Director of Client Success

We are looking for a Director of Client Success in North America to join our growing team and contribute to our ambition to deliver top class connectivity products and solutions to our customers in the transportation market. You will be part of our global team across all locations such as Germany, UK, and Sweden, where the Icomera HQ is located.

This position is open to our office located in Rockville, MD or Toronto, Canada.

• Identify, engage, shape and win new clients / sub-segments to expand Icomera market leadership in train connectivity to new services / operators
• Ensure client satisfaction and maintaining the quality of service by working closely with sales, engineering, project managers, service delivery, and network operations teams.
• Identify and create new upsell opportunities by offering technical suggestions and professional services that help improve customer satisfaction and grow the client’s business.
• Continually monitor and anticipate the business needs of the accounts to proactively address issues and identify opportunities.
• Oversee timely and on-budget completion of contract projects, ensuring they meet the client's expectations.

• Account Management:
  Oversee all aspects of the account, including proposals, project cost sheets, invoicing, engineering solutions, and service delivery.
• Business Growth:
  Drive account growth by selling the full project life cycle of solutions and services offered.
• Business Development:
  Lead business development activities, including pursuit initiation and management, teaming, proposal development, and general marketing support up to the acquisition of new customers.
• Client Liaison:
  Serve as the primary liaison for new projects/programs, ensuring that client needs are met or exceeded.
• Program Coordination:
  Coordinate efforts between different projects, leading the overall program with attention to strategy, implementation, and delegation.
• Client Relationship Management:
  Establish and grow strong relationships with multiple senior client stakeholders by demonstrating industry knowledge and applying it to business challenges.
• Performance Monitoring:
  Monitor performance ratings and engage with key account stakeholders and operations to ensure performance excellence.
• Strategic Development:
  Develop forward-thinking strategies, data-driven sales analyses, client account plans, and recommendations that align with account goals.
• Team Management:
  Manage program and project teams for optimal return-on-investment, coordinating and delegating cross-project initiatives.
• Industry Awareness:
  Maintain situational awareness across the industry to ensure a strategic point of view on major proposal efforts, and report periodically to management on account performance against established goals/performance metrics.
• Budget and Deadline Management:
  Develop and control deadlines, budgets, and activities.
• Performance Assessment:
  Assess program performance to maximize ROI.
• Issue Resolution:
  Resolve higher-scope project issues

You should be driven and be able to form long‑term trusting relationships both internally and externally. You should be a highly organized self‑starter who can prioritize delivering high quality results according to demanding timelines. You make sure to support your colleagues when they need it, and in turn they will be there to support you.

• Excellent communication skills, both written and verbal, to effectively liaise with clients and internal teams.
• Strong analytical skills to assess client needs, monitor account performance, and develop strategic solutions.
• Proven experience in account management, business development, project management, or a related field.
• A solid understanding of technical solutions and services to provide valuable insights and suggestions to clients.
• Ability to work collaboratively with sales, engineering, project managers, service delivery, and network operations teams to ensure seamless service delivery.
• Proven ability to cultivate large, complex deals, consistently meeting and surpassing quotas.
• Preferred previous experience with Transit Technologies (CAD/AVL, Video Surveillance Systems,…