Smart City Saas Customer Success Manager

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Description:
Rubicon Global is seeking a Customer Success Manager, based in New York City, to support and grow our existing SaaS clients around the globe. As the face of Rubicon to our city government customers, this role defines the customer experience for our government partners. We are looking for proactive candidates with a proven track record of delighting internal and external customers with excellent service.

The successful candidate is joining a company that sets a high bar for what counts as high quality customer service. Rubicon’s business has expanded quickly, driven in large part by excellent customer support. Our customer success team has redefined the customer experience in the waste and recycling industry, and we are delivering transformative customer support to our smart city customers as well.

The ideal candidate will be a problem-solver with excellent interpersonal skills. Flexibility, technology-savvy, commercial awareness, and a passion for cities are also important attributes.

The role is also an opportunity to be based at Rubicon’s fast-growing New York City office. Only candidates based in the NYC area or willing to relocate to NYC should apply.

Key Responsibilities:
-Develop a trusted advisor relationship with city government staff, often at the Deputy Director level and above.
-Help our cities drive cost savings, sustainability, and operational excellence in their solid waste departments, and throughout their broader fleets, using our technology as the linchpin.
-Proactively consult with cities to fully understand their needs and actively solve pain points. Address their needs before they become a problem.
-Support and manage a wide variety of day-to-day requests, including product questions, requests for analytical insights and operational improvements, and technical support queries. -Coordinate with internal experts and ensure that these requests are addressed correctly and in a timely manner, and see issues through to their conclusion.
-Ensure that all cities receive extraordinary value from our product and services. Clearly outline and then exceed our stated goals during a given contract period. Document the value that we provide. Take ownership for each customer’s success and ROI with our services.
-Collaborate internally with our Product Team to communicate customer needs to design ideal offering/features.
-Coordinate closely with our Launch Team to get each new city off to a fast start and ensure a smooth transition from launch to ongoing support.
-Develop and define internal processes where necessary to strengthen our ability to serve our cities.
-Support the Smart City Partnerships Development Team in driving sales to new cities.
-Identify new areas where we can provide technology support to city solid waste divisions as well as other departments in cities.
-Support pilot cities in the process of moving from pilot to paying customers.
-Regularly travel to support our city customers (15-30% of time), frequently to municipal fleet yards.

Preferred Experience:
The ideal candidate will have previous experience in government, technology, or fleet operations and at least 4 years of experience in account management or customer success at a software company.

-B.S. or B.A. required.
-Minimum 4+ years work experience required.
-Customer Success Pro -- Experience on Account Management or
Customer Success teams, ideally for a SaaS product.
-Technology-savvy -- Experience understanding and familiarity with SaaS technology, artificial intelligence, and machine learning.
-Proven track record of building rapport and relationships at all levels, with an emphasis on being able to build relationships with government staff and municipal leadership.
-Commercial awareness, particularly in identifying business development opportunities within existing client relationships.
-Customer Advocate -- Work closely with key internal teams (Business Development, Launch/Implementation, and Product Teams) while advocating for the customer.
-Liaison -- Ability to balance internal and external stakeholder expectations.
-Good listening skills and ability to understand underlying issues and how we can help solve them.
-Adaptability -- Comfort working across a range of hierarchies and environments.
-Data driven with appreciation of organization and process. Strong data analysis skills including creating data visualizations and related reports, using Excel, PowerBI, or other tools.
-Able to effectively prioritize and execute tasks in a dynamic, fast-paced, ever-changing startup environment. Adaptability and flexibility are critical skills.
-Account management, project management and problem-solving skills.
-Excellent writer and communicator with strong presentation skills via phone, online and in person.
-High level of organization and a great attention to detail.
-Microsoft Office expertise required.

About Rubicon Global
Rubicon Global is a technology company that powers a digital marketplace, provides a suite of SaaS products for waste, recycling, and smart city solutions, and collects and analyzes data for businesses and governments worldwide. Using technology to help turn businesses into more sustainable enterprises and neighborhoods into greener and smarter places to live and work, Rubicon’s mission is to end waste in all of its forms by helping its partners find economic value in their waste streams and confidently execute on their sustainability goals. The company is a Certified B Corporation, affirming that Rubicon meets the highest standards of verified social and environmental performance. Through its technology, Rubicon is transforming the entire category of waste and recycling. With more than 1.7 million service locations worldwide, Rubicon Global is headquartered in Atlanta, GA, and has core teams in New York, NY, San Francisco, CA, St. Louis, MO, and Tinton Falls, NJ. Rubicon has been named a Great Place to Work™ in 2018 and 2019 and was awarded as one of Glassdoor’s “Top Ten Companies with Seriously Impressive Benefits” in 2018.

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Rubicon Global is a Certified B Corp and an Equal Employment Opportunity Employer. We also maintain a Drug-Free Workplace.