Midmarket Customer Success Manager

Who are we?

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Zencity is a mission-driven startup re-inventing the way governments hear from, understand, and engage with their residents.

Our community input & insights platform and community survey solution use advanced NLP and ML algorithms to help government organizations make data-driven decisions.

Our global team of urban enthusiasts and data geeks works with over 300 cities - from Los Angeles, to Chicago, to Austin.

If you’re passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities your place is with us!

What is the role?

As a Customer Success Manager, you will be fully responsible for the relationship with your customers, on both the commercial and service level.

You will be our customers’ trusted advisor and main point of contact with Zencity. You will be fully responsible for managing our customers’ lifecycle end-to-end, from the mapping of customers’ key needs and challenges, through the onboarding of users to our product, driving the adoption of Zencity across multiple city stakeholders, and delivering value to customers on a regular basis.

As the trusted point of contact for our clients, you will also drive the commercial relationship with our customers, including renewals and upsells.

This is a quota-carrying position and you will be measured on quarterly and annual goals.

Responsibilities

• Achieve quarterly goals and metrics as outlined by CS management
• Engage with customer executives (Mayors, City Managers), champions and other stakeholders
• Develop and maintain a deep understanding of cities’ decision making processes and challenges regarding resident feedback
• Drive product adoption - monitoring customer usage and report on potential risk
• Drive renewals and identify up-sell and cross-sell opportunities
• Become an expert on the Zencity product
• Communicate customer feedback to the product team and product changes to customers
• Work cross functionally with a wide variety of supporting teams to ensure customers’ success.
• Maintain rich record keeping and portfolio management utilizing systems such Salesforce, Planhat, QuickSight etc.

Requirements

• At least 3 years of experience as a customer success manager / account manager / project manager / consultant or similar roles - a must
• Experience working for a B2B / B2G SaaS company - advantage
• Government background / expertise - advantage
• Strong digital skills, with the ability to simplify complex technical products to audiences with low digital proficiency
• Ability to establish professional and personal connections with both senior officials and entry-level personnel
• A multi-tasker with strong analytical, negotiation and sales skills
• Proactive, charismatic, professional, motivated, organized and responsible
• Excellent interpersonal skills, with the ability to work in a team-oriented, client-focused environment
• Ambitious, persistent, and goal-oriented
• BA / BSc degree - a must

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