[Hiring] Technical Customer Success Manager @Miovision

Role Description

As a Technical Customer Success Manager (CSM) at Miovision, you will own the post-sales customer relationships, track customer health, and drive revenue growth. This role engages directly with customers to help them unlock the full value of our traffic technology. You will share industry best practices, help solve problems, and provide technical guidance. Ultimately, your goal is to ensure that onboarding, adopting, and using Miovision feels as seamless as hitting every green light.

This role manages our Northwestern US territory (covering WA, OR, ID, MT, CA, NV). To keep close to our customers, candidates must be located within one of these states to be considered for the opportunity.

Objectives and Responsibilities

• Own the Customer Journey: Manage relationships from onboarding through renewal to maximize retention and drive long-term revenue growth.
• Build Trusted Relationships: Establish deep, lasting connections with executive sponsors, key municipal contacts, and daily end-users.
• Navigate Risk Proactively: Continually monitor account health metrics, risks, escalations, and opportunities to steer clients toward optimal outcomes.
• Advocate Internally: Advocate for customers internally and work with cross-functional counterparts to improve the customer experience. Coordinate with the product team on documentation, customer enablement, and product specifications.
• Accelerate Value Realization: Create and deliver clear, accessible training content so customers realize immediate ROI from their investment.
• Customer Support: Support customer solution design, technical documentation, and integration implementation plans to ensure adoption of the Miovision solutions.
• Bridge Adoption Gaps: Identify precisely where a customer is stuck versus where they want to be, creating clear action plans to bridge the gap and expand their network.
• Technical Problem Solving: Resolve complex product issues for customers and the distributor network.
• Travel: Travel is required up to 30% across the US and Canada to provide on-site consulting work to clients.

Qualifications

• Proven Track Record: Established track record of success in account management, project management, installation, or configuration in a technical field supporting customers in a business-to-business (B2B) or business-to-government (B2G) environment.
• Skilled Communicator: Exceptional oral and written communication skills with the natural ability to communicate across all levels of an organization.
• Strong Consulting Skills: Skilled at consulting including team facilitation, business case development, business analysis, process mapping, and process redesign.
• Systems Implementation: Ability to manage implementation including requirements analysis, design, configuration, testing, training, change management, and support.
• Complex Problem Solver: Ability to align technical concepts with customer requirements and an analytical mindset to solve complex business issues.
• Technical Aptitude: Practical understanding of product development and engineering processes. Experience with networking and the Internet of Things (IoT) is an asset.
• Industry Knowledge and Target Industry Experience: Solid understanding of Intelligent Transportation Systems (ITS) and prior ITS or transportation experience working with a traffic/transportation technology manufacturer, or directly within a city or municipality.
• Active memberships or certifications in industry groups like the International Municipal Signal Association (IMSA); Intelligent Transportation Society of America (ITSA); or Institute of Transportation Engineers (ITE) will make your profile stand out.
• Ability to Travel: Ready to travel up to 30% across the US and Canada.

Recommended Education

• Degree or diploma in Civil Engineering, Transportation Engineering, Urban Planning or other related disciplines is an asset (a formal credential is not required - we strongly encourage candidates with equivalent industry experience to apply).

Benefits

• 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/401K Matching Plan and share in the company's success through our Variable Incentive Plan.
• Time to Recharge: Truly unplug with our unique Mio-Days and 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.