New York

Enterprise Customer Success Manager (Remote)

New York
Customer Services Full-time Intermediate

About The Position

Who are we?

Zencity is re-inventing the way governments listen to, understand, and interact with their residents. Our community insights & analytics platform and community survey solution use advanced NLP and ML algorithms to help government organizations be more data-driven. Our global team of urban enthusiasts and data geeks works with over 200 cities - from Los Angeles, to Chicago, to Tel Aviv. 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 an Enterprise Customer Success Manager, you will be fully responsible for the relationship with Zencity customers on both the service and commercial level, who are large cities and counties in the United States. You will be a trusted advisor for local governments and the main point of contact for them with Zencity; your work will include multiple stakeholders across the organization ranging from the executive level to more junior staff. For executives, you will provide thought partnership and guidance on how to strategically use the Zencity suite of tools. For junior staff, you will be responsible for training and enablement/creation of day-to-day value. 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 metric-focused position and you will be measured on deliverables through quarterly and annual goals. 


Responsibilities

  • Develop and maintain a trusted advisor relationship with customer executives (Mayors, City Managers), champions, and other stakeholders to ensure achievement of quarterly and annual goals and metrics as outlined by CS management
  • Align value with cities’ decision-making processes and challenges regarding resident feedback
  • Drive renewals and work with the sales and marketing teams to identify up-sell and cross-sell opportunities, promote account growth by identifying opportunities for premium products, and interest in cross-cutting and emerging issues
  • Product Implementation - Onboarding customers at all levels of city government to Zencity’s suite of services and implementing customer journey 
  • Organizational management - Keep a record of customer interactions and complete setup steps in our CRM system, including monitoring, mapping, and measurement of the customer’s onboarding and status
  • Plan, lead, and execute workshops and training sessions
  • Scope and create specific product goals for clients based on their needs
  • Communicate customer feedback to the product team and product changes to customers


Requirements

  • At least 4 years of experience as a trusted advisor/policy consultant such as Customer Success Manager / Strategic/Business/Organizational Consultant or similar roles - must
  • Experience working for a B2B/B2G SaaS company / consulting firm - must
  • Experience working with the public sector - must
  • Commercial experience with deals renewals / upsells / cross-sells - must  
  • Native English speaking 
  • US East coast residence.
  • 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
  • Availability to travel - 25%


 

Zencity is committed to building a culturally diverse team and strongly encourages applications from female and minority candidates.

Apply for this position