Position Summary:
Miovision is looking for an ITS Customer Success Manager (CSM) to join our team. We empower our organization to proactively manage post-sales customer relationships, measure customer health, maximize revenue growth, and drive customer success. The CSM team engages with customers to help them achieve ROI from our solutions, share industry best practices, and provide technical guidance.
This role covers our Canadian territory. (British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Prince Edward Island, Nova Scotia, and Newfoundland and Labrador).
Key Responsibilities:
Customer Relationship Management
- Successfully manage customer relationships from “new to renew,” including training, adoption, expansion, and renewals.
- Develop trusted relationships with customers, including executive sponsors, key contacts, and end-users.
- Own a book of business with partners and customers, driving retention and growth rates.
- Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience.
- Proactively monitor and manage customer health, risk, escalations, and opportunities.
Product Knowledge and Training
- Develop a deep understanding of Miovision products with the goal of being a subject matter expert.
- Stay current on industry trends.
- Assist in product training content creation and training delivery.
- Deliver customer facing training, help customer realize the value of their investment.
Technical Support and Solution Consulting
- Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way, including technical system integration and solution design.
- Be a technical problem solver for your customers and internally – see a challenge, create a solution.
- Support resolution of complex product issues, acting as a customer advocate to ensure an effortless experience.
- Support customers and our distributor network with Technical support of both Miovision Hardware and Software.
- Help drive customer solution design, technical documentation, and the implementation plan of desired integrations.
Product and Process Collaboration
- Coordinate with the product team on product documentation, customer enablement, and participate in product approval and specification processes.
- Identify and document gaps between the customer's current and desired state, creating action plans and recommendations.
Implementation and Travel
- Travel is required up to 30% of the time within your region, providing on-site consulting work to clients, and occasional visits to Miovision's HQ.
Skills/Qualifications:
- Fluently bilingual in English and French
- Bachelor’s degree or equivalent experience in information technology, engineering, or business development.
- 5+ years of experience in account management, project management, installation, or a configuration in a technical field, supporting customers in a business-to-business and/or business-to-government industry.
- Results-oriented driving technical and commercial outcomes for both Miovision and the customers you support.
- Ability to learn technical concepts around our product and our customer’s requirements, aligning the two.
- Required passion and empathy to understand your customers and deliver to their needs.
- Previously demonstrated leadership qualities that show your ability to be assertive, solve technical problems, be a builder, and improve people and processes around you.
- Strong oral and written communication skills
- Experience with general consulting skills including team facilitation, business case development, strong business analysis skills, process mapping, and process redesign.
- Systems implementation skills including requirements and process analysis, conceptual and detailed design, configuration, testing, training, change management, and support.
- Analytical nature with the ability to solve complex business issues.
- Basic understanding of product development and engineering processes.
- Located in Central Canada to be close to your direct partners and key accounts.
Additional Assets:
- Experience in the Traffic and ITS industry
- Experience with networking and IoT
- Membership in Industry Groups like IMSA, ITSA, ITE as well as relevant industry certifications.
Your Rewards & Well-being:
We invest in our team with benefits designed for modern life and true work-life balance.
- Comprehensive Coverage: Your well-being is covered from day one with comprehensive health benefits, 24/7 virtual healthcare access, and dedicated wellness programs.
- Financial Future: Build for tomorrow with our RRSP Matching Plan
- Time to Recharge: Truly unplug with our unique Mio-Days (we turn every long weekend into a 4-day weekend!), a December holiday shutdown, and a flexible vacation policy
- Work & Life Support: We support you with flexible work options, an internet subsidy, a remote work allowance, and enhanced leave for new parents.
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What We Do
Miovision provides cities with modern tools to fix today's traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping municipalities get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted more than nine billion vehicles around the world. We have offices in Kitchener, Canada as well as operations in Germany, Serbia and the US. For more information, visit miovision.com
