Client Service Supervisor

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Job description

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world's first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

EarthCam is seeking a collaborative and KPI driven Client Service Supervisor to join our growing team.

Responsibilities

Lead the Customer Success team to oversee customer relationships throughout each project lifecycle and advocate internally on their behalf

Provide oversight and leadership for teams to successfully meet company commitments to customers

Collaborate closely with peers across the EarthCam organization to ensure positive outcomes and a frictionless experience for clients

Report to EarthCam executive leadership on customer health metrics, upsell opportunities and risk

Design and implement client success methodologies to convey clear value and drive adoption of EarthCam solutions

Cultivate a deep understanding of customer business operations and apply EarthCam solutions to provide measurable impact

Perform periodic business reviews and lead a proactive engagement model

Act as a strong customer advocate, while maintaining business priorities

Steer internal teams to remove friction in the customer experience

Generate and maintain account health dashboards

Develop a working knowledge of competitive products, identify technical strengths and weaknesses against EarthCam's value proposition

Develop and deliver presentations to quantify and qualify product/service utilization, realized benefits, opportunities and client success plans

Manage customer success team, clarify roles and responsibilities within a matrixed organization

Support customer success initiatives, and help build customer-centric methodologies throughout cross-functional teams

Requirements

Who YOU Are

A passionate and empathetic advocate for the customer experience

Proven "player-coach", comfortable and effective in directing team members, while equally able to own and manage direct customer relationships

Persuasive and confident with excellent negotiation skills

Prior experience in solutions selling and account development

An excellent communicator and strong writer with persuasive public speaking ability

Self-motivated, pro-active and results-oriented professional, comfortable working with minimal direction

A confident leader who can inspire and direct a team effectively

Demonstrates leadership acumen that recognizes when to act with urgency

Diligent, detail oriented and organized

Qualifications

Minimum 5+ years' experience in a customer-facing leadership or management role

Experience in SaaS software such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager

Proven track-record of effective client engagement across a wide spectrum of stakeholders, including executive leadership, technical staff and end users

Experience servicing large, enterprise-level clients and communicating customer initiatives

Demonstrated experience in a fast-paced environment, while meeting customer time constraints

Bachelor's degree or equivalent experience

Strong ability to identify and attract Customer Success talent

Prior experience working with customer success workflow tools

Benefits

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development - designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

Health insurance (Single coverage 100% paid for by company)

Dental and vision insurance

401K Plan (with aggressive company matching)

Paid time off, plus paid holidays

Regular free breakfasts, lunches and snacks

Bicycles to ride around campus

Team BBQs and annual company Olympics

Recruitment Fraud Disclaimer

EarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.

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