Customer Success Manager

Customer Success ManagerUbicquia offers municipalities, utilities and broadband service providers and lighting manufactures a cost-effective and expandable platform for deploying simply connected, simply smart broadband, small cell, and smart city services.

Our plug and play network turn any streetlight into a multi-function router that supports a growing list of services that include advanced lighting controls, public W-FI and the connection of 3rd party smart city applications including air quality monitoring and surveillance cameras.

Position Summary: The Customer Success Manager position of the smart city solutions team enables the customers and the company to achieve their desired outcomes by providing an effortlessly predictable experience deploying smart city solutions.

This is achieved by ensuring meticulous execution and supporting reliable deliverables and value across most major customer lifecycles (offer utilization, recovery, outcomes achievement and offer... evolution).

Responsibilities: Build and maintain the customer relations and work diligently to establish credibility and trust as a business advisor.

Collaborate with Sales & Product functions to implement and monitor health of covered accounts and define action plans based on account health results.

Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.

Drive content creation and the execution of specific smart city solutions to achieve identified customer outcomes for named accounts.

Partner cross-functionally to shepherd customers through the onboarding process by providing clear direction about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.

Own the development and measurement of key performance indicators for identified accounts to establish a baseline as well as continued reporting capabilities on outcomes achievements.

Work with the smart city solutions team to develop customer specific case studies and references to share covered account’s success.

Communicate effectively to the sales and product teams about potential commercial opportunities at the customer site.

Drive the post-sales engagement process, including customer onboarding and product implementation.

Learn the business needs of the customer and guide on the accurate utilization of Ubicquia products to achieve objectives.

Maintain expert technical knowledge of products.

Be on the front line for customer support and troubleshooting.

Provide feedback and new features requests to the Product team.

Qualifications/Requirements: Bachelor's Degree.

A minimum of 6 years required of professional experience.

Demonstrated experience working with engineers developing software solutions.

Demonstrated experience in a customer facing role.

Experience in project management is an asset.

Experience in product management is an asset.

Comfort with the developing custom smart city solutions across multiple functions, and a relentless focus on information that improves the customers time to value and eases their interactions.

Urgency in execution and tendency toward speed with ability to adapt and change.

Strong verbal and written communication skillsBe an innovator!

Help to set the stage for broad smart city solution adoption.

Technical Expertise: Able to make or recommend decisions based on in-depth analysis; Able to define critical problems and offer solutions; Identify data sources required to execute analytics.

Build a formal process to present findings and recommend specific actions that relate to business objectives; Propose alternative business strategies as appropriate; Apply data visualization to support findings.

Consistently keep abreast of product knowledge to understand new features and limitations.

Maintain knowledge of primary competitors and partners in the smart cities space.

Consistently understand the go to market strategy and positioning of company products.

Leadership: Produce information in sufficient detail for cross-functional teams to utilize and responds to questions and dissent in a constructive manner.

Acknowledges limitations of one's own knowledge.

Lead a matrixed team to drive customer situations and function as point of contact for major partner concerns.

Actively seek to recognize failure points and communicate concerns to colleagues in the product discipline.

Ubicquia is an Equal Employment employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state, or local law, ordinance, or regulation.

Ubicquia also makes reasonable accommodations for disabled employees consistent with applicable law.

No external recruiters will be considered.

Job Type: Full-timePay: $50,000.00 - $85,000.00 per yearBenefits:401(k)Dental insuranceFlexible scheduleHealth insurancePaid time offVision insuranceWork from homeSchedule:Monday to FridayEducation:Bachelor's (Preferred)Language:English (Required)Willingness To Travel:25% (Required)Work Location:Fully Remote