Customer Success Manager (Multiple Locations)

Socrata, Inc.; Seattle, WA

Job Details

  • Job Function: Other; Non-Department Head
  • Position Type: Full Time
  • Website: http://www.socrata.com/
  • Where: Washington, D.C.
HOW TO APPLY

Post Date: Jan 30 2018

Qualified applicants may apply at https://careers.socrata.com/jobs and also contact Socrata at peopleops@socrata.com.

Summary

[POSITIONS OPEN IN CHICAGO, IL, WASHINGTON, D.C. (2), & SEATTLE, WA]

Our mission at Socrata is to help government use data more strategically and effectively in the design and delivery of their programs and missions. Since 2007, we have focused on improving the access and utility of data held by government institutions around the world, and making that data useful to people outside and inside of government.

Socrata set out to develop a new kind of cloud-based software infrastructure and an innovation network designed to unlock the flow of government data. We’re the leader of a global movement called open data where engaged citizens, civic hackers, elected leaders, program managers, entrepreneurs, journalists, scientists and researchers are applying data to age-old problems to make government more efficient and to improve society as a whole by improving government outcomes.

Our data platform and cloud-based solutions support the world’s most ambitious open data programs and internal data sharing programs at every level of government. Our customers include the US Federal Government; half of US states and most major US cities and counties. Some of our amazing customers include states like New York, Texas and Utah; cities like Seattle, Chicago, Los Angeles and New York; federal agencies like the Centers for Disease Control and Prevention (CDC), US Department of Commerce, the US Department of Transportation and the Centers for Medicare & Medicaid Services! Our select few non-governmental customers are ones with influence over government data policy, including the World Bank, the United Nations and the European Commission.

How We Act

At Socrata, how we act with each other and our customers embodies the core values and our code of conduct:

We value big ideas and creative execution
We build open and honest relationships
We are results driven and accountable
We celebrate success together
We aspire to be remarkable
Do you share our values? Is this the kind of environment where you’ll feel empowered to do your best and most meaningful work?

What You’ll Be Doing

We are looking for a passionate Customer Success Manager (CSM) to join our team and help governments across the country solve their toughest problems through the use of data. Working shoulder to shoulder with innovative governments at all levels, CSMs take on real-world problems in education, health, energy, public safety, transportation, economic development, international development, and more. The core of this role is long term relationship management and creative problem solving. You will not be working on support related issues or doing project based work. This role is perfect for an entrepreneurial, mission driven person who is great at creative problem solving and building authentic relationships with customers. Location is flexible.

The key responsibilities for this role are:

Show our amazing customers how to leverage the Socrata platform in their daily work and ensure they are extracting maximum value by tracking the usage, adoption, retention, program outcomes, and overall account health.

Act as a trusted advisor to our customers, providing proactive, focused attention to continuously ensure they are deriving value and experience a measurable impact from their work with Socrata.

Be an ambassador for our customers within the company, providing consistent feedback on where customers are achieving their goals, and where their needs are not being met.

Champion Socrata across your portfolio of customers, educating them on the multitude of exciting ways we can enable them to achieve their mission and make their daily lives easier.

On a Typical Day You Might...

Work hand-in-hand with the leadership of the City of Austin to build out a roadmap for advancing its data management, performance management, and data analytics practices

Take an intractable problem such as traffic congestion and work with the City of Seattle to find a data-driven and elegant set of solutions

Facilitate a meeting with a County Department Director, Chief Information Officer, and their staff to develop a data-driven, programmatic approach to drive platform adoption and engagement across their organization

Have a recurring block of time on your daily schedule to monitor a customer’s health, usage and ongoing/changing needs and develop and execute playbooks to assist them in maximizing value from our solutions

Collaborate with Socrata’s Global Services team and Sales team to develop a repository of best practices and new trends regarding data management, performance management, and data analytics

Facilitate a customer-to-customer collaborative learning session during a regional community event

Using data from our Product, Support, and Services teams, proactively identify customers with low or inadequate adoption and develop and execute risk mitigation plans

Required Knowledge and Skills....

You have experience working in government, public policy, public administration, or a related field as well as a deep understanding of how government works

You have superb structured, analytical thinking skills. Every day you’ll need to break down problems, reason through uncertainty, and investigate root causes.

You can work autonomously but also enjoy collaborating with others, mentoring and teaching.

You're skilled at finding ways to unblock yourself, your customer, and your team

You have a working understanding and can beautifully articulate and simplify concepts pertaining to web fundamentals from data analysis, to user experience design, to APIs.

You have customer facing experience (customer service, program management, consulting or sales) that includes issue resolution and escalation management at both the business owner and executive levels.

You have demonstrated a proven ability to collaborate and build strong relationships at technical and Senior Executive levels

You are naturally curious and are not afraid to ask questions, while also having the ability to work independently and in a result-oriented environment and do not need to be micromanaged

You have sophisticated interpersonal skills including the ability to establish Trusted Advisor working relationships with our customers

You are able to run a meeting with multiple stakeholders and multi-level audiences

You have a passion for our mission of unleashing data-driven innovation in government

You’re able to travel up to 40% of the time

You are a clear, articulate speaker with poised, confident presence who is comfortable delivering presentations in front of executive-level audiences

You have strong organizational and time management skills with the ability to manage a portfolio of accounts

Preferred Knowledge and Skills…

You are familiar with cloud software/SaaS products with 5+ years industry experience

You have a strong understanding of public sector data management, data analytics, performance management and budgeting

You have some knowledge of major government IT systems, information architecture best practices, data science, and emerging technology

You have a BA/BS or MS degree

About Socrata

Socrata has 160 employees and is headquartered in a vibrant and creative workspace in Seattle, WA. The company also has regional offices in Washington, DC and London, UK. Socrata has raised $55M in venture backing from top VC firms including Sapphire Ventures, OpenView Venture Partners, Frazier Technology Ventures, and Delta-v Capital. You can learn more about Socrata at www.socrata.com.

Competitive salary including stock options and great benefits are offered.

Socrata is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Socrata are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Socrata will not tolerate discrimination or harassment based on any of these characteristics. Socrata encourages applicants of all ages.

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