Customer Success Manager

Job description

Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com.

Position Summary:

Miovision is looking for a Customer Success Manager (CSM) to join our team. We love to meet our customer’s needs with every interaction. Our CSMs empower our entire support organization to proactively manage post-sales customer relationships, measure customer health, maximize revenue growth, and drive a culture of customer success. If that sounds like the team you want to work for, this opportunity is for you.

The CSM team loves being at the forefront of new customer introductions, onboarding and creating the best experience for every situation. They thrive on engaging with our customers to help them achieve ROI from our solution and share industry best practices and thought leadership. They use our product daily and are experts in helping customer success teams define and execute their strategy. Our CSMs are excellent at collaborating with their internal, cross-functional team members to drive alignment and execution for our customers.

This territory covers Canada (British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Prince Edward Island, Nova Scotia, and Newfoundland and Labrador)

Key Accountabilities:

• Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion.
• Document each individual customer journey and implementation process with a focus on accuracy and data integrity.
• Develop trusted relationships with customers including executive sponsors, key contacts, and end-users.
• Own a book of business with partners and customers, driving retention and growth rates.
• Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience.
• Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way.
• Be a problem solver for your customers and internally – see a challenge, create a solution.
• Proactively monitor and manage customer health, risk, escalations and opportunities.
• Coordinate with the product team on product documentation and customer enablement
• Travel is required approximately 35% of the time across Canada
• Supporting customers and our distributor network with Technical Implementation of both Miovision Hardware and Software

Skills/Qualifications:

• Bilingual and fluent in English and French
• Bachelor’s degree or equivalent experience in information technology, engineering,  or business development.
• 5+ years of experience in technical account management, project management, installation, or configuration in a technical field.
• 5+ years of experience supporting customers in a business-to-business technical industry
• Results-oriented driving technical and commercial outcomes for both Miovision and the customers you support
• Ability to learn technical concepts around our product and our customer’s requirements, aligning the two.
• Required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrated leadership qualities that show your ability to be assertive, be a technical problem solver, be a builder, and improve people & processes around you.
• Strong oral and written communication skills
• Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
• Located in Central Canada to be close to your direct partners and key accounts.

Additional Assets:

• Experience in the Traffic and ITS industry
• Experience with networking and IoT

Perks and Benefits:

Note: We do offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:

• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers ²⁴⁄₇
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please indicate if you require accommodation on your application, and our team will work with you to meet your accessibility needs.

PLEASE BE AWARE OF FRAUD: Applicants interested in applying for roles at Miovision should apply directly via the details provided on our careers page. We communicate directly with applicants and will not request banking information, payment, or fees during any point of the recruitment process. We do not conduct interviews via text message. If you suspect that a third party is impersonating Miovision or requesting payment for recruitment on behalf of Miovision, please alert us via [email protected].

To all recruitment agencies: Miovision does not accept agency solicitation or resumes. Please do not forward resumes to our HR alias e-mail address, to any Miovision employee, or to other Miovision e-mail addresses. Miovision will not pay any fees related to unsolicited resumes.