Customer Success Manager - Public Sector

It’s INRIX mission to help the world avoid global gridlock by empowering cities, drivers, and businesses with the best data, insights, and tools to improve mobility and safety from the first mile to the last. We are a company filled with people who are passionate about our customers and building products to keep the world moving smarter, safer, and more efficient. Our customers include the world’s leading automakers, some of the most popular consumer brands, and the most innovative cities, states, and countries.

In the role of Customer Success Manager, you will establish a trusted partnership relationship with our North America public sector customers. You will collaborate with internal corporate teams, pre-sales technical teams and commercial sales teams in the business unit that support to help drive sales of our INRIX products. You will be a strong voice for our customers, helping ensure our solutions continue to meet our customers’ needs.

As a Customer Success Manager at INRIX, you will be responsible for Net Revenue Retention & identifying expansion opportunities, ensuring that customer experience and engagement remain high, leading to renewal and growth within an existing account base.

This role will be based in North America. It is a remote position that will require airport accessibility. Reports to Director, Customers Success – North America Public Sector.

Essential Responsibilities:

• Establish a deep understanding of our customers’ business, use-case(s), technical needs and technical workflow to support the customer with value realization, quickly!
• Become an expert and advocate of INRIX products and solutions
• Work with customer onboarding manager and support team to successfully onboard customers who have licensed INRIX products and services by arranging the setting up of user accounts and conducting one-on-one training and user support.
• Create success plans by defining customer goals and laying out an activation plan with key milestones to support customers in achieving them.
• Own account-based motions for your allocated portfolio of customers to ensure regular customer touchpoints are scheduled, focusing on customer usage, satisfaction, and any big-picture challenges they\’re facing
• Conduct regular reviews to make sure the customer success plan is on track
• Create playbooks outlining best practices include procedures, benchmarks, and even scripts that the entire team can follow
• Work with the Customer Engagement Manager to contribute towards self-service content which can supplement one-to-one support including FAQs, technical knowledge bases, training modules to help customers learn how to use the products, and online peer communities.
• Work with Renewals managers to ensure that renewal process and paperwork is executed in a timely manner, and with high success rate of renewals to drive customer retention.
• Develop and deliver high quality, standardized or customized presentations and demonstrations of INRIX products and services to excite the customers about NPD (new product development), product feature updates and changes.
• Seek opportunities for expansion through cross-selling and up-selling of products.
• Act as a voice of the customer by bringing customer and market feedback into the business, which will help shape product development and the go to market (GTM) process, and future technical investments.
• Promote INRIX mobility solutions in appropriate forums to drive demand and continued interest. For example, at industry events, in user-group forums, webinars & training.
• Share responsibility for the development and execution of the customer success, and overall sales strategy, as directed by management.
• Develop and maintain strong teaming relationships with other members of the company to leverage product, process and engineering expertise.
• Maintain the highest possible personal standards and ethics.

Requirements:

• 3 years of experience in a Customer Success, Partnership Manager or Account Management role.
• Experience working with software as a service (SaaS) solutions.
• Some experience working with transportation mobility and/or safety departments of the US Public Sector markets is desirable (within an agency or consultant serving public sector agencies).
• Ability to adjusts information (e.g. level of complexity) and story to align with audience.
• Clearly articulates the value of what is most important to the customer and how INRIX solutions and/or services can meet the customer’s outcomes
• Nice to have: Graphics creation / graphic artist skills, Spanish speaking

Why INRIX?

• Work with an amazing team with a focus on being the best and making the world a better place.
• Help solve complex real-world problems with big data.
• Ranked as one of the top places to work in the Seattle area.
• Competitive Salary, benefits, and 401K matching.
• Open vacation policy, it’s unlimited and always has been.
• The opportunity to make a big impact on both the company and our customers.

Are you ready to join a different kind of company? Exciting things are happening all the time. Come join us!

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