United States onlyAs a member of our Customer Success team, you will act as a trusted advisor for your customers across North America, helping them adopt the StreetLight InSight® analytics platform and other StreetLight products to make more data-driven mobility decisions. Our customers are on the cusp of adopting Big Data solutions at scale, and we are the market leader in the industry. That means we need savvy, sophisticated customer success professionals who go above and beyond to truly engage, educate, and empower customers.
The Customer Success (CS) Associate will work with customers in the transportation industry to ensure that our products get implemented and adopted successfully. The CS Associate, working alongside other members of the Customer Success team, will help a diverse set of customers move through the customer journey from onboarding through successful adoption of their StreetLight products.
Previous experience working at a transportation engineering or planning firm or agency is helpful to succeed in the role and is desired.
Location: Position is based remotely from a home office, with a preference for Central and Eastern Time Zones. Regular travel to customer sites and occasional travel for company events will be required (up to 15% of time).
Key Responsibilities:
- Develop and execute onboarding plans for new customers and coordinate with StreetLight Product Support and Training teams to ensure new users onboard as quickly as possible
- Work closely with the Customer Success team on a diverse set of transportation customers to help them successfully adopt StreetLight products, including StreetLight InSight®, for their core project needs
- Implement best practices and guidelines for customer engagement (including onboarding, training, and adoption) to help meet the company’s renewal targets
- Proactively manage customer engagement and adoption throughout the lifecycle of the subscription
- Use available tools to analyzes subscription usage, identify adoption issues, and develop engagement strategies to reduce churn
- Develop and maintain proficiency and knowledge of StreetLight products, including StreetLight InSight®, to engage and guide customers in drawing value from their purchases
- Develop customer-segment plans to enable on-going learning opportunities related to the use of Big Data for transportation and additional ways to use the StreetLight InSight® analytics platform and other StreetLight products
- Partner with colleagues on the Customer Success team to ensure customers achieve a return on investment for their subscriptions
- Serve as a voice of the customer in sharing product feedback and facilitate opportunities for customers to interact with StreetLight’s Product team
- Interface with other functional groups, project teams and internal stakeholders to effectively resolve issues and remove barriers toward adoption and value-generation
Skills and Qualifications:
- 3+ years of experience in transportation planning or transportation engineering at a public sector agency or consulting firm, or in a customer facing role in a mobility company
- Bachelor's degree required
- Comfortable working with data, using analytical tools, and identifying patterns. Bonus for SaaS tools
- Ability to work in a fast-paced environment where time/task management and prioritization are essential skills
- Strong collaboration skills and the ability to work in a team selling environment
- Team-oriented, flexible, and able to see the “big picture” - because our entire team must work together effectively to achieve the team goals and for StreetLight to be successful
- Excellent communication skills - written and verbal
- Comfortable presenting to large audiences, virtually and occasionally in-person
- Quick learner with problem-solving abilities and a strong understanding of user needs
- Must be willing and able to travel regularly as needed to achieve objectives, typically a few times a quarter
Jacobs’ health and welfare benefits are designed to invest in you and in the things you care about. Your health. Your well-being. Your security. Your future. Eligible employees and their dependents may elect medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, and, if eligible, a deferred compensation plan and Executive Deferral Plan. Employees will also receive 17 days of vacation per year, seven paid holidays, plus floating holidays and caregiver leave. Hired applicants will be able to purchase company stock and have the opportunity to receive a performance discretionary bonus.
The salary range for this position is $80,000 -$110,000 OTE. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
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