Customer Success Manager, Salt Lake City

7 days ago


Salt Lake, Utah, United States vialytics GmbH Full time

About vialytics

We've created an innovative AI-based solution for municipal road management, revolutionizing the industry with our award-winning product.

vialytics was founded in 2018 in Stuttgart, Germany, and has since expanded to the US, with a world-class team and operations in place.

This is an exciting opportunity to help bring our product to a brand new market, working closely with customers to ensure their success.

The Role in brief:

Our Customer Success Managers are responsible for the customer life cycle, from signature to contract extension, ensuring our communities are successful throughout their journey.

Please note that this role requires a significant amount of travel (anticipated ~30% of time traveling).

In this role, you will:

  • Act as the primary point person for our customers, building strong and lasting relationships.
  • Understand our customers' needs and challenges, supporting them in problem-solving.
  • Ensure a positive onboarding experience, including project kick-off, training opportunities, and all project management requirements.
  • Relay feedback to the product team.
  • Support the team in further developing efficient, scalable processes.
  • Proactively recognize sales opportunities within our existing customers and manage upsells and contract extensions.
  • Support in content creation, such as training materials, info mailings, webinars, and QBR decks, and hardware procurement processes.
  • Be responsible for contributing to overall team success goals, NPS scores, and KPIs.
  • Track processes and client communications in a CRM and Project Management tools (Asana).
Role Requirements
  • 3-5+ years of experience in customer success/account management.
  • Experience setting up scalable processes in a SaaS environment.
  • Experience collaborating with a product team.
  • Experience in contract negotiations.
  • Empathetic, love of people and relationships.
  • Strong verbal and written communication skills.
  • Open-minded, up for new challenges, and a commitment to excellence.
  • A valid driver's license and car are required for this role.
Benefits
  • Paid time off: vacation days, sick leave, and parental leave.
  • Highly competitive medical, dental, and vision insurance.
  • Professional Development budget.
  • 401k plan.
  • Remote work.
  • Referral Bonus.

vialytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.


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