Customer Excellence Representative at Propeller

7 days ago


Denver, Colorado, United States Propeller Full time
Job Description

We are seeking a highly motivated and experienced Customer Success Manager to join our team at Propeller. As a key member of our customer success organization, you will be responsible for ensuring that our customers achieve their desired outcomes and realize maximum value from our hardware and software solutions.

About the Company

At Propeller, we are on a mission to take the guesswork out of moving dirt by reducing wasted fuel, time, and money through the power of maps. Our customers use our integrated hardware and software products to capture accurate 3D versions of their worksites using drones.

Your Responsibilities
  • Deliver exceptional customer service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities, and prevent customer churn.
  • Partner with the Hardware Support team on any hardware-related issues that your customers are experiencing.
  • Use Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts.
  • Collaborate with Sales to ensure successful hand-offs as part of the post-sales process and to identify up-sell and expansion opportunities during the lifecycle of the account.
Requirements
  • Experience with GIS, mapping & data analysis technology, construction technology, or drone surveying.
  • At least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
  • Knowledge of how to use customer success tools and software to prioritize your time, track account-related activities, manage customers across lifecycle phases, and escalate potential churn risks.
  • Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.
  • Strong technical skills and the ability to pick up new technology fast and drive your own learning.
  • You're data-driven with a bias towards action, and you're not afraid to get your hands dirty in support of your customers.

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