Client Success Manager

Unacast

Unacast

Customer Service
Ashburn, VA, USA
Posted on Monday, June 17, 2024

Unacast is a global location intelligence and insights company transforming our understanding of human activity in the physical world. Using state-of-the-art machine learning and artificial intelligence, Unacast extracts valuable information from location data, delivering trustworthy, reliable, and privacy-friendly location intelligence. Companies across industries, at every stage of growth, rely on Unacast’s actionable human mobility insights to make more informed decisions that better align with the world around them.

The Opportunity

Unacast is seeking a Client Success Manager (CSM) responsible for building relationships with current clients and driving retention and account growth. The CSM will help clients achieve their strategic objectives and ensure maximum value from their investment in our data products. The CSM will accomplish this by understanding Unacast’s technical capabilities and translating client business needs into Unacast solutions.

The CSM learns from our clients and brings new product and solution ideas back to our product organization for evaluation and analysis. They also play a pivotal role in supporting our clients throughout the ‘buyer’s journey’ providing training and support through the evaluation and trial phases through onboarding.

Successful candidates will be client-focused, have strong relationship-building skills, be able to learn new technologies and concepts quickly, and work well with cross-functional teams.

What You Will Do

  • Prioritize the client relationship providing ongoing and proactive leadership and support to assigned clients by communicating regularly via email, phone calls, and meetings from pre-sales to renewal.
  • Understand evolving client needs and objectives and ensure we are continuing to meet their requirements.
  • Collaborate with the sales, marketing and product teams to efficiently, effectively, and creatively develop solutions that surpass client expectations.
  • Work to deepen the adoption and integration of our data products into our client’s workflow, and deliver best practices, to create and increase stickiness.
  • Identify and assess renewal risks within assigned client accounts and build and execute on get-well plans.
  • Collaborate with sales to identify and grow expansion opportunities within assigned accounts.
  • Prioritize and address requests for support with urgency, working cross-functionally to ensure timely resolution, while simultaneously communicating effectively with clients and ensuring high levels of client satisfaction.
  • Deliver product training, demonstrations, presentations, suggestions and guidance, assets, and collateral to clients.

Qualifications

  • 3+ years relevant work experience (client servicing in a B2B environment).
  • Industry experience preferred.
  • The ideal candidate will be team and customer-service oriented, innovative, and driven to deliver solutions that exceed the customers’ requirements. You are data-centric in your thinking and have helped customers understand, work with and derive value from massive data sets. You will have demonstrated experience delivering customer successes collaboratively and working independently without a blueprint.
  • You are capable of understanding and meeting customer/partner/business needs, understanding complex relationships and navigating them to achieve positive results.
  • Experience with big data, working across teams and organizations, supporting sales and clients.
  • You have strong experience with HubSpot (or other similar CRM)
  • You have a demonstrated ability to generate and communicate clear and actionable insights by presenting findings, trends, and new insights.
  • Personal characteristics we value include: high integrity, entrepreneurial spirit, innovative thinking, team player, passion for technology, adaptability, ability to work independently with minimal oversight, high energy and attention to detail.

Other Info

This a remote position that may require occasional travel. Preference for candidates who reside in the following states: CT, DC, FL, GA, IA, IL, IN, MD, MI, NJ, NY, NC, OH, PA, SC, TX, VA, WV

We offer competitive salaries and benefits and unlimited PTO. The typical base salary range for this role is $75,000 to $90,000. This position is also eligible to participate in a commission plan. Ranges are based on various factors including the labor market, job type, job level, internal equity and budget. Exact salary offers will be determined by factors such as the candidate's skills, qualifications, experience and geographic location.

Unacast is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, creed, disability, ethnicity, gender identity or expression, marital status, national origin, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law.

Unacast is committed to making the job application process accessible to everyone. If you are living with a disability (visible or not visible), we will provide a reasonable accommodation for any part of the application or hiring process. To request an accommodation in connection with the application or recruiting process, please contact Human Resources at 703-840-8850. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Unacast participates in the E-Verify program.