Job Description

Reporting to the US Government CSM Manager, you will be responsible for delighting our local government customers, understanding their needs and delivering the right engagement for the right customer at the right time. You will be a powerful advocate that ensures a high level of customer satisfaction and loyalty while driving quantifiable business results (i.e. customer retention and growth).

The CUSTOMER SUCCESS MANAGER, GOVERNMENT will be responsible for managing a large portfolio of local government customers, identifying churn risks and growth opportunities at scale and managing a smooth renewal process for our customers. You will develop a deep expertise in Nearmap products and services, from both a technical and local government perspective, to provide support and advice to this important group of our customers. Customer engagement, retention and success are your main objectives. You are focused on driving relevant use cases and active usage of Nearmap products while maximising the value of customer investment in our products to convert them to Nearmappers – promoters internally and externally. You will also act as the voice of the customer internally at Nearmap, providing feedback and insights on how Nearmap can better serve our customers.

A typical day in this position will look like...

• Provide customer service and support to local government customers both individually and in a team setting.
• Ensure and perform smooth subscription renewals with local government accounts.
• Keep critical account intelligence information up-do-date in our CRM Salesforce.
• Close the feedback loop with local government customers (based on customer surveys).
• Collaborate with the Customer Experience team to find better ways to manage a large portfolio of local government clients using a programmatic Customer Experience and Marketing automation approach.
• Be a trusted and knowledgeable advisor to our local government customers.
• Drive customer success at scale in the local government portfolio through initial on-boarding, product adoption, retention and growth initiatives to maximize customer investment and optimize customer lifetime value.
• Increase customer satisfaction and retention by understanding customers’ needs and flagging and mitigating churn risk.
• Collaborate cross-functionally to solve customer issues as the basis for customer retention and growth.
• Identify and/or develop upsell opportunities and partner with appropriate teams to progress.
• Ensure high level of customer satisfaction across local government accounts and nurture customers for advocacy.

Qualifications

WHAT WE ARE LOOKING FOR

For this particular role we are seeking people with the following experience:

• For this particular role we are seeking people with the following experience:Experience working with B2B audiences, preferably with a technology company.
• At least 3+ years of experience in Customer Success, Consulting or technical pre-sales in a high tech or SaaS company. 
• Experience in one of the following industries highly preferred - Corporate, Public Sector or Enterprise
• Understanding of SaaS customer engagement, public sector pricing and contract frameworks.
• Proven ability to map the customer’s business process to product capability
• Experience in developing and executing customer centric strategies and plans on assigned accounts to maximise the customer value from technology solutions.
• Strong organizational/time management skills and the ability to manage multiple account engagements simultaneously
• Experience with escalation management while working with Sales and Support.
• Excellent intrapersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
• Strong communication and negotiation skills.
• Ability to prioritise effectively and conduct data-driven decision making.
• Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers and Trusted Advisor relationships with customers
• Strong commercial acumen, proven ability to build and maintain relationships.
• Salesforce competence and Microsoft office skills.
• Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.

Additional Information

All your information will be kept confidential according to EEO guidelines.

SOME OF OUR BENEFITS Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

WORKING AT NEARMAP We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.

Watch our culture video below to find out more about what a day in the life at Nearmap looks like.

Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.