Client Service Supervisor

Job DescriptionJob Description

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, Software-as-a-Service (SaaS) for AI-powered visual asset management, 3D/4D BIM model integrations and security solutions for corporate and government clients. EarthCam leads the industry with the highest resolution imagery available, including the world’s first outdoor gigapixel panorama camera system. This patented technology delivers superior multi-billion pixel clarity for monitoring and archiving important projects and events. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

Projects documented by EarthCam include: One World Trade Center, Statue of Liberty Museum, Smithsonian Air & Space Museum, One Vanderbilt Manhattan, St. Regis Chicago, Hudson Yards, UBS Arena, SoFi Stadium, Allegiant Stadium, Mercedes-Benz Stadium, LAX Airport, Moynihan Station, San Francisco Oakland Bay Bridge, Panama Canal Expansion, The Red Sea Project, The Jeddah Tower, Academy Museum of Motion Pictures, Whitney Museum of American Art, Louvre in Abu Dhabi, and the Smithsonian National Museum of African American History and Culture.

The Webby Award winning company also hosts many highly trafficked tourism cams, with views of popular locations and landmarks such as Times Square, Grand Canyon, World Trade Center, Statue of Liberty, Miami Beach, Waikiki, Bourbon Street, Temple Bar in Dublin, CN Tower, and Abbey Road Crossing in London.

We are seeking a team oriented and results-driven Client Service Supervisor to join our growing organization.

Responsibilities:

• Leading the Customer Success team to oversee the customer relationship throughout each project lifecycle while advocating internally on their behalf, providing oversight and rallying the troops to meet customer commitments. The successful candidate will be open to playing a “player-coach” role, comfortable and effective in directing their team members but equally able to directly own and manage senior customer relationships, as needed
• Collaborating closely with peers across the EarthCam customer delivery organization to ensure positive outcomes and a frictionless experience for our clients
• Reporting upwards to EarthCam senior leadership on the health of the customer base, areas for upsell or risk
• Designing and implementing customer success methodologies to drive the adoption and value realization of EarthCam solutions
• Identifying expansion opportunities by having a deep understanding of the customer’s business operations and applying our solutions to provide business impact
• Performing periodic Business Reviews and leading a Proactive Engagement Model
• Acting as a strong customer advocate, while maintaining business priorities
• Helping to identify & support internal teams to remove friction in the customer experience
• Generating & maintaining account health dashboards
• Maintain a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor's products and EarthCam’s value proposition
• Develop, present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and success plans
• Management of Customer Success Team Roles & Responsibilities within a matrixed organization model
• Support Customer Success initiatives, helping to build an end to end cross functional customer centric methodology

Required Skills/Experience/Education:

• Minimum 5+ years’ experience in a customer-facing leadership or management role in SaaS software such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager
• Ability to effectively engage across the full spectrum of client stakeholders, including executives, end users, and technical stakeholders
• Experience in managing the business aspects of large Enterprise-level customers, and communicating customer initiatives internally with senior leadership
• Demonstrated experience in a fast-paced environment and meeting customer time constraints
• Bachelor’s degree or equivalent experience
• Strong ability to identify and attract Customer Success talent
• Experience working with cross-functional teams supporting closed loop on customer feedback to improve overall customer experience
• Prior experience working with Customer Success Workflow Tools

Personal Attributes:

• Passionate and empathetic towards the customer experience
• Persuasive and confident with excellent negotiation skills
• Prior experience in solutions selling, and account development
• Strong communication, written, and formal presentation/public speaking ability
• Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction, and to direct a team effectively
• Diligent/detail oriented & organized
• Ability to lead, act with urgency

What We Offer:

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment.

Our benefits include:

• Health insurance (Single coverage 100% paid for by company)

• Dental and vision insurance

• 401K Plan (with aggressive company matching)

• Paid time off, plus paid holidays

• Regular free breakfasts, lunches and snacks

• Bicycles to ride around campus

• Team BBQs and annual company Olympics

Company DescriptionEarthCam® is the global leader in providing live camera technology, content and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, Software-as-a-Service (SaaS) for AI-powered visual asset management, 3D/4D BIM model integrations and security solutions for corporate and government clients. EarthCam leads the industry with the highest resolution imagery available, including the world’s first outdoor gigapixel panorama camera system. This patented technology delivers superior multi-billion pixel clarity for monitoring and archiving important projects and events. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.
Projects documented by EarthCam include: One World Trade Center, Statue of Liberty Museum, Smithsonian Air & Space Museum, One Vanderbilt Manhattan, St. Regis Chicago, Hudson Yards, UBS Arena, SoFi Stadium, Allegiant Stadium, Mercedes-Benz Stadium, LAX Airport, Moynihan Station, San Francisco Oakland Bay Bridge, Panama Canal Expansion, The Red Sea Project, The Jeddah Tower, Academy Museum of Motion Pictures, Whitney Museum of American Art, Louvre in Abu Dhabi, and the Smithsonian National Museum of African American History and Culture.
The Webby Award winning company also hosts many highly trafficked tourism cams, with views of popular locations and landmarks such as Times Square, Grand Canyon, World Trade Center, Statue of Liberty, Miami Beach, Waikiki, Bourbon Street, Temple Bar in Dublin, CN Tower, and Abbey Road Crossing in London.Company DescriptionEarthCam® is the global leader in providing live camera technology, content and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, Software-as-a-Service (SaaS) for AI-powered visual asset management, 3D/4D BIM model integrations and security solutions for corporate and government clients. EarthCam leads the industry with the highest resolution imagery available, including the world’s first outdoor gigapixel panorama camera system. This patented technology delivers superior multi-billion pixel clarity for monitoring and archiving important projects and events. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.\r\nProjects documented by EarthCam include: One World Trade Center, Statue of Liberty Museum, Smithsonian Air & Space Museum, One Vanderbilt Manhattan, St. Regis Chicago, Hudson Yards, UBS Arena, SoFi Stadium, Allegiant Stadium, Mercedes-Benz Stadium, LAX Airport, Moynihan Station, San Francisco Oakland Bay Bridge, Panama Canal Expansion, The Red Sea Project, The Jeddah Tower, Academy Museum of Motion Pictures, Whitney Museum of American Art, Louvre in Abu Dhabi, and the Smithsonian National Museum of African American History and Culture. \r\nThe Webby Award winning company also hosts many highly trafficked tourism cams, with views of popular locations and landmarks such as Times Square, Grand Canyon, World Trade Center, Statue of Liberty, Miami Beach, Waikiki, Bourbon Street, Temple Bar in Dublin, CN Tower, and Abbey Road Crossing in London.]]>