Customer Success Manager

About Citylitics Inc.

Citylitics delivers predictive intelligence on local utility & public infrastructure markets

What is Infrastructure? It is the roadways you rely on to safely get to Grandma's house, it's the potable water that comes out of your kitchen tap that you wash your family's food with and it's the energy that heats our homes and powers our digital lifestyles.
Every year, trillions of dollars are spent on all areas of infrastructure to maintain our quality life and move our economy forward. However, our infrastructure is no longer equipped to meet the needs of the future. We hear about infrastructure failures, whether bridge collapses, power blackouts, or water main breaks, every day in the news. Climate change and extreme weather events are disrupting the basic infrastructure we took for granted for years.
Citylitics is solving the hardest data problems in infrastructure while building the market & opportunity intelligence platform that enables a faster, more transparent, and more efficient infrastructure marketplace. We turn millions of unstructured documents into high value intelligence feeds and datasets that are available on an intuitive user experience. Our goal is to enable solution providers to connect with cities with relevant infrastructure needs in a faster and more digital way than historic market channels. As more companies adopt our platform, cities & utilities will be able to access solutions that deliver on the promise of moving towards a more resilient, sustainable, and equitable infrastructure future.

Who Are We Looking For?

We are hiring a proactive, methodical, and personable Customer Success Manager to join our rapidly growing Customer Success Team. Key responsibilities include handling onboarding, end-user adoption, and maintaining ongoing relationships with an assigned list of clients to ensure that client satisfaction and retention metrics are met or exceeded. Responsible for building and maintaining strong user relationships, providing day-to-day client best practice and support by understanding each user's individual needs and providing high levels of service. The ideal candidate will be as passionate about Citylitic's products as they are about providing an exceptional experience for every customer. This candidate will be fanatical about client success and tenacious at driving long term value for clients.

The position will be fully remote with optional access to our Toronto or Milwaukee offices as desired.

What Will You Accomplish?

• Primary responsibility is ensuring that customer success metrics are met or exceeded for assigned list of customers
• Onboarding: Take ownership of onboarding new customers, managing adoption and actioning of Citylitic's Monthly Precision Targeting reports within clients' sales and marketing organizations.
• User Relationships: Provide ongoing relationship management with users through monthly touch points and engaging calls and meetings. Proactively manage user expectations, identify client success risks and issues, and provide first line customer support in a timely, professional and courteous manner. We expect 24-hour turnaround time for all client communication, and a 1-5 business days resolutions to most client issues, depending on severity and complexity.
• Business Acumen: Learn about client's specific market strategies & business processes and help clients integrate Citylitics's Customer Intelligence solutions into client's business processes. You will be seen by clients as an indispensable extension to their sales & marketing teams. For our largest clients, research and propose growth opportunities to our Sales & Product team.
• Industry Expertise: Develop and maintain deep expertise in infrastructure markets and Citylitic's analytics, library of indicators, and triggers to create value and client success outcomes for assigned clients.
• Presentations: Deliver polished presentations to clients that uncover new business uses of our data and adoption of best practices.
• Customer-Success First Mentality: Contribute to a company-wide culture of Customer Success, by deeply understanding and emphasizing with client needs & challenges and bringing client perspectives front and center to other teams at Citylitics.
• Other duties as assigned.

Requirements

• Proven track record of building strong relationships, being accountable for customer's success, and delivering value to customers with every interaction through prior work experience in customer service or customer success roles.
• Strong problem solving, decision making and analytical skills with the ability to think creatively and be resourceful when assisting clients.
• You really enjoy working with people! About 80% of your time will be spent speaking to customers and coworkers.
• You take complete ownership of your responsibilities and you deliver fantastic results.
• Demonstrated experience managing customer expectations and having difficult conversations, with a focus on reaching positive outcomes.
• A keen attention to detail, and highly organized when it comes to information management, task prioritization, planning and time management. You don't get overwhelmed when you're juggling a lot of things that need to be done.
• Executive level communication, engagement, and presentation skills are essential.
• Experience in a data company or in advisory services is a plus.

Benefits

Why Citylitics?

• This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation (infrastructure - from water to transport to energy and more).
• Be a part of a scale up company with no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
• Comprehensive health and dental benefits with an emphasis on mental health
• Annual Learning and Development Budget and Plans
• Flexible hours and work-from-wherever you are with the option to work in our downtown office if interested!
• Competitive salary and equity incentives to give you a stake in our future
• We work hard. We play hard. From virtual trivia to exploring the food scene around our office, we like to get together!
  
  

Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture!