Account Manager (Remote)

Camino

Remote
  • Job Type: Full-Time
  • Function: Sales
  • Post Date: 03/27/2021
  • Website: camino.ai
  • Company Address: 122 2nd Ave #200, San Mateo, CA, 94401

About Camino

At Camino, we believe in better Government through better technology. We're building software that is drastically easier to implement and deploy within a Government agency. And, our software ushers in a new standard for easy-to-use experiences for our citizens across the nation.

Job Description

Camino is the next-generation platform that powers permitting and licensing processes through intelligent, collaborative software. Our mission is To deliver delightful customer service solutions for our most important industry – Government. Since 2017 we’ve helped millions of Citizens engage seamlessly with their Government and we’re just getting started. Our customers include innovative agencies like Fairfax County, VA, Orange County, FL, and Syracuse, NY. We’ve raised venture capital from top industry firms such as Formation8, Storm Ventures, and GovTech Fund. 

Now is a great time to join Camino. Last year, we tripled our customers, revenue, and usage and our eyes are set on bigger goals spanning more use-cases than ever. We’ve just closed a new financing round and are ready to grow.

About the role:

With 50+ government agencies on the Camino platform, we need somebody to help us manage those relationships and ensure our customers are thriving. Our Account Management role is responsible for overseeing all aspects of our post-sale customer lifecycle, from onboarding through renewals. You will become an expert in our product and the inner workings of government operations, and our customers will look to you as an adviser as their needs evolve. We will rely on you to act as the voice of our customers and be an advocate for their greatest needs while managing our post-sale operations.

There are three primary responsibilities for this role: ensuring the renewal of our SaaS customers, increasing usage of our products, and managing our support ticket process. You will not be responsible for implementation or professional services, but you will work in close coordination with our implementation team. You will also work closely with product and engineering to communicate customers needs and ideas.

This is an important role with a lot of responsibility. It’s an amazing opportunity for anybody who wants to work every day on solving some of Government’s biggest challenges.

What Excites Us:

  • 5+ years experience at SaaS technology company in Account Management or Customer Success.

  • Experience writing, documenting and creating processes and product training materials.

  • Experience managing relationships high-touch, enterprise accounts.

  • Technical aptitude and proficiency with common platforms like Hubspot, Zendesk, Intercom.

  • Knowledge of customer lifecycle and exposure to common KPIs (like NPS)

  • Experience with public sector customers is a plus but not a requirement.

Core areas of responsibility:

  • Build strong relationships with customers and make them Camino evangelists, ensuring high customer retention and satisfaction rates.

  • Run the onboarding and kickoff process with new customers and coordinate with our implementation team when professional services are purchased.

  • Run regular check-ins with customers where you review their product usage and identify new ways Camino can help.

  • Respond to customer support tickets or route the tickets to the right group.

  • Create training materials, documentation, and a product knowledge base.

  • Monitor customer KPIs and product usage.

  • Maintain a deep understanding of the product and communicate features and functionality that will improve customers’ workflows.

  • Occasionally travel to meet customers in-person, when Covid-19 travel warnings have been lifted and you feel comfortable.

We are 100% distributed and have been for multiple years. We love working where we wish and having the flexibility to work with the best people no matter where they live. We offer competitive salaries, meaningful equity and stellar health, dental and vision benefits.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.