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Enterprise Technical Success Manager

2 months ago

Little Ferry, New Jersey, United States Motorq Full time

About Motorq
Motorq is a pioneering platform specializing in connected car data and analytics, dedicated to delivering transformative insights for clients leveraging vehicle data.

As the foremost provider of API and machine learning analytics for embedded OEM connected car data, we have established robust partnerships with automotive manufacturers.


We serve many of the largest fleets in the country as enterprise clients, processing over 1 million trip miles and 150 million data points daily. Our leadership team boasts a wealth of interdisciplinary experience in automotive engineering, full-stack software development, data science, and SaaS startups.


Headquartered in the San Francisco Bay Area, with additional offices in Chennai and Seattle, we successfully completed a $40M Series-B funding round in 2022 and are proud members of the Stanford StartX community.


Role Overview
Motorq is experiencing rapid growth to accommodate our expanding enterprise customer base. Our core offerings—car data and analytics—are provided through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.


We are seeking a Technical Customer Success Manager to join our team, taking ownership of a portfolio of enterprise customer relationships from both product and technical perspectives, assisting them in modernizing their approach to connected car data.


The Customer Success department is a newly established and evolving team at Motorq. Therefore, this role requires an individual who is eager to define and establish essential CSM practices and processes while navigating distributed resources and organizational knowledge.


Key Responsibilities
- Manage the customer experience for our enterprise clients during the integration and onboarding phases, as well as ongoing support:
- Understand customer needs and help them enhance their return on investment.
- Lead problem-solving initiatives, technical solution assessments, and implementations.
- Define and oversee technical integration and onboarding projects.
- Conduct regular sync meetings on product and technical topics with onboarded enterprise clients, managing open items and ensuring visibility.
- Collaborate closely with teams in Sales/Account Management, Operations, Product, and Engineering to provide feedback on process and product improvements.
- Develop and manage internal cross-functional projects to enhance our service capabilities for enterprise clients.
- Serve as a thought leader, advising colleagues on product, sales, and marketing opportunities, as well as best practices.
- Maintain Motorq's customer-facing technical documentation and release updates.
- Identify growth opportunities for clients to increase their product adoption and use cases.
- Acquire in-depth product knowledge of Motorq to strategize on customer retention goals.


Qualifications
Characteristics:
- Passionate about building and nurturing relationships with customers and internal partners.
- Ownership-oriented, self-managing, and committed to achieving or exceeding goals.
- Customer-focused, examining problems and opportunities from all stakeholders' perspectives.
- Problem solver, inspired by tackling complex, real-world customer challenges.
- Analytical, skilled at deriving insights from large data sets to help customers unlock value.
- Flexible and adaptable as internal processes evolve.
- Motivated by a dynamic, fast-paced, and intellectually stimulating work environment.

Education & Experience:
- Proven experience managing multiple enterprise customers in a B2B SaaS environment within a technical customer-facing role.
- Comfortable communicating across various internal styles and international time zones.
- Regular interaction with software developers and/or data analysts/scientists.
- Familiarity with making API requests using tools like Postman and reading/editing SQL queries in Snowflake or similar platforms.

Bonus Qualifications:
- Technical degree or equivalent experience.
- Comfortable explaining streaming technologies such as Kafka, EventHub, Pulsar, or similar.
- Experience negotiating contract renewals with executives or procurement teams.
- Collaborative experience with Product teams to create specification documentation.