Position Title: Customer Success Account Manager

Reports To: Senior Vice President, International

Job Type: Full Time, Exempt

Salary: 80,000 to 90,000 USD + STI

Location: Costa Mesa, California

ABOUT BEONIC

Beonic helps marketing, operations, IT and research teams measure, predict, and influence customer behaviour across the physical and digital world. Thousands of shopping centres, airports, retailers, smart cities, universities, restaurants, and other venues rely on Beonic to understand and improve venue performance and create better experiences for their visitors. Beonic securely analyses billions of data points each month from venues across the globe.

ABOUT THE ROLE

Customer Success

The Customer Success
function is responsible for ensuring that our clients achieve their goals with the Beonic solutions they deploy within their organisations. At the heart of this is the Beonic IO Platform, a multi-functional, cloud-hosted SaaS solution. With over 35 Countries and 11,000 + venues adopting our products, the Customer Success Manager role is responsible for servicing the key enterprise accounts to ensure contract renewal, upsell & growth.

Key Requirements

Industry & Domain Knowledge

Beonic operates in multiple industries including, Airports, Retail and Commercial Property In addition, Beonic works with a variety of technologies including, WiFI, People Counting, Cameras, LiDAR, & other IoT devices. The Customer Success Account Manager must be a proven problem solver, experienced in working with senior decision makers within customer organisations.

As a Customer Success Account Manager you will be responsible for supporting customers across our International markets, including the US and EMEA regions. Your role will be instrumental in driving customer retention, growth, and upsell opportunities.

You will work in close partnership with the International Sales Team and collaborate cross-functionally with teams such as Product Development, Technology, Operations and Digital Strategy to ensure a seamless customer experience.

This position also involves a strong technical focus, supporting the successful delivery and adoption of Beonic’s products and services. Your ability to combine relationship management with product knowledge will be key to enabling long-term customer success.

The ideal candidate will have at least 5 years experience representing a high ticket technical product, working with senior decision makers. They will be an effective communicator and organizer who can eliminate obstacles, maintain a realistic view of complex technical initiatives, and manage the customer process end-to-end. They are skilled at brainstorming, deadline driven, organized and detail focused. They have excellent interpersonal and communication skills. They are passionate about customer success and customer experience. This is a fast-paced, highly collaborative role that involves numerous stakeholders across multiple industry verticals.

Key Responsibilities:

• Key Account Management of Beonics most valuable portfolio of customers, working daily with senior decision makers within focus on the following sectors;
  • Airports
  • Stadiums
  • Retail and Leisure
• Provide responses to technical or account queries, project management and client management
• Provide technical support and training for customers of the Beonic SaaS platform.
• Liaise with internal technical and account teams to solve client problems
• Consult with clients on the integration of their systems and networks with Beonic’s SaaS platform.
• Assist Beonic Sales teams in the creation of customer proposals and cost estimates
• Work with the Beonic Digital Strategy team to optimize marketing strategies, campaigns and content for customers.

Requirements:

• 5 + years of commercial experience
• Minimum of a Bachelor degree or equivalent Knowledge of Martech, CRM, BI and CMS technologies an advantage eg;
• SFMC, Campaign Monitor, Mailchimp, Hubspot, Tableau, PowerBI
• Understanding of common API protocols, e.g. REST, JSON, MQTT etc.
• Experience with PM and Service Management tools, (eg. Jira, Trello, Zendesk, Freshdesk etc.)
• Strong customer empathy and ability to communicate technical concepts to both technical and non-technical audiences.
• High energy, charismatic, innovative and creative
• Persuasive communicator to build momentum and buy-in from other teams or customers
• Organizational skills to effectively manage competing projects with tight deadlines
• Exceptional team player
• At home in a very fast-paced environment with a high level of autonomy
• Legal authorization to work in the USA

What we Offer?

Health and Vision Insurance

20 Days PTO

10 Days Personal Leave

401K matching at 12 months Service

Birthday Leave

Growth and Development