Customer Success Manager, Private Sector

Jacobs, through its StreetLight subsidiary, provides big data, machine learning, and mobility analytics solutions for transportation and business decision-making. The Customer Success Manager will manage a portfolio of private sector customers, guiding onboarding, adoption, renewals, and expansions while collaborating with sales and internal teams to drive customer value and business objectives.

Responsibilities:

• Serve as Customer Success Manager for a portfolio of private sector customers leveraging mobility data for a variety of business purposes
• Proactively manage customer relationships throughout the lifecycle of the subscription, which starts at the kick-off meeting
• Design and execute customer success plans to ensure customer subscriptions renew on-time, and revenue targets are hit
• Develop onboarding plans for new customers assigned to your portfolio and coordinate with the StreetLight Support and Training teams to ensure successful adoption of StreetLight products
• Lead quarterly business reviews and cadence check-ins with customers to engage stakeholders, assess subscription health, and move forward on key subscription outcomes, including renewal and expansion
• Collaborate and coordinate with members of the Sales Team to identify expansion opportunities and enable their pursuits
• Prepare meeting materials, including usage reports or demos to ensure high engagement and adoption, and that value is generated from StreetLight products and solutions
• Consistently maintain details of renewal opportunities and customer status information in StreetLight Data’s customer relationship management (CRM) system and provide accurate renewal forecasts
• Interface with other functional groups, project teams and internal stakeholders to effectively resolve issues and remove barriers toward the goal of jointly achieving assigned quota and StreetLight business objectives
• Provide regular updates to management, finance and support staff concerning account issues and financial status

Requirements:

• Minimum of 3 years of experience working as a customer success or account management representative for a software company, a civil engineer, or transportation planner or consultant
• Bachelor's degree from an accredited higher education institution
• Strong collaboration skills and the ability to work in a team environment
• Project Management/Program Management skills to execute success and onboarding plans
• Proficiency with Microsoft Office 365 software including Outlook, Word, and Excel
• Excellent communication skills - written and verbal
• Comfortable presenting to senior executive management and large audiences
• Multi-tasking, critical thinking skills, and the ability to influence and manage multiple priorities are essential
• Team-oriented, flexible, and able to see the big picture because our entire team must meet our goals for StreetLight Data to be successful
• Must be willing and able to travel up to 30% to achieve objectives. Travel may include industry conferences and trade shows, on-site customer meetings, and/or internal company meetings
• 5+ years of experience working in the previously mentioned fields (customer success or account management representative for a SaaS company, a civil engineer, or transportation planner)
• A master's degree (or higher) from an accredited higher education institution
• Experience selling to and working with large (ex. Fortune 500) enterprises
• Advanced technical skills including APIs; data analytics/data science; geospatial information systems (GIS), and location intelligence
• Ability to demonstrate meaningful experience with software packages including SalesCloud, ServiceCloud, Gainsight, Vitally, Atlassian, Asana, Outreach
• Previous experience with sales or renewal quotas and successfully achieving them