Implementation Customer Success Manager- In House in Dania

Job Description

PAVE Mobility is a parking-enforcement solution offering powerful, user-friendly tools to simplify parking operations. We believe that fair parking regulations improve customer experience and help businesses operate more efficiently. The method of enforcement, however, makes all the difference. PAVE Mobility’s license plate recognition technology enforces your regulations with zero friction or frustration. It’s the key to running an efficient and scalable parking operation.

Position Summary

The Customer Success Manager (CSM) for post-implementation support will be responsible for working closely with the sales team and implementation team, ensuring that customers receive ongoing value from a product or service after it has been deployed. This role is essential for customer retention, satisfaction, and long-term business growth. This is an in-office position.

Essential Duties and Responsibilities

Onboarding and Post-Implementation Support

Customer Onboarding: Guide customers through the transition from implementation to using the product or service in their daily operations.

Develop Site Maps and technical recommendations based on site assessment.

Post-Implementation Training: Ensure customers understand how to use the product effectively through training sessions, knowledge base access, and hands-on support.

System Optimization: Help customers fine-tune the product after go-live to align it better with their workflows or business needs.

Customer Relationship Management

Maintain Regular Contact: Serve as the primary point of contact for customers after the implementation phase, maintaining a relationship built on trust.

Check-Ins & Reviews: Conduct regular check-ins to assess the customer’s satisfaction and ensure they are getting maximum value from the solution.

Stakeholder Engagement: Keep key customer stakeholders engaged and informed about product updates, feature enhancements, and support channels.

Issue Resolution and Escalation

Troubleshooting: Act as the first line of support when customers encounter issues, ensuring timely resolution or directing them to the appropriate support teams.

Escalation Management: Manage and escalate critical issues that could impact on customer satisfaction, ensuring they are addressed promptly by the appropriate teams (e.g., product, engineering, or technical support).

Service-Level Agreement (SLA) Adherence: Ensure the company meets the agreed SLAs for response time and issue resolution.

Customer Advocacy

Voice of the Customer: Advocate for customer needs within the company, relaying customer feedback to product, support, and engineering teams for improvements.

Feature Requests: Work closely with product teams to communicate feature requests and ensure they are considered in future product developments.

Internal Champion: Ensure the customer’s goals and challenges are well understood across the internal teams (sales, support, product) to enhance customer experience.

Product Usage and Adoption Analytics.

Anticipate potential problems based on usage data and proactively address them before they become larger issues.

Maintain and monitor customer "health scores" and proactively intervene if a customer shows signs of disengagement or dissatisfaction.

Identify risks of churn early and work to mitigate them through engagement, issue resolution, and aligning the solution to customer goals.

Track key performance indicators (KPIs) such as customer satisfaction (CSAT), net promoter score (NPS), customer retention rate, and customer lifetime value (CLV).

Customer Reports: Provide customers with regular updates on their performance, highlighting how the product or service is helping them achieve their business goals.

Internal Reporting: Regularly report on customer health, engagement, and success metrics to internal stakeholders.

Cross-Functional Collaboration

Collaboration with Support Teams: Work closely with the customer support and technical teams to ensure customer issues are resolved quickly and effectively.

Sales & Account Management: Collaborate with sales and account management teams for contract renewals, upselling opportunities, and new product or feature introductions.

Product Feedback Loop: Work with product teams to prioritize customer-driven feature requests, ensuring the product roadmap reflects real customer needs.

Customer Education and Communication

Customer Community Engagement: Encourage customers to participate in community forums, user groups, or feedback sessions to foster a sense of belonging and engagement.

Skills

Strong business acumen and strategic thinking abilities.

Excellent communication, negotiation, and interpersonal skills.

Ability to work independently and as part of a team.

Proficiency in CRM software and Microsoft Office Suite.

Strong analytical and problem-solving skills.

BI and AI proficient

Business Analytics skills

Education and Experience

Bachelor’s degree in business administration, marketing, or a related field.

Minimum of 5 years of experience in business development, sales, or account management within the technology or security sector.

Proven track record of establishing and growing client relationships.

Experience with License Plate Recognition systems and manual operations integration is highly desirable.

Physical Demands and Work Environment

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

All applicants must be able to demonstrate the ability to pass a Background Check.

PAVE MOBILITY is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We embrace diversity and equal opportunity, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Full-time