Customer Success Manager (GIS Account Manager Position)

Job Summary:

• Position reports to the manager of the Customer Success Management team
• Individual will be working closely with sales account managers to pursue opportunities and expand account activity with existing customers.
• Market focus in Municipal/Local Government, Public Works, Utility District, Community Development and related segments.

Duties:

•  Own the overall post-launch relationship with Cityworks customers
• Increase customer platform usage and adoption
• Ensure customer retention and contract renewal
• Ensure customer satisfaction
• Up-sell and uncovering new revenue opportunities
• Establish a trusted strategic advisor relationship with Cityworks customers to drive strategic value
• Develop, prepare, and nurture customers for advocacy
• Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals
• Manage customer escalations
• Conduct product and best practices webinars
• Develop and maintain core product knowledge
• Other duties as required

Qualifications:

• BS/BA in business management, GIS, geography, related field
• Prior experience in customer success/account management type roles ensuring customer satisfaction, adoption, and retention (required)
• Solid knowledge of Community Development (building permitting processes, code enforcement, business licensing), Public Works and Utilities in municipal and/or utility districts (water, wastewater, storm water, streets and traffic) (required)
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Ability to interact with client teams at various levels of technical and non-technical depth
• Enjoys the challenge of being a significant part of a growing, developing organization
• Effective time management, decision making, analytical and problem-solving capabilities
• Proficient in Word, PPT, Excel
• Knowledge of Salesforce CRM, a plus
• Knowledge of Esri GIS

To Apply:

Submit resume by email to: careers@cityworks.com