New York

Customer Success Team Lead (Remote)

New York
Customer Services Management

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 

Zencity seeks a veteran in the gov space, who is experienced working with high-ranking local government officials, familiar with city government processes and personas, and passionate about promoting reliance on data to customers as a tool for better understanding their communities and informing their decision-making. 

 

As the  Customer Success Team Lead, you will own core communities book of business in the Western & Mountain Time region, establish solid relationships with key stakeholders and build a strategy for improving everyday use of the platform within that portfolio, while leading a team of Customer Success Managers and collaborating across all other departments to maintain the highest retention rate.

 

Responsibilities

  • Ensuring your client base maximizes the value they receive from our solutions—and turning them into our biggest fans while you’re at it. 
  • All post-sales activities, including customer onboarding and training, customer management, user adoption, contract renewals, expansion nurturing, customer value capture, and more.  
  • Develop strong relationships with Zencity's largest cities by traveling and meeting with them frequently, enabling platform adoption and growth, and ensuring customers achieve total business value. 
  • Build and mentor a team of Customer Success Managers
  • Partner with the internal Zencity team members (Product Management, Marketing, Data Solutions) to align the company's activities with the customer's business case and strategy. Advocate on behalf of the customer and collect feedback to drive continuous improvement across all areas, including product.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs. Own and manage customer escalation situations at a Senior level.
  • Help clients to establish new workflows & institute behavioral changes (old way vs. new way).
  • Proactively anticipate opportunities to expand Zencity product offerings.

Requirements

  • At least 3 years of experience in customer success in a SaaS company - a must
  • Prior experience in people management - a must
  • Background in urban/municipal policy or governance, or previous experience working with local governments - a plus
  • Ability to establish strong networking relationships with senior officials
  • Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
  • Proactive, self-motivated team player who can inspire both team members and customers
  • Exceptional relationship-building skills demonstrated by the ability to grow and nurture relationships with internal stakeholders
  • Detail-oriented individual who also can think and plan strategically
  • Availability to travel ~25-30% 



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

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