Customer Success Associate

StreetLight pioneered the use of Big Data analytics to shed light on how people, goods, and services move, empowering smarter, data-driven transportation decisions. The company applies proprietary machine-learning algorithms and data processing resources to measure travel patterns of vehicles, bicycles and pedestrians that enable complex transportation problem solving using analytics available on SaaS platform, StreetLightInSight®. Acquired by Jacobs as a subsidiary in February 2022, StreetLight continues to provide innovative digital solutions to help communities reduce congestion, improve safe and equitable transportation, and maximize the positive impact of infrastructure investment.

As a member of our Customer Success team, you will act as a trusted advisor for your customers across North America, helping them adopt the StreetLight InSight® analytics platform and other StreetLight products to make more data-driven mobility decisions. Our customers are on the cusp of adopting Big Data solutions at scale, and we are the market leader in the industry. That means we need savvy, sophisticated customer success professionals who go above and beyond to truly engage, educate, and empower customers.

The Customer Success (CS) Associate will work with customers in the transportation industry to ensure that our products get implemented and adopted successfully. The CS Associate, working alongside other members of the Customer Success team, will help a diverse set of customers move through the customer journey from onboarding through successful adoption of their StreetLight products.

Previous experience working at a transportation engineering or planning firm or agency is helpful to succeed in the role and is desired.

Location: Position is based remotely from a home office, with a preference for Central and Eastern Time Zones. Regular travel to customer sites and occasional travel for company events will be required (up to 15% of time).

Key Responsibilities:
* Develop and execute onboarding plans for new customers and coordinate with StreetLight Product Support and Training teams to ensure new users onboard as quickly as possible
* Work closely with the Customer Success team on a diverse set of transportation customers to help them successfully adopt StreetLight products, including StreetLight InSight®, for their core project needs
* Implement best practices and guidelines for customer engagement (including onboarding, training, and adoption) to help meet the company’s renewal targets
* Proactively manage customer engagement and adoption throughout the lifecycle of the subscription
* Use available tools to analyze subscription usage, identify adoption issues, and develop engagement strategies to reduce churn
* Develop and maintain proficiency and knowledge of StreetLight products, including StreetLight InSight®, to engage and guide customers in drawing value from their purchases
* Develop customer-segment plans to enable on-going learning opportunities related to the use of Big Data for transportation and additional ways to use the StreetLight InSight® analytics platform and other StreetLight products
* Partner with colleagues on the Customer Success team to ensure customers achieve a return on investment for their subscriptions
* Serve as a voice of the customer in sharing product feedback and facilitate opportunities for customers to interact with StreetLight’s Product team
* Interface with other functional groups, project teams and internal stakeholders to effectively resolve issues and remove barriers toward adoption and value-generation
* 3+ years of experience in transportation planning or transportation engineering at a public sector agency or consulting firm, or in a customer facing role in a mobility company
* Bachelor's degree required
* Comfortable working with data, using analytical tools, and identifying patterns. Bonus for SaaS tools
* Ability to work in a fast-paced environment where time/task management and prioritization are essential skills
* Strong collaboration skills and the ability to work in a team selling environment
* Team-oriented, flexible, and able to see the "big picture" - because our entire team must work together effectively to achieve the team goals and for StreetLight to be successful
* Excellent communication skills - written and verbal
* Comfortable presenting to large audiences, virtually and occasionally in-person
* Quick learner with problem-solving abilities and a strong understanding of user needs
* Must be willing and able to travel regularly as needed to achieve objectives, typically a few times a quarter

The salary for this role is $80,000 -$110,000 OTE.