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Customer Success Manager at Vivacity Labs

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  • London
  • fulltime
  • ₤35000 - ₤45000 per year
  • -
  • About us
     
    Opportunities like this don’t come along too often. Vivacity Labs is a start-up that’s consistently delivering 100%+ year-on-year growth, in one of the fastest growing sectors, with a talented team and the very brightest of futures.
     
    Our work makes a real difference to real people. By harnessing the power of cutting edge AI techniques, we’re on a mission to empower cities to create sustainable, citizen-centric transport networks.
     
    We are the lead innovators in our field and have a strong, open and friendly culture that supports those looking for opportunity, challenge and autonomy.
     
    About the role
     
    Salary band: £35,000-£45,000 p/a and up to £6,000 p/a performance-related bonus
     
    We are currently rolling out thousands of sensors across the UK, Europe and beyond, and seeking a passionate Technical Customer Success Manager to join our Client Delivery team. This role will have the opportunity to develop client relationships on projects that help deliver a societal benefit, while internally working alongside a world leading AI research team.
     
    The role is a hybrid between managing project delivery of AI sensors to our clients, especially those with complex technical requirements, and continued relationship building with key client accounts. You will be expected to support with technical sales when our clients request deviations away from our standard product offering.
     
    About you
    You are someone with a customer facing technical delivery/technical support background with a positive and results-driven attitude and exceptional ability to grow partnerships with internal and external stakeholders who deliver efficient, high quality projects, and grow our revenue base.
     
    This is a golden opportunity for a developer, systems engineer or researcher looking to transition into a customer-facing role or technically minded customer success manager to join a great team in a fun, fast-growing tech start-up based in Kentish Town.
     
    Vivacity welcomes applications from all candidates and embraces diversity within our teams. If you are in any doubt as to whether you would be a good fit, please get in touch, or apply anyway, and we will get back to you. We look forward to hearing from you!
     
    Your day-to-day tasks will include:
    • Running internal and external kick-off meetings
    • Coordinating onboarding and implementing of our standard suite of products and services
    • Managing contracts, budgets and invoicing
    • Lead customer facing activities during data delivery and maintenance phase
    • Attend sales meetings with Business Development managers to offer support
    • Estimate development and delivery costs on projects, and approve budgets
    • Carry out desk reviews of sites, and occasional on-site visits where necessary
    • Develop an expert knowledge level of our products to be always able to accurately advise and demonstrate value to your customers
    • Maintain regular communication with clients
    • Identify new opportunities within existing clients
    • Feed back client requirements to Product Managers for future feature requests
    • Help quantify the internal business case for new feature development

    Requirements for the role: 

    • Relevant experience in a role which includes customer facing experience, 1 year of experience in a fully customer-facing role, or 2 years in a technical role with occasional client facing responsibilities
    • A high level of motivation, adaptability, innovation and keenness to learn new skills.
    • Excellent team working skills with the ability to work with a diverse range of people. A sociable nature, able to build relationships quickly with prospects.
    • The ability to manage different priorities simultaneously
    • A good understanding of core Customer Success practices
    • Experience with a Customer Success platform or familiarity with Health Scoring, Success Plans etc

    The following would further strengthen your application: 

    • Experience delivering projects/products and managing budgets.
    • Experience extracting insight from data.
    • Attendance at Hackathons, or contributions to open source projects or extracurricular projects
    • An understanding of Agile software development practices
    • Experience in transportation or Smart Cities projects

    We offer flexible working policies and a benefits package that includes a personal development budget, an annual company away trip, and regular, varied events. This is an exciting opportunity to take an active part in shaping the future of an energetic company dedicated to revolutionising the way our cities work.

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