Customer Success Manager

Summary

Join Miovision as a Customer Success Manager (CSM) for Focus Accounts! You will be the primary contact for managing key customer relationships, ensuring customer satisfaction and maximizing revenue growth. Responsibilities include onboarding new customers, managing customer health, and collaborating with cross-functional teams. You will develop trusted relationships with customers, advocate for their needs, and proactively address challenges. This role requires strong project management, account management, and technical skills, along with experience in a business-to-business technical industry. Travel is required approximately 50% of the time across the United States and Canada.

Requirements

• Hold a Bachelor’s degree or equivalent experience in information technology, engineering, or business development
• Have 3+ years technical account management, project management, installation, or configuration in a technical field
• Have 3+ years in the role of sales, National / Focus Accounts, Sales engineering or Project Management ideally in the solutions market
• Have 3+ years of experience supporting customers in a business-to-business technical industry
• Possess a proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
• Have strong project management skills with particular focus on attention to detail
• Have strong account management and team building skills with particular focus on attention to strategic planning
• Possess a proven ability to build strategic and trusted relationships at all levels with the end user and the ecosystem partners
• Have a high level of technical ability for POC, Pilots, Outcomes and success measures
• Possess a proven ability of solution sales and how to assess customer needs, outcomes and the proper solution to meet the objectives
• Have experienced design documentation skills
• Be results-oriented driving technical and commercial outcomes for both Miovision and the customers you support
• Have the ability to learn technical concepts around our product and our customer’s requirements, aligning the two
• Have the required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrate leadership qualities that show your ability to be assertive, be a technical problem solver, be a builder, and improve people & processes around you
• Have strong presentation skills

Responsibilities

• Act as the point person within Miovision to manage our Focus Customers and ecosystem as it relates to the account
• Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion
• Be responsible for strategic management of the assigned focus accounts with the goal of deepening the Miovision relationship across all stakeholders within the accounts
• Document each individual customer journey and implementation process with a focus on accuracy and data integrity, including assembling necessary reporting
• Develop trusted relationships with customers including executive sponsors, key contacts, and end-users
• Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience
• Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way
• Be a problem solver for your customers and internally – see a challenge, create a solution
• Proactively monitor and manage customer health, risk, escalations and opportunities
• Coordinate with the product team on product documentation and customer enablement
• Develop strategy to monitor rollout programs, track progress, address schedule changes as needed and coordinate the proper and time close out of each project
• Understand the strategic overview of the future city plan as it relates to the current technology offerings of Miovision and any affiliates, with V2x inclusion for our focus accounts
• Build a support and implementation team around the account and coordinate all resources and communication between sales, technical services, SE, engineering and product development
• Travel is required approximately 50% of the time across the United States and Canada

Preferred Qualifications

• Have experience in the Traffic and ITS industry
• Have experience with networking and IoT
• Be fluent in additional languages (French or Spanish preferred)