Customer Success Manager - Public Sector

• 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.