Customer Success Specialist

Overwatch Imaging is an imagery intelligence technology company focused on sensor autonomy for critical airborne missions. They are seeking a Customer Success Specialist to manage and grow strategic customer relationships, ensuring customer satisfaction and supporting long-term account growth.

Responsibilities:

• Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success
• Develop and sustain productive customer relationships
• Conduct regular customer check-ins, strategic reviews, and business reviews
• Monitor customer health, risks, and satisfaction levels
• Travel to customer locations to support product delivery, integration, training, and other activities as appropriate
• Technical understanding to support integration, training, and troubleshooting of risks and issues
• Continually grow and maintain an understanding of the customers’ needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction
• Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team
• Identify continuous improvement opportunities for company processes and tools and lead efforts to implement those improvements
• Coordinate with Business Development and internal stakeholders to define customer specific solutions, schedules and contractual deliverables
• Create Customer Success Plans to support, lead, and delegate tasks for successful sales execution to ensure timely delivery of products and services to customers as committed
• Ensure first-time quality and a high level of customer satisfaction by clearly and regularly communicating customer needs and contract requirements to internal stakeholders
• Identify and support the capture of opportunities for follow-on sales based on future customer needs