Job Description
Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.
Location: Candidate can be located anywhere is the Continental US - Remote
Position
Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products, accountable for client renewal and retention results. Ensures best practices are adopted for product use.
What We Offer
The client partner will act as the voice of the customer to the Product Management and the R&D organization including recommendations for new features, solutions and enhancements that will align with the customer’s future requirements or enhance the performance of our existing services. The CP is directly involved alongside Customer Success to handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. The Client Partner will be responsible with tangible value generated from other SmartSense solutions and future acquired businesses.
What You Will Do
- Manage and grow a list of customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
- Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
- Own the customer operation process from partnering to ongoing value delivery of the desired outcome
- Work cross-functionally on internal projects to support and drive the continued evolution of the solution
- Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplish their goals is important to overall success
- Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately while working with the correct internal groups
- Validates viable product feedback from customers tied with potential sales value to impact product roadmap alignment with customer’s needs
- Facilitate customer cadence calls, onsite and/or web trainings
- Drive quarterly steering committee agenda’s, partnering with sales, Executive Management, and other resources to drive continued ROI
- Act as the voice of the customer and partner with them through the entire customer journey
- Ensure customer environment is maximized to exceed value and expectations over time
- Identify business process recommendations to accelerate the adoption, retention, upsell and value achievement while identifying and resolving risk
- Deliver, document and reference customer success stories to distinguish SmartSense services
- Partner with customer success group to identify expansion opportunities and help delivering value
- Ability to sell renewals and upsell new modules and module expansions
- Executive relationships
Who You Are and What You Bring
- Bachelor’s degree required or relevant experience preferred
- 5+ years relevant work experience
- Extensive experience in the account management of large Retail Clients in the Grocery and/or Food Service space.
- Proven ability to develop strong and lasting customer relationships at all levels and across a variety of organizations
- Comfortable navigating the internal working of a customer organization to reach key decision makers and influencers that are critical to SmartSense company success
- Excellent record of accomplishment of driving contract renewal and revenue growth at customer accounts by driving successful customer outcomes and solutions selling.
- Ability to prioritize is key focus on products, relationships and work that most directly fosters growth, while deprioritizing less urgent or relevant opportunities
- Must be very outgoing and persistent with the drive, research skills and influencer identification abilities to establish new client/agency relationships. Must be detail-oriented and have strong organizational skills that can juggle many client/agency relationships and activities at a time.
- The ability to embrace a data-driven approach is essential to success
- Willingness to track and optimize activity via CRM system is key
- 50% travel required – some international
Desired But Not Required
- Masters Degree
- SaaS a plus
Smart Sense by Digi offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
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