Full-Time

Customer Success Manager

Posted on 9/5/2024

Evolve Technology

Evolve Technology

51-200 employees

Advanced weapons detection systems for security

Government & Public Sector
Cybersecurity
AI & Machine Learning

Compensation Overview

$73k - $100kAnnually

Junior, Mid

Los Angeles, CA, USA

The location of this role is based out of Los Angeles.

Category
Customer Success
Customer Success & Support
Sales & Account Management
Requirements
  • Excellent relationship builder
  • Passionate about customer experience
  • Ability to establish proactive success plans
  • Strong understanding of processes and customers
  • Capability to provide training on Evolv products
  • Expertise in Evolv solutions
  • Understanding of client decision-making processes
  • Ability to monitor renewal risks
  • Experience in customer success or related field
Responsibilities
  • Serving as primary point of contact upon deal closure to smoothly transition from 'sale-to-success' by coordinating installation and training and owning client onboarding.
  • Develop engagement strategies in collaboration with customers for the delivery of Quarterly Business Reviews (QBRs), product performance reviews, and to provide meaningful touchpoints across the entire customer journey.
  • Become an expert in Evolv solutions and educate customers on the use and benefits of our products.
  • Represent the voice of the customer to provide insights and improvement requests into the core product and marketing, sales and services process.
  • Proactively monitor renewal risks such as poor adoption, customer support issues, product limitations and work with a cross-functional team to quickly address any issue.
  • Understand the client decision making process and organization structure; update and maintain Evolv CRM system with relevant and current account details and contacts.
  • Assist with Voice of Customer surveys.
  • Help drive customer references and case studies.
  • Identify expansion opportunities and partner with sales to successfully close such opportunities.
  • Achieve/exceed target KPIs including but not limited to: renewal %, system usage data, NPS, upsell %.
  • Drive forward the customer lifecycle to ensure customer and Evolv mutual success. Take full accountability for your accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer lifecycle, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning your accounts for growth.
  • Ensure timely and successful customer onboarding, enablement, and training to help customers realize the business value of our partnership and offerings.
  • Maintain customer satisfaction by engaging the right Evolv teams, removing roadblocks, and influencing product roadmaps in support of our existing customers.
  • Guide and support customers through the organizational changes needed to unlock the full value of the cloud, and help them staff, train, and align their people and partners to deliver on their cloud transformation.
  • Assist with support escalation to ensure critical, business-impacting issues are organized and resolved as quickly as possible.

Evolv Technology specializes in advanced weapons detection systems designed for security screening in various venues such as sports stadiums, entertainment venues, schools, and workplaces. Their systems utilize advanced sensors and artificial intelligence to quickly and accurately identify potential threats, ensuring a safe environment for large groups of people. Unlike many competitors, Evolv Technology focuses on enhancing security without compromising the user experience, making the screening process seamless. The company generates revenue through the sale and leasing of its detection systems, along with ongoing service and maintenance contracts, which provides a stable income stream. Evolv Technology aims to contribute to public safety by continuously improving its technology and expanding its market presence.

Company Stage

IPO

Total Funding

$759.3M

Headquarters

Orlando , Florida

Founded

2013

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for contactless security solutions boosts Evolv's market potential.
  • AI-driven security analytics enhance Evolv's threat detection capabilities.
  • Partnerships with tech companies like Barco expand Evolv's market reach.

What critics are saying

  • Increased competition from companies like Liberty Defense Holdings.
  • Privacy concerns and regulatory scrutiny over facial recognition technology.
  • Economic downturns may reduce spending on security technology.

What makes Evolve Technology unique

  • Evolv Technology offers a unique touchless security screening system.
  • The Mosaiq Platform integrates real-time video surveillance with low false alarms.
  • Led by industry veterans, Evolv focuses on protecting soft targets and hard assets.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Unlimited Paid Time Off

Equity as part of your total compensation package

Tuition Reimbursement

Wellness Program

INACTIVE