Customer Success Manager, Private Sector

Jacobs, through its StreetLight subsidiary, provides Big Data analytics and machine-learning solutions for transportation and business decisions. The Customer Success Manager will manage private sector customer accounts, guide onboarding and product adoption, and drive renewals and subscription expansion. The role also involves customer relationship management, business reviews, cross-functional coordination, and renewal forecasting.

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