Job description
Customer Success Manager
About BAAM Tech:
BAAM.Tech® has been helping customers find and implement the right mapping solutions since 2016. Specializing in data collection from satellites, aerial (crewed and UAS), mobile, and underwater - bathymetry; our team is composed of subject matter experts that understand the value of right-sized solutions. We help customers get to the deliverables they need and to anticipate future bottlenecks. BAAM.Tech® has relationships with more than a dozen best-in-class hardware, software, and data partners to help customers from agriculture to survey find the right solution for their organization.
Full Job Description:
We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase your business' revenue potentials and minimize churn rates. A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
Objectives:
- Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain customer-success strategies and best practices, as well as customer-support content
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain existing customer-success metrics and data as directed
Responsibilities:
- Experience with industry-standard LiDAR and GIS software packages including TerraScan, TerraModeler, TerraMatch, TerraPhoto, DJI Terra, AgiSoft Metashape, RedCatch, Global Mapper, MicroStation, and ArcGIS is preferred
- Familiarity with point cloud and orthophoto production workflows
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
- Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies
Required Qualifications:
- Three to five years of experience in communications, marketing, sales, account management, or customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
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