Remote, US

Title: Client Success Agent

Department: Client Success

Reports To: Client Success Team Leader

FLSA Status: Exempt

Job Summary:

As a Client Success Agent at Passport, you will be at the center of all things related to our clients. You will be responsible for maximizing client value through systematic adoption, education, and execution, and you’ll do all of this in our incredibly fast-paced, exciting, and constantly changing environment. You will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions for expansion. At Passport, we believe in deep-rooted, authentic, value-driven client partnerships founded on shared objectives and joint success. So much so, that we only charge clients when they make money using our software. This means that we only succeed when our clients do. This client-centric approach is part of both our policy and our culture.

Responsibilities:

Manage a large client portfolio
Drive success across a portfolio of multiple accounts
Prioritize accounts according to risk and growth opportunity

Enable clients to realize the full potential of our product
Understand and tailor interactions to their business objectives
Extend utilization across the organization to maximize objective alignment

Maximize client value
Analyze expansion opportunities and provide data to demonstrate success
Provide clear direction and next steps to continue increasing value

Manage and execute client renewals and upsells
Drive new business growth through greater advocacy and reference-ability
Identify and pursue opportunities for upsell
Demonstrate value through hardened metrics

Maintain and expand client relationships
Extend reach into new client departments/divisions
Educate new contacts with value messaging
Provide structure and direction to extend accounts

Analyze success metrics to determine adoption trends
Analyze activity as it relates to business objectives
Develop intelligence based on adoption metrics

Increase client satisfaction
Create relationships founded on value
Teach and advocate industry best practices

About You: You have a passion for customer experience and growing revenue. You are analytical. You are organized. Your clients are regularly impressed by you, and you can juggle it all. You have a continuous improvement mindset for your own learnings. You are passionate, self-motivated, and business-minded. You are an excellent communicator - you know how to listen and present with the best. You understand value drivers in recurring revenue business models and know how to leverage them for the benefit of the customer and your company.

Qualifications:

Experience with a CRM
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Excellent communication and presentations skills
1-3 years experience customer success, account management or sales

About Us: Passport is the technology leader in parking compliance and curbside payment solutions. By helping cities integrate paid parking, enforcement operations, and payment infrastructure into one software solution, Passport provides the only platform that connects the complexities of mobility to efficiently manage and monetize the curb. From mobile payments to citation issuance, permitting technology and more, Passport is empowering cities of all sizes with better insights to improve parking turnover, expand revenue opportunities, and create better compliance. Passport is trusted by more than 800 clients across North America.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

Passport jobs

Client Success Agent