Product Success Lead
City Innovate’s customers are seasoned government executives who are also on the cutting edge in their commitment to innovating very manual and complex document processes such as procurement, budgeting, grants and more.
We are looking for an experienced Product Success Lead to provide proactive, high-touch, technical advising, product expertise, and enablement for our high-touch customers. You will work closely with customer stakeholders to align their challenges and desired business outcomes with KPIs for continuously adopting the CI products and realizing value over time, setting them up for long-term success and growth with City Innovate.
As a liaison between the CI Customer base and Product organization, you will drive product adoption and entrenchment of City Innovate products across our customer base while advocating for the voice of the customer internally.
The Product Adoption Lead gives customers a direct relationship with a senior technical resource with an in-depth knowledge of the customer’s technical environment and product use case. They can prevent issues before they arise with proactive planning and technical reviews as well as make strategic recommendations for how customers can extract more value from their product subscriptions.
In this role, you will support customers proactively with consultative and tailored enablement, building shared product adoption plans, ensuring customers have self service and digital enablement and best practice resources, while collaborating with Support Engineering on proactive product risk mitigation.
Our ideal candidate has 5-10+ years of technical account management, product management, or product-focused customer enablement experience managing enterprise clients and a strong understanding of public sector clients and how to drive success of enterprise SaaS products.
Reporting to the Director of Customer Outcomes, you will be an early member of our Customer Outcomes team, helping to establish our methodology and workflows. We value candidates with an interest in mentoring Product Adoption Specialists, establishing internal enablement materials, and laying a foundation for best-in-class product adoption and value realization for our amazing customers.
What You’ll Be Doing
Data-driven approach to driving product adoption:
Unrelenting focus on the user experience of our customers, including their daily engagement in the product, workflow, ideal user paths, and ability to identify points of friction in product adoption.
Take a consultative approach to developing product adoption targets for key metrics across the four key customer outcomes areas: Visibility, Efficiency, Compliance, and Effectiveness. Meet/exceed quarterly product adoption targets by proactively engaging with named customers to drive usage and adoption of key features, workflows, and actions in the product.
Meet with customers on a regular cadence to provide strategic recommendations and best practice guidance on Document Process Automation (DPA) and the ideal user path for customers through their products given their desired outcomes.
Collaborate Product Adoption Specialists and Support Engineers to build automated tailored campaigns that push enablement and best practices resources to nudge customers toward increased usage and high value in-product actions.
Perform data analysis, monitoring, and reporting tracking Customer Success activities, highlighting key trends/insights and escalating issues as needed
Leverage customer communities and community management to help with ticket deflection, peer-to-peer support, and a centralized location for customers to self-serve
Liaison between the customer and the Product organization:
Develop and maintain relationships with key users and decision-makers at assigned customers, keeping them connected to the value being added by our products. Internally, you will serve as an advocate for your customer, and help shape the product roadmap to ensure that customer solutions are highly scalable, flexible, and easy to use.
Serve as a product expert on City Innovate platform, with the ability to demo on the fly, troubleshoot, and coach customers of varying technical ability on ideal usage. Drive the continued refinement of customer’s platform configuration post-implementation, ensuring the value and functionality of new features is understood and adopted.
Work cross-departmentally as the customer’s champion within City Innovate, driving company alignment and evolution of our product suite in support of the existing account base. Advocate for customer needs by clearly defining business requirements and business value of product enhancements with the Product team.
Managing Customer Health and Value Realization:
Develop early warning systems for customers who show signs of risk, design playbooks to address risks in usage or engagement, and provide paths to escalation. Take a data-driven approach to proactively identifying issues/risks and escalating internally for prompt relief and resolution.
Build scoring thresholds for named accounts in Customer Health Dashboard based on your understanding of the customer’s anticipated and target product adoption and engagement goals. Test and iterate to continuously improve the measurement framework to continue learning from and refining our customer health metrics model.
Determine the leading indicators that point to growth in product usage and entrenchment. Identify the leading risks that correlate with customer health downturns and churn.
Deliver and communicate value realization and ROI for our customers, throughout the customer lifecycle and being the trusted partner for the customer on use-case and product functionality.
Deliver onsite presentations including Executive Business Reviews, Roadmap Sessions, etc. to an executive audience to drive business value realization and alignment.
Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of City Innovate. Identify and collaborate with the Account Management team regarding expansion, upsell, and additional service/support opportunities within accounts.