Smart City Account Manager

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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Key Responsibilities:

* 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.

Preferred Experience:

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.


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