an emphasis on being able to build relationships with government staff and municipal leadership. * Commercial awareness, particularly in identifying business development opportunities within existing client relationships. * Customer Advocate -- Work closely with key internal teams (Business Development, Launch/Implementation, and Product Teams) while advocating for the customer. * Liaison -- Ability to balance internal and external stakeholder expectations. * Good listening skills and ability to understand underlying issues and how we can help solve them. * Adaptability -- Comfort working across a range of hierarchies and environments. * Data driven with appreciation of organization and process. Strong data analysis skills including creating data visualizations and related reports, using Excel, PowerBI, or other tools. * Able to effectively prioritize and execute tasks in a dynamic, fast-paced, ever-changing startup environment. Adaptability and flexibility are critical skills. * Account management, project management and problem-solving skills. * Excellent writer and communicator with strong presentation skills via phone, online and in person. * High level of organization and a great attention to detail. * Microsoft Office expertise required.