Customer Success Manager, DFR Mid Market - East Coast
RemoteNAUtilitiesSoftwareAerospaceCustomer Success ManagerDirector of Customer SuccessCustomer SuccessMid-Market
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Requirements
- Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
- Ability to travel 20+% of the time.
- Ability to obtain Part 107 certificate.
- Proven track record of implementing new technology, agile development and interfacing with technical teams to deliver on customer schedules.
- Proven track record of driving implementation, adoption and value of hardware or software for or within large Enterprises
- Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts.
- Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position
- Experience with commercial Unmanned Aircraft Systems and related software development/deployment.
- Work directly with customers through proactive, metrics based engagement
- Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew
- Work closely with customers and sales to ensure expansion, identifying the vertical specific pain points that could prevent this expansion.
Responsibilities
- Build scalable processes for customer on-boarding and post sales success.
- Track and manage all implementation projects with our mid-market enterprise customers for successful delivery of technology and services.
- Develop healthy customer relationships through proactive support and cadence based follow ups.
- Quantify product feedback and brief executives to drive software and hardware engineering improvements.
- Advocate for Enterprise customers by understanding their use cases and needs deeply.
- Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology.
- Manage approximately 50 accounts driving adoption, expansions, and renewals of the book of business.
Benefits
- Strong knowledge or previous experience supporting customers in the SLED industries.
- Ability to travel 20+% of the time.
- Part 107 certificate obtainability.
- Proven track record of implementing new technology, agile development and interfing with technical teams for customer schedules delivery.
- Experience driving implementation, adoption and value in large Enterprises.
- Excellent communication skills (both written and verbal).
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