Manager, Customer Implementation & Onboarding

Kespry Inc. - Menlo Park, CA (30+ days ago)


Ready to elevate your career? Join Kespry’s team dedicated to transforming industrial work through its game-changing aerial intelligence platform. We’re reinventing how organizations capture, analyze and share insights about their businesses, providing the information they need to accelerate operations. Kespry’s seamlessly-integrated platform, including drone data capture and industry-specific analytics, solves critical problems for the aggregates, mining, construction, and insurance sectors. Kespry serves customers across North America, Europe, and Australia, including John Deere, Hancock Claims Consultants, Catastrophe Response Unit (CRU), Fluor, Lehigh Hanson/Heidelberg, and Colas USA.

Kespry is hiring a Customer Success leader to develop a team of high-performing Implementation Managers. You will play a critical role at our company as we transform the lives of industrial workers by making their jobs more productive and safer than ever with our aerial intelligence platform. At Kespry, we live our core values across everything we do. We’re all about integrity, taking ownership, being respectful, putting customers first, always shipping, and having fun. If you’re an innovative and relentless thinker, builder and doer, then Kespry is the place for you.

Required Skills & Experience

  • 3-6 years of experience managing a portfolio of customers in a SaaS/Software environment, customer implementation and onboarding experience strongly preferred
  • Must have management experience (minimum of 1 year)
  • GIS/Geography/Mapping experience is strongly preferred
  • Hardware experience, desire but not required
  • Excellent communication and presentation skills along with content development skills
  • Prior Experience working with cross-functional teams (Sales, Product, Marketing,etc.)
  • Ability to travel and visit customers onsite is a must
  • Strong written verbal, organizational, and communication skills
  • Ability to manage competing priorities in a fast-paced setting
  • Familiarity with customer support protocols for a hardware/software product (the drone) and a web portal (aerial visual information delivery)
  • Bachelor's Degree
Responsibilities

  • Attracting, hiring, motivating, and retaining a group of Customer Success Managers
  • Handling overall responsibility for managing the customer relationship
  • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
  • Develop meaningful Key Performance Indicators to track the individual customer performance as well as aggregate industry trends
  • Formalize processes and templates (e.g., dashboards, success criteria/plans) for onboarding, adoption and ongoing value delivery
  • Establish relationships within the customers' organization and leverage the influence of Kespry throughout their lifecycle
  • Anticipate issues and proactively mitigate risks to help our Account Managers drive renewals
We Offer

  • Competitive salary and stock packages
  • A fun and comfortable company culture
  • Free daily lunch, endless beverages, and snacks
  • Flexible time away
  • Pet-friendly office
  • Happy hours
  • Drone wars, ping-pong table, basketball hoop
  • Standing Desks
  • Medical, dental, vision, life, and 401k