Junior Customer Success Manager, Philadelphia

Vialytics; Philadelphia (Philadelphia County); Remote; USD 60,000 - 95,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing municipal road management with an AI-based solution. As a Customer Success Manager, you'll play a pivotal role in ensuring customer satisfaction from onboarding through contract extensions. This hands-on position offers the chance to build long-lasting relationships and contribute to the success of a product that has already made waves in Europe. If you're passionate about customer success and thrive in a collaborative environment, this opportunity to shape the customer journey in a new market is perfect for you.

Benefits

18 Days of PTO

5 Paid Sick Days

12 Weeks of Paid Parental Leave

Medical Insurance

Dental Insurance

Vision Insurance

$1500 Annual Professional Development Budget

Access to 401k Plan

Remote Work

Qualifications

• Experience in customer success or account management is essential.
• Strong verbal and written communication skills are required.

Responsibilities

• Act as the primary point person for customers and ensure a positive onboarding experience.
• Support in content creation and manage upsells and contract extensions.

Skills

Customer Success Management

Account Management

Contract Negotiation

Problem Solving

Communication Skills

Empathy

Tools

CRM Software

Asana

Job description

About vialytics

We’ve created an AI-based solution for a decades old problem: municipal road management. Our award-winning product is intuitive, makes our customers’ lives infinitely easier, and has been adopted across multiple countries in Europe.

vialytics was founded in 2018 in Stuttgart, Germany and closed a Series A round of $10m in January 2023.

We recently expanded to the US and are building out our world-class team and operations. This is an amazing opportunity to help bring an award winning product to a brand new market. If you’re a master at relationship building, are excited by a hands-on and high-impact role, and want to join a collaborative, ambitious, and kind team, we would love to speak with you!

The Role in brief:

Our Customer Success Managers are responsible for the customer life cycle from signature to contract extension. They ensure that our communities are successful in every phase of their customer journey. Our team is focused on customer loyalty, excellence, and building long-term customer relationships.

In this role, you will:

• Act as the primary point person for our customers
• Understand our customers needs and challenges and support them in problem solving
• Ensure a positive onboarding experience, including project kick-off, training opportunities, and all project management requirements
• Relay feedback to the product team
• Support the team in further developing efficient, scalable processes
• Proactively recognize sales opportunities within our existing customers and manage upsells and contract extensions
• Support in content creation such as training materials, info mailings, webinars, and QBR decks and hardware procurement processes
• Be responsible for contributing to overall team success goals, NPS scores, and KPIs
• Track processes and client communications in a CRM and Project Management tools (Asana)

Role Requirements

• Experience in customer success / account management
• Experience setting up scalable processes in a SaaS environment
• Experience collaborating with a product team
• Experience in contract negotiations
• Empathetic, love of people and relationships
• Strong verbal and written communication skills
• Open minded, up for new challenges, and a commitment to excellence

Benefits

• 18 Days of PTO
• 5 paid sick days
• 12 weeks of paid time off for parental leave
• Highly competitive medical, dental, and vision insurance
• $1500 annual Professional Development budget
• Remote work
• Access to our 401k plan

vialytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.