Technical Customer Success Manager

3 weeks ago

Little Ferry, United States Motorq Full time

Motorq is a connected car data and analytics software platform that is creating game-changing value for customers looking for insights from vehicle data. We are the leading API and machine learning analytics company for embedded OEM connected car data and have built deep partnerships with automotive manufacturers.

We have many of the country’s largest fleets as enterprise customers and are processing more than 1 million trip miles and 150 million data points per day. The Motorq leadership team has interdisciplinary experience in automotive engineering, full-stack software engineering, data science, and SaaS startups.

We are headquartered in the San Francisco Bay Area with offices in Chennai and Seattle. We have successfully raised a $40M Series-B venture round in 2022 and are part of the Stanford StartX community.

Our long term vision is to expand the use of connected car data globally into industries such as insurance, mobile payments, autonomous vehicles and consumer applications via a convenient API-based connectivity platform.

The Role

Motorq is growing rapidly to support its expanding enterprise customer base. Motorq’s core products – car data and analytics - are delivered through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.

We are looking for a Technical Customer Success Manager to join our team and own a portfolio of relationships within Motorq, focusing on enterprise customers from a product and technical perspective to assist them in modernizing their approach to connect car data.

The Customer Success department is a new and expanding team at Motorq, so this team member should bring a desire to define and create core CSM practices and processes while navigating distributed resources and tribal knowledge.

This team member must have a track record of working closely with enterprise customers at a B2B SaaS company, delivering experiences during the integration/onboarding phases and providing a balanced level of service on an ongoing basis. This role is full-time.

Key Responsibilities

Owning the customer experience with our enterprise customers during the integration/onboarding stage and ongoing through:

Understand the customer needs, wants, and how to help them recognize and improve their return on investment Lead problem solving discovery, technical solution evaluation, and implementation Define and manage technical integration/onboarding projects and plans Drive regular sync meetings on product/technical topics with our onboarded enterprise customers – managing open items and providing visibility/access to customers Collaborate closely with colleagues in Sales/Account Management, Operations, Product, and Engineering to deliver appropriate feedback on process/product improvements to meet the needs of enterprise customers Develop and own internal cross-functional projects to improve the ability to serve our enterprise customers Act as a thought leader, advising colleagues on product, sales, and marketing opportunities, as well as best practices and governance Own Motorq’s customer-facing technical documentation and release updates Identify growth opportunities for the customer to increase their adoption and expand their product use cases Develop deep product knowledge of Motorq in order to strategize on customer retention targets

Qualifications

Characteristics

Passionate about relationships – exceptional at creating and building trusted and productive relationships with customer, their leadership teams, and internal partners Ownership-oriented – self-managing and constantly pushing project forward to achieve or exceed committed goals Customer-focused – examining every problem and opportunity from the perspective of all stakeholders, passionate about delivering a top-notch user experience Problem solver – fulfilled and inspired by solving complex, real, and high-scale customer problems Analytical – adept at generating insights from large data sets and leveraging it to broaden perspectives and encourage customers to unlock more value Flexible and adaptable as internal processes evolve Motivated by work in a fun, fast-paced, and intellectually challenging environment

Education & experience

Experience working in a role managing multiple enterprise customers at a B2B SaaS company, within a technical customer facing team Comfort working with multiple internal communication styles across international timezones and offices. Regular interfacing with software developers and/or data analysts/scientists Familiarity with making API requests with tools like Postman, and reading and editing SQL queries in Snowflake or similar tools

Bonus If Any Of The Following

Technical degree or comparable experience Comfortable with explaining streaming technologies like Kafka, EventHub, Pulsar, or similar Experience negotiating contract renewals with executives or procurement teams Close collaboration experience with Product teams to create specification documentation

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