Technical Customer Success Manager

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Manage post-sales customer relationships from the onboarding phase through to renewal.

• Monitor customer health and promote retention alongside long-term revenue growth.

• Develop connections with executive sponsors, municipal representatives, and end-users.

• Keep an eye on account health metrics, risks, escalations, and opportunities.

• Act as a customer advocate internally and work collaboratively with cross-functional teams.

• Liaise with product teams regarding documentation, customer enablement, and product specifications.

• Design and deliver training materials to enhance customer return on investment (ROI).

• Assist in solution design, technical documentation, and integration implementation plans.

• Identify gaps in adoption and formulate action plans to enhance customer outcomes and broaden networks.

• Resolve intricate product issues for clients and distributors.

• Provide on-site consulting services to clients through travel across the US and Canada, up to 30% of the time.

⛳️ Requirements

• Proven success in account management, project management, installation, or configuration within a technical field, serving customers in a B2B or B2G context.

• Outstanding verbal and written communication abilities.

• Consulting expertise including team facilitation, business case creation, business analysis, process mapping, and process redesign.

• Proficient in managing implementations which involve requirements analysis, design, configuration, testing, training, change management, and support.

• Capability to align technical concepts with customer needs and analytically resolve complex business challenges.

• Practical knowledge of product development and engineering processes.

• Background in networking and the Internet of Things (IoT) is beneficial.

• Strong understanding of Intelligent Transportation Systems (ITS).

• Previous experience in ITS or transportation with a traffic/transportation technology manufacturer or within a city or municipality is preferred.

• Active memberships or certifications in IMSA, ITSA, or ITE are considered advantageous.

• Candidate must reside in WA, OR, ID, MT, CA, or NV.

• Willingness and ability to travel up to 30% throughout the US and Canada.

• A degree or diploma in Civil Engineering, Transportation Engineering, Urban Planning, or a related field is advantageous; formal credentials are not mandatory.

• Must be legally authorized to work in the United States.

• Openness to addressing current or future immigration sponsorship needs.

🏝️ Benefits

• Comprehensive health benefits package.

• 24/7 access to virtual healthcare services.

• Dedicated wellness initiatives.

• RRSP/401K Matching Plan.

• Variable Incentive Plan.

• Mio-Days.

• Flexible vacation policy.

• Flexible work arrangements.

• Internet subsidy.

• Remote work allowance.

• Enhanced leave for new parents.