Zencity Brooklyn , NY 11201
Posted 1 week ago
Description
Who are we?
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
Requirements
Zencity