What are the responsibilities and job description for the Customer Success Manager (East Coast - Mid Market - Public Safety) position at Skydio?
Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond.
The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and support to customer with world class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission driven UAS professionals, who sweat the details and ensure our customers are set up for success.
About the role:
We are looking for a motivated mid-market Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our customers. A successful candidate will become an indispensable bridge between our customers and Skydio's extremely agile and world class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers.
How you'll make an impact:
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.
For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/
The Customer Success team enables sales by winning the technical validation process, driving value to customers by seamlessly delivering services, and support to customer with world class on-boarding and technical expertise. We are a rapidly growing team of passionate, mission driven UAS professionals, who sweat the details and ensure our customers are set up for success.
About the role:
We are looking for a motivated mid-market Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage, retention and expansion of our customers. A successful candidate will become an indispensable bridge between our customers and Skydio's extremely agile and world class technical teams. This role reports to the Manager, Customer Success and will work closely with our Product, Engineering, and Sales functions to deliver industry leading autonomous solutions that drive value to our customers.
How you'll make an impact:
- Build scalable processes for customer on-boarding and post sales success
- Track and manage all implementation projects with our mid-market enterprise customers for successful delivery of technology and services.
- Develop healthy customer relationships through proactive support and cadence based follow ups
- Quantify product feedback and brief executives to drive software and hardware engineering to better fit our customers needs
- Advocate for Enterprise customers through deep understanding of their use cases and needs
- Lead Quarterly Business Reviews and customer check-ins to ensure our existing customers are getting value from Skydio technology.
- Manage ~50x accounts driving adoption to ensure expansions and renewals of book of business.
- Strong knowledge or previous experience supporting customers in the SLED industries (Public Safety, Law Enforcement).
- Ability to travel 10 % of the time.
- Ability to obtain Part 107 certificate.
- Proven track record of implementing new technology, agile development and interfacing with technical teams to deliver on customer schedules.
- Proven track record of driving implementation, adoption and value of hardware or software for or within large Enterprises
- Excellent communication skills, both written and verbal, and a strong focus on project management tools and concepts.
- Experience working in a digital customer success motion and delivering excellent service to a customer from a remote position
- Experience with commercial Unmanned Aircraft Systems and related software development/deployment.
- Work directly with customers through proactive, metrics based engagement
- Work closely with customers to ensure renewals, identifying accounts that are at risk not to renew
- Work closely with customers and sales to ensure expansion, identifying the vertical specific pain points that could prevent this expansion.
- Compensation for certain positions may vary based on the position's location.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.
For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/
Salary : $120,000 - $158,025