Aug 23, 2017
Citymart is building the first SaaS decision–support platform designed specifically to connect cities and solution providers to deliver better services for citizens. We help cities go to market more creatively and productively and connect vendors with new opportunities to deliver services to customers they could not have reached before.
As our first Customer Engagement & Success Manager you will be involved across the company with the goal of pursuing the measurably highest value experience for Citymart software users.
You will support and guide our city government customers, ensuring they launch Citymart successfully and adopt it widely across their organizations. As a key part of the City Partnership Team working closely with Partnership Managers, Product team and Sales, you will be involved from end-to-end in the post-sale client lifecycle including client onboarding, adoption, retention, and expansion.
Part coach, project manager, consultant and product expert, the Citymart Customer Success Manager will be continually focused on helping our customers use Citymart to improve the efficiency and quality of service delivery to their citizens.
Manage Customer Success Activities:
Serve as an expert on the Citymart platform, pairing cities’ service delivery needs with Citymart solutions
In conjunction with your Citymart colleagues, design, conduct, and evaluate user onboarding, support, & training processes
Actively engage customers to increase their breadth, depth, and frequency of engagement with the Citymart platform. Be the primary channel to the Product Team for user needs.
Define support processes and systems (Intercom, Customer.io, Slack, email, etc)
In conjunction with the Product Team, define and track operational metrics (NPS, user activity, virality, etc)
Develop customer case studies outlining KPIs and metrics tied to Citymart ROI
Inspire Customer Success Across Company:
Be the Voice of the Customer
Create company-wide culture of Customer Success
Create company-wide customer feedback loop
Learn from best practices in industry
Identify opportunities for continuous improvement
Drive Business KPIs:
Increase renewal rates and reduce churn
Support revenue growth through cross-sell and up–sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
To Be Successful in This Role…
You should have:
At least three years of continuous experience in increasingly–responsible customer service/success roles at a B2B or B2G software company. Sales and/or product experience a plus.
A demonstrated record of improving company and/or product performance on defined KPIs.
Experience developing strategies to increase adoption of software solutions
Curiosity about the culture and processes of city government or other large organizations.
You will need to be:
Restless and dogged in pursuit of results
Great at both planning and improvisation
An excellent communicator in all media,
An excellent team player and collaborator
Very curious and driven to become an expert in a new user-group
Able to synthesize your learning over time to develop a strategic view of current and future customer needs
New York, NY, United States