Customer Success Manager, Emerging Solutions
HeadLight Technologies Inc., United States
Job Description
Remote candidates in the United States are encouraged to apply.
We are currently looking for a Customer Success Manager to join our growing team! This Customer Success Manager will service Department of Transportation (DOT) customers and large Construction Engineering and Infrastructure (CEI) customers. You will lead complex implementations of early stage products that span multiple functions including inspection, material testing and finance. To be successful in this position, you will need to demonstrate strong project management skills, aptitude to develop extensive knowledge of customer business processes and build strong proficiency in HeadLight’s products. Additionally, you will need to build strong relationships in order to ensure the success of customer renewal and upsell opportunities.
HeadLight, founded in 2005, delivers industry-leading technology to transportation construction teams. Our photo-driven inspection and verification technology enables clients to streamline and mobilize project inspections, communications, and documentation leading to superior project deliveries. The HeadLight platform has been used on transportation construction projects nationwide. Customers include large departments of transportation, top-tier consulting engineering firms, contractors, equipment manufacturers, and industry-related materials companies.
Job Description:
The Customer Success Manager is a key member of the Customer Experience team who will be responsible for ensuring that customers are fully engaged and getting the value they expected from our product, services and company as a whole. Your primary responsibilities will include working closely with strategic/enterprise customers to understand their business requirements, inform Sales efforts, translate customer requirements to software-enabled solutions and manage the successful, cross-functional implementation of end to end solutions.
What You’ll Get To Do:
- Build trust and confidence by taking on a leadership role with HeadLight DOT and CEI customers to ensure effective usage and deployment of solutions.
- Coordinate the HeadLight software implementation process from initial scoping and design through launch and post-launch adoption.
- Develop and demonstrate comprehensive industry and solution knowledge, consulting with customers on both technical and process decisions.
- Create a strong team and culture by working with and enabling internal partners including: Sales, Engineering and Marketing teams to ensure efficient and cost-effective implementations that address key customer ROI (Return on Investment) goals.
- Develop customers into HeadLight experts and advocates through training (both remote and in person), regular onsite visits to operations, work sites, reactive support, and relationship management.
- Collaborate with all levels of the HeadLight organization to design and develop best practices, and to structure, communicate and champion customer successes/concerns with the product and marketing teams to further customer success and HeadLights’s evolution.
- Develop deep expertise in HeadLight's product offerings, business model, services, and Customer Success best practices.
- Create and maintain Customer Success standard operating procedures and documentation. E.g. checklists, specifications, training documentation, and other templates to improve efficiency in future implementations.
- Ensure processes and new features are free from defects before being delivered to the customer.
Requirements
- Have a strong sense of ownership and drive for excellence
- Proven track record of delivering SaaS offerings and bringing value to customers through desired outcomes
- Minimum of 5 years experience in a customer success management or account management role partnering with complex mid and large-size customers
- Familiarity with mobile and cloud-based technology tools is a plus
- Travel to customer locations, estimated 25%?
- Nice to Have: Experience deploying or leverage complex software solutions with the construction and infrastructure industries
- Customer Obsession: We exist for our customers. We strive to partner with them, understand the impacts of the challenges they face, and earn their trust to solve them.
- Love Problems, Not Solutions: We don’t get so fixated on a solution that we lose sight of the problem. The best solution wins - no matter the source.
- Ownership: We honor and take ownership over commitments to each other. We are not self interested and refuse to say, that isn’t my job. We act on behalf of the entire company.
- Details Matter: Paying attention to the little things leads to