Customer Success Manager - Public Sector

INRIX is focused on improving mobility and safety through data and insights. As a Customer Success Manager, you will establish trusted partnerships with public sector customers in North America, drive customer engagement and retention, and collaborate with internal teams to ensure customer needs are met.

Responsibilities:

• Establish a deep understanding of our customers’ business, use-case(s), technical needs and technical workflow to support the customer with value realization, quickly!
• Become an expert and advocate of INRIX products and solutions
• Work with customer onboarding manager and support team to successfully onboard customers who have licensed INRIX products and services by setting up user accounts, conducting one-on-one training, and user support
• Create success plans by defining customer goals and laying out an activation plan with key milestones to support customer achievement
• Own account-based motions for your allocated portfolio to ensure regular customer touchpoints are scheduled, focusing on customer usage, satisfaction, and any big-picture challenges they're facing
• Conduct regular reviews to make sure the customer success plan is on track
• Create playbooks outlining best practices include procedures, benchmarks, and even scripts that the entire team can follow
• Work with the Customer Engagement Manager to contribute towards self-service content which can supplement one-to-one support including FAQs, technical knowledge bases, training modules to help customers learn how to use the products, and online peer communities
• Work with Renewals Managers to ensure that renewal process and paperwork is executed in a timely manner, and with a high success rate of renewals to drive customer retention
• Develop and deliver high quality, standardized or customized presentations and demonstrations of INRIX products and services to excite the customers about NPD (new product development), product feature updates and changes
• Seek opportunities for expansion through cross-selling and up-selling of products
• Act as a voice of the customer by bringing customer and market feedback into the business, which will help shape product development and the go-to-market (GTM) process, and future technical investments
• Promote INRIX mobility solutions in appropriate forums to drive demand and continued interest. For example, at industry events, in user-group forums, webinars & training
• Share responsibility for the development and execution of customer success, and overall sales strategy, as directed by management
• Develop and maintain strong relationships with other members of the company to leverage product, process and engineering expertise
• Maintain the highest possible personal standards and ethics

Requirements:

• 3 years of experience in Customer Success, Partnership Manager or Account Management role
• Experience with software as a service (SaaS) solutions
• Some experience working with transportation mobility and/or safety departments of the US Public Sector markets is desirable (within an agency or consultant serving public sector agencies)
• Ability to adjust information (e.g. level of complexity) and story to align with audience
• Clearly articulate how INRIX solutions and/or services can meet the customer's needs and outcomes
• Graphics creation / graphic artist skills
• Spanish speaking