Director, Client Success - DATAMARK

WHO WE ARE

Michael Baker International is a global leader in Engineering, Architecture and Consulting services dedicated to developing and implementing innovative solutions to the world’s infrastructure, environmental challenges, and governmental. Supported by more than 6,000 employees in 90 offices worldwide, we provide a full continuum of life-cycle engineering consulting, specialized global construction, base operations, Green Infrastructure, security management and intelligence solutions.

TECHNOLOGY PRACTICE - DATAMARK

Michael Baker International is a national leader in technology solutions supporting clients in local, state, and national government to solve complex problems with advanced technologies for the 21st century. The DATAMARK practice consists of a skilled group of subject matter experts whose mission is to provide the necessary education, fact-finding, and solutions to solve complex problems in the public safety and enterprise GIS markets. DATAMARK is the go-to authority on GIS data for public safety and enterprise GIS. Its data-forward, full-service but configurable solutions provide the highest levels of data completeness and accuracy. The DATAMARK team has quickly grown to become the premier nationwide provider of SaaS solutions for public safety and enterprise GIS.

Michael Baker International seeks a qualified Director of Client Success to join Michael Baker’s DATAMARK Technologies team. This is an opportunity to work within a dynamic industry leading NG9-1-1 GIS and Core Services solutions and services firms. Our public safety practice seeks a Director of Client Success who will leverage our dynamic team, solutions, and cloud native software to deliver NG9-1-1 and Public Safety solutions for local, state, and federal clients. This individual will need to be a self-starter with a high level of public safety program management expertise and exceptional communication skill to contribute to the Client Success team goals. Client Success Managers (CSM) are focused on client satisfaction, expansion, retention, and optimization. The ultimate strategic goal of the Client Success team is sustainable corporate profitability and growth utilizing methodologies that enhance the productivity of our clients through our products and services. There are four (4) necessary building blocks for Client Success Managers (CSM): an intimate knowledge of our clients, expertise in the products and services, extensive industry expertise, and a passion for helping clients succeed.

This management position is accountable for implementing the Client Success team’s procedures, policies, and communication channels to increase client retention and account expansion. CSMs will collaborate with the Business Development, Project Management Office, and Product teams to provide unmatched client support and upsell and cross-sell to existing clients. Reporting to the Chief Revenue Officer, the Director of Client Success is responsible for managing regional CSMs by working in close coordination with cross-functioning teams to achieve and exceed top-line growth goals. CSMs drive and compile client satisfaction and retention metrics to support analytics and reporting to leadership. The Director of Client Success is expected to exercise professional judgment with focused supervision and guidance to keep leadership informed as to the status of each client success activity within defined metrics.

• Manage regional Client Success Managers to ensure retention and account growth KPIs
• Serve as the key product and service evangelist, cross collaborating and developing and new marketing content
• Develop, manage, and monitor client success plans for clients, identify client risks, and develop risk management procedures to maintain client satisfaction
• Support recurring and new revenue growth in collaboration with the BD team
• Assessing CSMs and monitor new client meetings and develop relationships early
• Act as a client advocate and liaison to become a Trusted Advisor
• Maintain an expert understanding of DATAMARK Technologies products and services
• Meet with internal stakeholders regularly on the overall client health and goals 
• Research, understand, and grow the client’s use of DATAMARK Technologies offerings to ensure full capability and functionality are being utilized
• Build and maintain strategic relationships with clients
• Partner with cross-functional teams to drive account to contract renewals and upsells
• Own the engagement, retention, and growth of clients by leading a progressive CSM program that ensures the success of the client’s strategies
• Develop and maintain CSM performance metrics and dashboards
• Develop use cases and client r