Senior Customer Success Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Cultivate robust, enduring relationships with customers by actively engaging them throughout their journey.

• Proactively recognize opportunities for upselling and cross-selling based on the evolving needs of customers.

• Acquire a thorough understanding of our Operational and Planning products designed for wildfire and extreme weather.

• Clearly convey the value proposition of our solutions, addressing customer inquiries and offering guidance on best practices to enhance usage and ROI.

• Assist in the onboarding process for new customers, ensuring a seamless transition from Sales to Implementation to Customer Success.

• Conduct training sessions and workshops for customers in collaboration with subject matter experts, ensuring they fully grasp our products and how to utilize them effectively to achieve their objectives.

• Act as the primary contact for customer inquiries, issues, and escalations.

• Collaborate with internal teams, including Technical Support and Delivery, to swiftly address customer concerns and provide timely solutions.

• Leverage customer data and metrics to identify usage trends and areas for improvement.

• Offer data-driven insights and recommendations to assist customers in optimizing their experience with our solutions.

• Work closely with the Sales team to facilitate the renewal process by demonstrating ongoing value to customers.

• Identify opportunities for upselling and expansion based on customer engagement and needs.

• Represent the voice of the customer within the organization, sharing customer feedback and insights to influence product enhancements and improvements on the roadmap.

⛳️ Requirements

• Demonstrated experience in Customer Success, Account Management, or similar client-facing roles within the technology sector.

• Experience in industries related to wildfire risk mitigation, weather analytics, and/or electric utilities.

• Outstanding communication and interpersonal skills, with the capability to build rapport and establish trust with customers.

• Strong problem-solving abilities and the capacity to navigate challenging situations with a positive demeanor.

• Technical proficiency and the ability to comprehend and explain complex technology solutions.

• Data-driven mindset, comfortable utilizing data and metrics to enhance customer engagement and success.

• Proficient in using Customer Relationship Management (CRM) software.

• Self-motivated with the ability to work independently as well as collaborate effectively within cross-functional teams.

• Excellent organizational skills and the ability to manage multiple customer relationships simultaneously.

• Experience in SaaS-based risk management, geospatial analytics, or emergency response technology is advantageous.

• Familiarity with geospatial data (GIS) and predictive modeling, particularly in relation to risk assessment.

• Capacity to quickly learn and articulate the value of fire behavior modeling, meteorological data, and risk analytics tools.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive team environment.