Customer Success Manager, DFR Majors

Skydio•San Mateo, CA

About The Position

Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond. About the Team: The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and supporting customers with world class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission driven UAS professionals, who sweat the details and ensure our customers are set up for success. About the role: We are looking for a motivated Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our Public Safety customers. A successful candidate will become an indispensable bridge between our customers and Skydio’s extremely agile and world class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers. Location: The ideal candidate will be based in the Central or Eastern Timezone

Requirements

Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
Ability to travel 40+% 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 with commercial Unmanned Aircraft Systems and related software development/deployment.

Responsibilities

Build scalable processes for customer on-boarding and post sales success
Track and manage all implementation projects with our large enterprise customers for successful delivery of technology and services.
Develops Healthy Customer Relationship through proactive support and cadence based follow ups
Quantifying product feedback and briefing executives to drive software and hardware engineering to better fit our customers needs
Create customer Loyalty through proactive support and account management
Advocate for Enterprise customers through deep understanding of their use cases and needs
Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology
Ensure expansions and renewals through proactive support.
Manage ~20x accounts driving adoption to ensure expansions and renewals of book of business.
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.

Benefits

At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages.
Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans.
Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan.

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