5+ years in technical sales, customer operations, and hardware/SaaS services, preferably in parking industry
Customer-facing experience managing infrastructure and product adoption
Bachelor's in Computer Science/Engineering, combined with extensive experience as Customer Success Manager
Strong understanding of technical and business solution messaging, especially storage and data solutions
Proficient in CRM systems, particularly Salesforce; analytical with problem-solving abilities
Excellent English verbal and written communication skills
Deep knowledge of integration functionalities within Hardware and SaaS realms
Experience with Continuous Improvement methodologies and software architecture design is a plus
Demonstrated ability to build relationships and consult effectively with customers
Keen interest in learning and staying updated on industry trends
Responsibilities
Own customers' technical journey to optimize their parking ecosystem using T2 solutions
Drive adoption of T2 solutions by showcasing integration benefits
Collaborate with internal teams and customers to develop and maintain Success Plans
Utilize case management and CRM tools to analyze customer ROI
Maintain an in-depth knowledge of product offerings and customer needs
Facilitate communication between departments and customer feedback to management
Prepare and deliver Business Reviews emphasizing ROI for customer retention and growth
Resolve technical challenges and promote problem-solving strategies
Understand customer industry trends and build advocacy within customer organizations
Engage senior decision makers to influence Success Planning based on strategic goals
Collaborate with T2 Account Team to monitor usage trends and mitigate risks
Act as a technical advisor for customers on architecture and best practices
Support the open-source community and raise awareness of T2 solutions
Maintain effective communication channels with key customers
Oversee technology adoption for a specific set of customers
Benefits
Flexible working hours
Opportunities for professional development and training
Access to cutting-edge technologies
Collaborative and innovative company culture
Health and wellness initiatives
Employee discounts and perks
Potential for career advancement and growth within the organization
Full Job Description
Responsibilities:
Own the customer technical journey by leveraging T2 hardware, SaaS and technical expertise to maximize the enablement of the customers parking echo system.
Drive maximum adoption of T2 solutions, by demonstrating the value of the portfolio of T2 solutions, including the integration capabilities with varying external technologies
Work with the internal teams including Sales, Account Management, Support, Product, Engineering and Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how T2 addresses their immediate and future needs (with success metrics)
Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success and help drive up the customer Adoption Score
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team and be influential in product roadmap prioritization
Schedule, prepare, and deliver technical and product Business Reviews for customers, with the top priority of proving ROI that leads to retention, expansion, and adoption
Own and drive customer adoption and usage for the T2 customers and help Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Hands on support to solve "quick win" technical challenges, teach customers how to problem solve T2 solutions
Understand the customer's industry trends, business challenges with the T2 platform, and current and potential use cases for T2 customers and develop and nurture T2 champions within your customer's organization who advocate for the platform based on their positive experience
Engage customers' senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, serve as the technical and product 'voice of the customer', and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the T2 Account Team (Account Managers, Regional Sales Managers, Sales Engineers, Support Engineers, etc.) to ensure that customers become T2 advocates and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Account Management, Product, Support, Services, etc.)
Act as a technical advisor for the customer and assist with architecture designing and best practices for strategic customers
Help enable the open-source community and T2 customers to gain full awareness of the benefits of the T2 portfolio of solutions
Keep current with the latest technological trends related to the parking and transportation landscape
Create effective bi-directional communication channels with key customers
Own customer technology adoption for a key set of customers
To be a Technical Customer Success Manager T2 you need...
Minimum 5 years of relevant experience in a combination of technical sales for enterprise solutions, experience with customer operations (preferably parking), and experience with both hardware and SaaS services
Customer-facing experience - including customer infrastructure management, priority management, and product adoption
BS or equivalent in Computer Science or Computer Engineering plus 5+ years of experience as a Customer Success Manager, Product Specialist or Technical Customer Manager for an Enterprise software company
Understand and communicate solution messaging at both a technical and business level (storage / data migration / backup / recovery / security solutions) Experience with supporting enterprise level customers, ideally in the University and Municipality verticals
Excellent analytical and problem-solving skills
Customer orientation and excellent interpersonal skills
Excellent English verbal and written communication skills
5+ years of experience with CRM, Salesforce desirable
Deep understanding of both Hardware and SaaS solutions, including integration functionality
Experience with Continuous Improvement methodologies
Experience with Software Architecture design and product development -> a plus
Establish strong working relationships, act as a consultant, work through escalation channels and share best practices
