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Client Service Supervisor

2 months ago

Upper Saddle River, New Jersey, United States EarthCam Full time
Job Description

About Us

EarthCam is a leading provider of webcam content, technology, and services. Founded in 1996, we offer live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management. Our Control Center 8 dashboard integrates with leading project management software, empowering building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data.

We are seeking a collaborative and KPI-driven Client Service Supervisor to join our growing team.

Responsibilities

  • Lead the Customer Success team to oversee customer relationships throughout each project lifecycle and advocate internally on their behalf.
  • Provide oversight and leadership for teams to successfully meet company commitments to customers.
  • Collaborate closely with peers across the EarthCam organization to ensure positive outcomes and a frictionless experience for clients.
  • Report to EarthCam executive leadership on customer health metrics, upsell opportunities, and risk.
  • Design and implement client success methodologies to convey clear value and drive adoption of EarthCam solutions.
  • Cultivate a deep understanding of customer business operations and apply EarthCam solutions to provide measurable impact.
  • Perform periodic business reviews and lead a proactive engagement model.
  • Act as a strong customer advocate, while maintaining business priorities.
  • Steer internal teams to remove friction in the customer experience.
  • Generate and maintain account health dashboards.
  • Develop a working knowledge of competitive products, identify technical strengths and weaknesses against EarthCam's value proposition.
  • Develop and deliver presentations to quantify and qualify product/service utilization, realized benefits, opportunities, and client success plans.
  • Manage customer success team, clarify roles and responsibilities within a matrixed organization.
  • Support customer success initiatives, and help build customer-centric methodologies throughout cross-functional teams.

Requirements

  • A passionate and empathetic advocate for the customer experience.
  • Proven 'player-coach', comfortable and effective in directing team members, while equally able to own and manage direct customer relationships.
  • Persuasive and confident with excellent negotiation skills.
  • Prior experience in solutions selling and account development.
  • An excellent communicator and strong writer with persuasive public speaking ability.
  • Self-motivated, pro-active, and results-oriented professional, comfortable working with minimal direction.
  • A confident leader who can inspire and direct a team effectively.
  • Demonstrates leadership acumen that recognizes when to act with urgency.
  • Diligent, detail-oriented, and organized.

Qualifications

  • Minimum 5+ years' experience in a customer-facing leadership or management role.
  • Experience in SaaS software such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager.
  • Proven track-record of effective client engagement across a wide spectrum of stakeholders, including executive leadership, technical staff, and end users.
  • Experience servicing large, enterprise-level clients and communicating customer initiatives.
  • Demonstrated experience in a fast-paced environment, while meeting customer time constraints.
  • Bachelor's degree or equivalent experience.
  • Strong ability to identify and attract Customer Success talent.
  • Prior experience working with customer success workflow tools.