Customer Success Manager

hatch I.T. is partnering with a Counter-UAS solution provider to find a Customer Success Manager. See details below:

About the Role:

Our client is seeking a Customer Success Manager with relevant experience to join the U.S. operations team. This position will report to the Program Manager and represents an exceptional opportunity for a result-driven individual in a new niche but exploding market. This role is primarily focused on managing a portfolio of customers to support their post-sales support and proactively reaching out to customers. There is a high degree of autonomy and growth within the organization.

About the Company:

Work with cutting-edge technology, making the world a safer and more secure place. This company offers an opportunity to solve some of the world’s most challenging technical problems in Electronic Warfare, Artificial Intelligence and Machine Learning, RF sensing, Sensor Fusion, and distributed systems. Working with high-profile customers across militaries, government agencies, airports, critical infrastructure, law enforcement and many others, in over 100 countries around the world.

Be part of a well-funded and agile organization, as a valued member of an autonomous, cross-functional team. They have a flat organizational structure, and the best candidates will be both creative lateral thinkers and doers. Their technical pursuits require us to take advantage of the absolute latest in technology and best practices to remain competitive.

Responsibilities:

• Professional verbal and written communication skills, preferred customer facing experience
• Develop strong relations with key stakeholders, understanding their specific use cases and needs, and proactively guide them to maximize the value they derive from our products and solutions
• Manage warranties and subscriptions in collaboration with the Sales Team
• Function as a primary point of contact for post-sale activities
• Monitor and report on customer metrics and KPIs
• Proactive reach out for feature updates and customer feedback
• Identify ways to improve existing processes and systems to improve outreach to customers
• Travel up to 25% of the year

Qualifications:

• BS degree in relevant technical discipline and 5 years of related experience or equivalent combination of education and practical experience
• Comfortable operating in a fast-paced environment to accomplish customer deliveries and collaborating with a team
• Experience in customer support preferred
• Previous experience working in the Defense industry is highly favorable. Relevant experience working in other industries is also favorable