Launch Success Manager

The Company 

Metropolis develops advanced computer vision and machine learning technology that makes mobile commerce remarkable. Our platform is already deployed in hundreds of mobility facilities and industries with billions in opportunity. We’re building the digital pipes through which the future of mobile commerce will move. 

The Role

The mission of the Launch Success Manager is to build and maintain strong enterprise customer relationships to ensure retention and growth. These relationships are at the property management and enterprise levels (B2B). You will be responsible for building and executing processes to onboard new properties and enterprises as well as developing the tools for the local operations teams to assist with post-launch account management (billing, validations, etc). 

Establishing trust and providing a remarkable experience for our customers is a core value at Metropolis. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. The successful candidate will be open-minded, resourceful, decisive, and possess a high degree of humility. They will be comfortable operating in ambiguity while maintaining a bias for action. 

Responsibilities

• Develop written communications and training plans for property manager and enterprise customers on the best use of our product and features
• Setup processes and SOPs that allow us to respond to issues quickly and accurately
• Work with department heads to identify and communicate needs (internally and externally) based on product releases, site launches and customer feedback 
• Resolve and document complex problems for customers quickly that will help drive repeat business
• Field communications from property managers and enterprises and drive issues, improvements to conclusion 
• Be a subject matter expert on all processes at our physical locations in order to resolve recurring issues quickly
• Innovate Everything

Requirements 

• 1-3 years of experience working in a high-growth, tech-focused startup environment in a customer facing role required
• Passionate about providing a high level of customer service. You go above and beyond to delight the customer
• Ability to work independently and manage multiple tasks at once. Since we’re at the beginning stages of development, there will be no shortage of critical tasks to complete. You thrive in this environment
• Derive enjoyment from learning and innovating. You enjoy testing different success strategies and tracking results
• Entrepreneurial mindset. Must be a self-starter who thrives on ambiguity and the opportunity to bring structure where needed
• Strong interpersonal skills. Success in this role depends on developing trusting relationships with the team, external stakeholders, and partners
• Natural communicator and presenter. An excellent listener, capable of synthesizing disparate inputs into a clean, coherent, and compelling narrative
• Passion for transportation, mobility and/or logistics is a plus!
• Proficiency with customer support technology a plus

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