Customer Success Specialist (Remote Position)

Who We Are
Cartegraph builds safer, more resilient, and more sustainable communities through better stewardship of critical infrastructure.

We design, build, and sell powerful, intuitive software solutions that help local government agencies, utilities, and educational institutions manage their physical assets and associated operations.

With Cartegraph, users optimize the performance of their assets, drive efficiencies, maximize resources, and reduce costs through smarter, data-driven decisions.
Your Job Summary
Customer Success is vital for any organization seeking to achieve a high-performance operation.

The Customer Success Specialist (CSS) team member will work directly with the Customer Success Management (CSM) team and other company-wide initiatives.

This role opens the door to many opportunities for advancement into sales, services, and other positions across our growing company.
In short, you will work closely with our team to provide our customers with the best possible experience, thereby ensuring retention and increased adoption of our products and services.

A typical workday for a CSS will likely be anything but typical.

If you thrive in an adaptive environment, where you can leverage your creative, technical, and people skills, this role is for you!
THE WORK YOU WILL DO
Reach out to customer contacts to manage meetings, share updates, gather feedback, and more via phone, email, and social media.

Gathering and analyzing data and preparing presentations for customers, senior staff, and managers.

Communicating updates, soliciting feedback, and drive resolution of issues.

Working closely with the Customer Success Managers and Account Managers to build success stories, grow our reference network, and guide strategic account plans.

Performing frequent data entry and update in Salesforce and Gainsight to ensure that our customer data are both current and accurate; that we are driving automation and efficiency in our operations; and, that we are championing data-driven methods and decision making tactics.
Actively engage and contribute in team meetings and events focused on improving our customer experience and customer success initiatives.

Representing Customer Success in a variety of engagements including managing pre-sale and post-sale events along the customer journey.

Additional Responsibilities

Champion and advocate for a Customer-first culture at Cartegraph.
Build strong customer relationships through empathy, advocacy, and value-added engagements.

Manage webinars, regional events, and trade shows as needed.
Contribute to our reference program.
Contribute to growth, satisfaction, adoption, and retention efforts.

What You Bring To The Table
Requirements

You’re eager to learn new software, processes, and habits.
You embrace change and can adapt quickly when initiatives or situations change.
You have the ability to influence people to accept change or new ideas.
You thrive in a high-paced, high expectation environment.
You have excellent communication skills in writing, speaking, listening, and cold calling.
You’re persistent and driven.

You apply a can-do, never give up attitude to everything you do.
You can communicate effectively with all levels of a customer organization from office staff to C-level contacts.
You’re persuasive and understand how to lead through influence and negotiation.
You’re personable and have a positive attitude in your work and interactions.
You’re comfortable leading technical training and sales demos as needed.

Desired Experience And Qualifications

You have, or are working towards, a 2
– or 4-year degree program in a business administration or technical field such as MIS or GIS.

We will also consider the right candidate with an equivalent combination of education and work experience.
Have strong skillsets or experience in both technical and sales roles.
Have experience in municipal or county government operations, higher education operations, building and infrastructure industries, water or wastewater treatment operations.
Have technical experience and aptitude with Cartegraph, InVision, SEMS, Esri, AutoCAD, and/or other Work and Asset Management software.
Have experience in working with Salesforce, Gainsight, or other CRM platforms.
Have experience in working with Office 365, SQL, PowerBI, Pendo, and similar operational solutions.

TRAVEL
Ability and willingness to travel (up to 20%) as required
Benefits
We tried to narrow down to just 5 reasons to work here, but it was impossible…
Opportunities to apply your skills and experiences with an established industry leader
Collaborative work environment
Co-workers with a passion for what they do
Casual and flexible work environment
Competitive pay and benefits
15 days of PTO in just your first year (whoa)
Paid parental leave
One week sabbatical every five years
Paid holidays (plus a couple extra days)
401k plan with generous employer match
Social events, coffee and snacks, foosball and more…

Learn more about working at Cartegraph and our Midwest-Nice culture:
Cartegraph’s Culture Video
https://www.glassdoor.com/Overview/Working-at-Cartegraph-EI_IE335255.11,21.htm
In our efforts to recruit those who will elevate our success and ensure a proper career fit, we invite you to complete the Culture Index Survey.

The survey contains two questions and should take no more than 10-15 minutes.

If you have questions, please contact pc@cartegraph.com.
Cartegraph is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees and do not tolerate discrimination of any kind.

If you are unable to complete our online employment application or require an accommodation to do so, please call 563-587-3366 for assistance.