Zencity Published: January 5, 2021
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Basic
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Zencity is re-inventing the way local governments listen to, understand, and interact with their residents. The Zencity platform is a decision-supporting tool for understanding people in the city on a wide scale. With the use of advanced ML algorithms, we analyze data from social media, news, municipality hotlines, and other sources, and provide local government stakeholders with detailed insights about their residents’ feedback. Basically it’s like “google analytics” for a local government.

Our dedicated team of urban enthusiasts and data geeks is already trusted by over 160 cities in Israel and in the US, including Los Angeles, Chicago, San Francisco, and Tel Aviv. If you are passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities – your place is with us!

WHAT IS THE ROLE?

As a Customer Success Manager, you will be fully responsible for the relationship with your customers, on both the commercial and service level. You will be our customers’ trusted advisor and main point of contact with Zencity. You will be fully responsible for managing our customers’ lifecycle end-to-end, from the mapping of customers’ key needs and challenges, through the onboarding of users to our product, driving the adoption of Zencity across multiple city stakeholders, and delivering value to customers on a regular basis. As the trusted point of contact for our clients, you will also drive the commercial relationship with our customers, including renewals and upsells. This is a quota-carrying position and you will be measured on quarterly and annual goals.

RESPONSIBILITIES:

* Achieve quarterly and annual goals and metrics as outlined by CS management
* Become an expert on the Zencity product
* Develop a trusted advisor relationship with customer executives (Mayors, City Managers), champions and other stakeholders
* Product Implementation - Keep a record of customer interactions and completed setup steps in our CRM system
* Monitor, measure and map the customer’s onboarding and status
* Work with the sales and marketing teams to write case studies and white papers
* Drive renewals and identify up-sell and cross-sell opportunities
* Communicate customer feedback to the product team and product changes to customers
* Plan, lead and execute workshops and training sessions
* Scope and create specific product goals for clients based on their needs
* Develop and maintain a deep understanding of cities’ decision making processes and challenges regarding citizen feedback
* Provide ongoing support as required

Requirements

* At least 2 years of experience in Customer Success for a B2B/B2G SaaS company
* Native English is a MUST! other languages - an advantage
* Ability to establish professional and personal connections with both senior officials and entry-level personnel
* Strong digital skills, with the ability to simplify complex technical products to audiences with low digital proficiency
* Excellent interpersonal skills, with the ability to work in a team-oriented, client-focused environment
* A multi-tasker with strong analytical, negotiation and sales skills
* Proactive, charismatic, professional, motivated, organized and responsible
* Ambitious, persistent, and goal-oriented
* Availability to work US West Coast business hours
* Availability to travel internationally ~3-4 times a year
* BA/BSc degree
* Urban/municipal background in the US - an advantage

***Zencity is committed to building a culturally diverse team and strongly encourages applications from female and minority candidates.
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