Client Success Manager I - DATAMARK

WHO WE ARE

Supported by more than 3,000 employees in nearly 100 locations across the United States, we provide a full continuum of engineering and consulting services, including design, planning, architectural, environmental, construction and program management. Our clients include U.S. federal, state and municipal governments, foreign allied governments, and a wide range of commercial clients. Michael Baker is committed to delivering a standard of excellence that fosters a culture of innovation, collaboration and technological advancement to help solve our clients' complex challenges.

TECHNOLOGY PRACTICE - DATAMARK® PUBLIC SAFETY GIS

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. DATAMARK, our Public Safety GIS team, consists of a skilled group of subject matter experts in Public Safety and GIS whose mission is to provide the necessary education, fact-finding, and solutions to ease the transition to and develop workflows for NG9-1-1. DATAMARK is the go-to authority on GIS data for NG9-1-1. Its data-forward, full-service but configurable NG9-1-1 solutions provide the highest levels of Public Safety GIS data completeness and accuracy. Formed in early 2018, the DATAMARK team has quickly grown to be the only provider nationwide of SaaS solutions for public safety GIS for NG9-1-1.

JOB DESCRIPTION

Michael Baker International seeks a qualified Client Success Manager I 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 Client Success Manager I 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 technical 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 entry-level 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 CSMs are responsible for 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. Client Success Managers will also engage in cross-training programs to develop and maintain expertise in all products and services to provide best-in-class support to clients and maximize renewals. The Client Success Manager I role is expected to exercise professional judgment with appropriate supervision and guidance to keep leadership informed as to the status of each client success activity within defined metrics.

Essential Duties & Responsibilities

• Serve as product and service evangelists, developing and delivering new marketing content
• Implement client success plans for clients, identify client risks, and mitigate risk management
• Support recurring and new revenue growth in collaboration with the BD team
• Assist with new client meetings to 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 building and nurturing relationships and to ensure the success of the client’s strategies
• Contribu