Customer Success Manager, Axon 911

Axon•Richmond, VA

5d•$124,000 - $138,000•Onsite

About The Position

Axon 911 brings together Prepared and Carbyne under Axon to create a platform that combines modern 911 infrastructure with an AI intelligence layer. This role is crucial for bringing value to users and promoting the usage of Carbyne's technology. It's a high-touch role focused on delivering excellent results and customer satisfaction, acting as an account manager responsible for project initiation, operations, training, and onboarding. The position involves managing operational activities to ensure contracted KPIs/SLAs are met, serving as the primary escalation point for incident reporting, and engaging technical resources when needed. The role also requires collecting, analyzing, and using data and feedback to ensure a seamless, consistent, and exceptional customer experience.

Requirements

Proven experience as a Customer Success Manager within the SaaS tech industry
Must reside in VA
Experience in generating training materials and executing training sessions on-site/remotely
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Passionate about building lasting customer relationships
Ability to think strategically and lead
Customer service orientation
Comfortable speaking in front of large groups
Willingness to travel up to 30% of the time for client visits
Proven customer success experience is within SaaS company serving public safety

Responsibilities

Serve as the lead point of contact for any and all matters specific to our customers.
Develop trusted relationships with decision-makers, key personnel, and IT staff.
Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices.
Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders.
Work closely with internal teams to present, meet, and exceed customer expectations and perceptions.
Identify and track enhancement requests for future features and functionality.
Advocate for customer success and adoption.
Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals.
Identify upsell opportunities and communicate any potential risks that would threaten renewal.
Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs.
Enhance the effectiveness and efficiency of operational processes and systems.
Develop and implement customer success policies and procedures.
Identify and implement strategies to improve customer satisfaction and product adoption.
Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience.