Experienced Customer Success Manager – Artificial Intelligence and Machine Learning Solutions for Government and Business Transformation

Welcome to blithequark

At blithequark, we are on a mission to harness the power of artificial intelligence and machine learning to transform the way governments and businesses address real-world challenges. From optimizing bus lane and bus stop enforcement to pioneering digital twin modeling and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive forward a sustainable future. As a leader in the industry, we are committed to creating a better tomorrow by leveraging cutting-edge technology and fostering a culture of innovation and collaboration.

About the Role

The Customer Success Manager (CSM) will play a critical role in supporting the Director of Customer Success by creating and maintaining strong customer relationships, assisting with the operational needs of the client, providing data-driven solutions and results, and ensuring overall program health. The CSM will serve as the lead point of contact for the customer, making suggestions and recommendations that impact the success and upward trajectory of the account. This is an exciting opportunity for a highly motivated and experienced professional to join our team and contribute to the growth and success of our clients.

Key Responsibilities

• Client Relationship Management: Develop and maintain strong client relationships, serving as a trusted partner and internal advocate for all clients. This includes building rapport, understanding client needs, and providing tailored solutions to meet their goals and objectives.

• Expansion & Renewal: Work with the Director of Customer Success to execute renewals and expansions, ensuring the customer achieves desired business outcomes. This involves identifying opportunities for growth, developing strategic plans, and collaborating with cross-functional teams to drive results.

• Onboarding: Support new customers by coordinating closely with Operations during the implementation process, as well as conducting trainings and helping troubleshoot any issues that arise. This requires strong project management skills, attention to detail, and excellent communication and interpersonal skills.

• Customer Support: Work cross-functionally with internal teams to problem-solve, including escalating complex issues to the appropriate team, tracking ticket progress, and communicating effective resolutions to the customer. This involves strong analytical and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

• Key Performance Metrics: Manage and support customer contractual requirements and metrics, escalating to internal stakeholders and departments to ensure client expectations are met. This requires strong attention to detail, organizational skills, and the ability to analyze and interpret data.

• Program Health: Conduct tailored daily, weekly, and quarterly reviews of Program Health metrics to identify areas of concern or opportunities for optimization, and report to appropriate stakeholders and/or decision makers with results and recommendations. This involves strong analytical and problem-solving skills, as well as the ability to communicate complex information effectively.

• Reporting: Analyze and build on existing standard business reports and/or dashboards that present critical client information in an effort to deliver insights to the client and to align internal cross-functional teams. This requires strong analytical and technical skills, as well as the ability to communicate complex information effectively.

• Client Implementation: Support the implementation process by working closely with internal teams at blithequark to ensure seamless project execution, including helping with overall planning, scheduling, field visits, and testing as needed. This involves strong project management skills, attention to detail, and excellent communication and interpersonal skills.

• Customer Feedback: Document and track customer requests and feedback, communicating regularly to our engineering and product experts to drive product improvements. This requires strong analytical and problem-solving skills, as well as the ability to communicate complex information effectively.

Qualifications

To be successful in this role, you will need to have a strong background in customer success or account management, with a proven track record of building and maintaining strong client relationships. You will also need to have excellent communication and interpersonal skills, with the ability to connect and build rapport with stakeholders at all levels.

• BA/BS in a related discipline, such as business, marketing, or communications.

• 5+ years of experience in customer success or account management in a startup environment, with a focus on artificial intelligence and machine learning solutions.

• Excellent communication and interpersonal skills, with the ability to connect and build rapport with stakeholders at all levels.

• Passion for solving problems and finding effective solutions, regardless of how big or small the task.

• Previous experience working in government, healthcare, or academia, with an understanding of lengthy and complex procurement processes.

• Willingness to travel, with a valid passport and the ability to work effectively in a fast-paced environment.

Essential Skills and Competencies

In addition to the qualifications listed above, you will need to have a range of essential skills and competencies to be successful in this role. These include:

• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.

• Excellent communication and interpersonal skills, with the ability to connect and build rapport with stakeholders at all levels.

• Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.

• Ability to work effectively in a fast-paced environment, with a strong sense of urgency and a focus on delivering results.

• Strong technical skills, with the ability to learn and adapt to new technologies and systems.

Career Growth and Learning Opportunities

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Success Manager, you will have access to a range of training and development programs, including:

• On-the-job training and mentorship, with a focus on developing your skills and knowledge in customer success and account management.

• Access to industry-leading conferences and events, with opportunities to network and learn from other professionals in the field.

• Opportunities for career advancement, with a focus on developing your skills and knowledge in areas such as leadership, management, and strategy.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on a range of values, including:

• A focus on innovation and collaboration, with a emphasis on working together to achieve common goals.

• A commitment to diversity and inclusion, with a focus on creating a workplace that is welcoming and inclusive to all employees.

• A emphasis on work-life balance, with a focus on supporting the well-being and success of our employees both in and out of the workplace.

Compensation, Perks, and Benefits

At blithequark, we offer a range of compensation, perks, and benefits to our employees, including:

• Competitive salary and bonus structure, with opportunities for career advancement and growth.

• Comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan with company matching.

• Flexible work arrangements, including remote work options and flexible hours.

• Opportunities for professional development and growth, including training and development programs, industry-leading conferences and events, and access to a range of online courses and resources.

Conclusion

If you are a highly motivated and experienced professional looking for a new challenge, we encourage you to apply for the Customer Success Manager role at blithequark. With a focus on innovation, collaboration, and customer success, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Apply today to join our team and contribute to the growth and success of our clients.