Customer Success Manager

August 28

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Propeller

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Survey data done simpler, faster, smarter. #accuracywins

Drone Software • GPS Equipment • Data Processing • Worksite Management • Industrial UAVs

201 - 500

Description

• As our Customer Success Manager, you'll make sure all of our customers are collecting the best possible survey data and are getting maximum value from the Propeller software platform. • You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities, and prevent customer churn. • This will also be achieved via close partnerships with our dealer networks in your region. • You will be directly responsible for ensuring that your customers - whether they’re in the construction, mining, aggregate, or landfill industries - are successful in achieving their desired outcomes and continually realizing value from Propeller’s hardware and software solutions.

Requirements

• Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding, and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal, and expansion. • Onboarding and training new customers to ensure they have everything they need to be successful. This includes: • Getting the customer ready for their first drone flight. • Educating them about the correct way to capture survey data with their drone. • Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy. • Walking through the visualized survey data in the form of 3D maps. • Helping them use the platform to take site and stockpile measurements. • Educating them about how they can use their data to report on-site progress. • Partnering with our dealer networks. • Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing. • Responsible for reducing churn and expanding your accounts, while working closely with the Account Management team on renewals. • Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases. • Using 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. • Participating in Customer Success team meetings, contributing to quarterly team goals, and supporting projects to improve team efficiency and scale as part of creating, refining, and improving Customer Success processes and documentation. • Collaborating 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.

Benefits

• Paid Time Off • Employee share options • Professional development benefits and leave • The opportunity to take part in our mentorship program • Monthly telephone and/or internet allowance • Paid primary & secondary parental leave policies • Flexible work arrangements and WFH equipment provided