Key Characteristics:
mySidewalk’s next Customer Development Manager will require someone that is a curious, empathetic, active listener working to motivate our customers through their toughest problems. This person has experience in and around the public sector with thought leaders, city leaders and citizens to quickly drive results. Our next Customer Development Manager is organized and assertive but appropriately flexible as customers' needs and goals change. They have an appreciation for documentation and are natural born storytellers.
The kind of problems you’ll help us solve:
- How might we deliver customer outcomes based on a customers' biggest pain points?
- How might we best guide our customer through each stage of the customer journey?
- How might we drive a nuanced understanding of customers throughout the organization?
How you’ll solve those problems:
- Develop a deep understanding of the customer’s context, goals, and pain points—and how mySidewalk will deliver outcomes.
- Manage a portfolio of customers—and for each one, understand the customer’s current state and desired state (outcome) and how mySidewalk will deliver results.
- Make connections with the customer, building relationships that are rooted in mutual trust and a shared interest in creating positive change in communities.
- Develop a clear understanding of the mySidewalk solution(s) that will help the customer achieve their desired outcomes and play coach, project manager, product expert, and consultant until we’ve delivered the outcomes the customer seeks.
- Guide the customer through each stage of the customer journey by relying on a masterful blend of established best practices and personal intuition.
- Own the successful execution of Dashboard projects.
- Create product experts and champions in your customers’ organizations.
- Identify expansion opportunities & lead renewal conversations.
- Help internal teammates develop a nuanced understanding of customers.
- Initiate opportunities to teach teams—including Solutions Dev, Sales & Marketing, Data, & Product—what you know in order to help every team member develop a deep understanding of the customer.
You’ll help us solve those problems if you have:
- BA/BS degree or equivalent work experience; background in urban planning, city leadership or administration, or other relevant educational experience preferred
- Previous experience working in a Client or Customer Success role within the govtech and/or data analytics SaaS industry OR experience working in/around local gov
- Excellent verbal and written communication skills, including ability to present to internal and external executives and key decision makers live and via web conference
- Understanding what technology can offer cities to solve complex challenges, and are skilled at explaining complex and/or technical issues clearly
- Strong knowledge of large datasets typically used in local government performance management and planning and the ability to articulate how to use it well
- Excellent at account planning, prioritization, and management of complex timelines
- Data-driven and human-centered in assessment of own and others’ effectiveness