- Provide proactive customer service and support to drive customer satisfaction.
- Manage subscription renewals for a large portfolio, ensuring a smooth and productive process.
- Maintain up-to-date account intelligence in Salesforce and leverage customer data to inform engagement strategies.
- Collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio using customer experience and marketing automation techniques.
- Serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value.
- Identify churn risks and implement proactive measures to address them, ensuring high levels of retention.
- Collaborate cross-functionally to resolve customer issues and support growth opportunities.
- Partner with Sales teams to identify and develop upsell opportunities.
- Actively nurture customer advocacy, encouraging customers to promote Nearmap both internally and externally.
- 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
- Recent experience serving customers in the LGA, State or Federal Government sectors
- Proven ability to map customer business processes to product capabilities.
- Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions.
- Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams.