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Client Service Supervisor - Upper Saddle River, United States - EarthCam
Description
Who We Are
EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world's first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.
EarthCam is seeking a collaborative and KPI driven Client Service Supervisor to join our growing team.
Responsibilities
· Lead the Customer Success team to oversee customer relationships throughout each project lifecycle and advocate internally on their behalf
· Provide oversight and leadership for teams to successfully meet company commitments to customers
· Collaborate closely with peers across the EarthCam organization to ensure positive outcomes and a frictionless experience for clients
· Report to EarthCam executive leadership on customer health metrics, upsell opportunities and risk
· Design and implement client success methodologies to convey clear value and drive adoption of EarthCam solutions
· Cultivate a deep understanding of customer business operations and apply EarthCam solutions to provide measurable impact
· Perform periodic business reviews and lead a proactive engagement model
· Act as a strong customer advocate, while maintaining business priorities
· Steer internal teams to remove friction in the customer experience
· Generate and maintain account health dashboards
· Develop a working knowledge of competitive products, identify technical strengths and weaknesses against EarthCam's value proposition
· Develop and deliver presentations to quantify and qualify product/service utilization, realized benefits, opportunities and client success plans
· Manage customer success team, clarify roles and responsibilities within a matrixed organization
· Support customer success initiatives, and help build customer-centric methodologies throughout cross-functional teams
Requirements
Who YOU Are
· A passionate and empathetic advocate for the customer experience
· Proven "player-coach", comfortable and effective in directing team members, while equally able to own and manage direct customer relationships
· Persuasive and confident with excellent negotiation skills
· Prior experience in solutions selling and account development
· An excellent communicator and strong writer with persuasive public speaking ability
· Self-motivated, pro-active and results-oriented professional, comfortable working with minimal direction
· A confident leader who can inspire and direct a team effectively
· Demonstrates leadership acumen that recognizes when to act with urgency
· Diligent, detail oriented and organized
Qualifications
· Minimum 5+ years' experience in a customer-facing leadership or management role
· Experience in SaaS software such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager
· Proven track-record of effective client engagement across a wide spectrum of stakeholders, including executive leadership, technical staff and end users
· Experience servicing large, enterprise-level clients and communicating customer initiatives
· Demonstrated experience in a fast-paced environment, while meeting customer time constraints
· Bachelor's degree or equivalent experience
· Strong ability to identify and attract Customer Success talent
· Prior experience working with customer success workflow tools
Benefits
What We Offer
The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:
· Health insurance (Single coverage 100% paid for by company)
· Dental and vision insurance
· 401K Plan (with aggressive company matching)
· Paid time off, plus paid holidays
· Regular free breakfasts, lunches and snacks
· Bicycles to ride around campus
· Team BBQs and annual company Olympics
