Customer Success Specialist

Overwatch Imaging • Hood River, OR

11d • $120,000 - $140,000 • Hybrid

About The Position

Overwatch Imaging is seeking a Customer Success Specialist to manage and grow strategic customer relationships, execute a keep-it-sold strategy, cultivating customer satisfaction, identifying and supporting the closing of follow-on sales opportunities. This role represents the voice of the customer. It combines customer success, account management, and program coordination responsibilities to ensure customers achieve operational success while supporting long-term account growth and retention.

Requirements

• Experience maintaining customer relationships across technology upgrade cycles.
• Experience gathering customer feedback and reporting that feedback to internal stakeholders in order to drive the product roadmap.
• 3+ years of experience in a customer facing role or 4-year degree/ military experience.
• Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft is a must.
• Comfortable learning and then providing basic technical support to customers including software updates, basic troubleshooting, and operational guidance.
• Comfortable creating processes to improve the maintenance and execution of customer success.
• Be customer success driven.
• Strong organizational skills and exceptional data management.
• Knowledge of schedule management principles and practices.
• Ability to track and manage multiple customer programs
• Ability to foster working relationships and establish trust across organization lines both internally and with customers
• All applicants must be authorized to work on a permanent basis in the United States.

Nice To Haves

• Understanding of US Government procurement practices is a plus.
• Understanding imaging fundamentals, image data analytics and AI is a plus.

Responsibilities

• Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success.
• Develop and sustain productive customer relationships.
• Conduct regular customer check-ins, strategic reviews, and business reviews.
• Monitor customer health, risks, and satisfaction levels.
• Travel to customer locations to support product delivery, integration, training, and other activities as appropriate.
• Technical understanding to support integration, training, and troubleshooting of risks and issues.
• Continually grow and maintain an understanding of the customers’ needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction.
• Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team.
• Identify continuous improvement opportunities for company processes and tools and lead efforts to implement those improvements.
• Coordinate with Business Development and internal stakeholders to define customer specific solutions, schedules and contractual deliverables.
• Create Customer Success Plans to support, lead, and delegate tasks for successful sales execution to ensure timely delivery of products and services to customers as committed.
• Ensure first-time quality and a high level of customer satisfaction by clearly and regularly communicating customer needs and contract requirements to internal stakeholders.
• Identify and support the capture of opportunities for follow-on sales based on future customer needs.

Benefits

• Medical/Dental premiums 100% covered by Overwatch Imaging for employees and their families
• Available pre-tax health savings account
• Employer matching contributions up to 4% of pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree