Customer Success Specialist

Customer Success Specialist Manage and expand strategic customer relationships to ensure operational success and long-term retention

Location:

Hood River, Oregon, United States

Job Tags:
Product

Overwatch Imaging is an imagery intelligence technology company working to bring sensor autonomy to time-critical airborne search, detection, tracking and monitoring missions. Our Automated Sensor Operator (ASO) software, native to our own line of purpose-built Smart Sensors and as an upgrade for airborne video gimbal platforms, brings Superhuman Vision and Workload Reduction to users of real-time imagery intelligence systems. We fundamentally believe that modern edge processing and AI-enabled autonomy can perform an important set of time-critical imagery intelligence missions better, faster and more safely than humans can alone.

Founded in 2016 in Hood River, Oregon, we support private sector companies as well as federal, state and local agencies around the world with missions ranging from wildfire mapping and disaster response to law enforcement, border security, maritime domain awareness and tactical intelligence.

Overwatch is seeking a Customer Success Specialist to manage and grow strategic customer relationships, execute a keep-it-sold strategy, cultivating customer satisfaction, identifying and supporting the closing of follow-on sales opportunities. This role represents the voice of the customer. It combines customer success, account management, and program coordination responsibilities to ensure customers achieve operational success while supporting long-term account growth and retention.

• Make customers and their needs a primary focus and work diligently to ensure customer satisfaction and success.
• Develop and sustain productive customer relationships.
• Conduct regular customer check-ins, strategic reviews, and business reviews.
• Monitor customer health, risks, and satisfaction levels.
• Travel to customer locations to support product delivery, integration, training, and other activities as appropriate.

• Technical understanding to support integration, training, and troubleshooting of risks and issues.
• Continually grow and maintain an understanding of the customers' needs, the product development as it evolves over time, and customer operations to ensure customer satisfaction.
• Obtain feedback on customer solutions and serve as the voice of the customer, bringing key customer needs, expectations, and feedback into the product development team.
• Identify continuous improvement opportunities for company processes and tools and lead efforts to implement those improvements.

• Coordinate with Business Development and internal stakeholders to define customer specific solutions, schedules and contractual deliverables.
• Create Customer Success Plans to support, lead, and delegate tasks for successful sales execution to ensure timely delivery of products and services to customers as committed.
• Ensure first-time quality and a high level of customer satisfaction by clearly and regularly communicating customer needs and contract requirements to internal stakeholders.
• Identify and support the capture of opportunities for follow-on sales based on future customer needs.

• Experience maintaining customer relationships across technology upgrade cycles.
• Experience gathering customer feedback and reporting that feedback to internal stakeholders in order to drive the product roadmap.
• 3+ years of experience in a customer facing role or 4-year degree/ military experience.
• Experience with intelligence systems operating on or in conjunction with piloted or unmanned aircraft is a must.
• Understanding of US Government procurement practices is a plus.

• Comfortable learning and then providing basic technical support to customers including software updates, basic troubleshooting, and operational guidance.
• Understanding imaging fundamentals, image data analytics and AI is a plus.
• Comfortable creating processes to improve the maintenance and execution of customer success.
• Be customer success driven.
• Strong organizational skills and exceptional data management.
• Knowledge of schedule management principles and practices.
• Ability to track and manage multiple customer programs
• Ability to foster working relationships and establish trust across organization lines both internally and with customers

• Thrives in a dynamic, fast-paced, venture-backed startup business environment
• Motivates and inspires teammates by demonstrating a prodigious work ethic
• Collaborates well in a small team environment with teammates and customers
• Enjoys hands-on work, learning new skills, and taking responsible risks
• Takes pride in seeing new products reach operational use quickly

• Growth Opportunities:
  As a team member of a true startup, you will learn by doing and shape our future. The…