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Vivacity Labs

Customer Success Team Lead

Operations – London, Camden
Department Operations
Employment Type Full-Time
Minimum Experience Manager/Supervisor

About us:

At Vivacity, our goal is to make cities smarter. Our work makes traffic lights more intelligent, reducing congestion; spots dangerous manoeuvres on the road, improving safety; and gathers real-time data to support autonomous vehicles & city management alike.

To do this, we create cutting-edge products using machine learning, including sensors with on-board video analytics capabilities, and city-wide control and optimisation algorithms. We are currently rolling out thousands of sensors across the UK, and seeking dedicated and organised Customer Success and Delivery team lead to join our team.

About the role:

Our Customer Success and Delivery team lead is responsible for overseeing the delivery of sensor networks to our clients and maximising customer product engagement and adoption in order to encourage up-sell opportunities.  You will lead an ambitious team to work with clients across the UK and beyond; encourage target-driven development of scalable, efficient processes; and ultimately be responsible for customer satisfaction at Vivacity.

Your day to day tasks will include:

Team Management & Leadership -

  • Lead a team of Customer Success Managers, Project Managers and Remote Support Engineers, functioning as advisor and decision-maker.

  • Drive continuous improvement, both within your team and cross-functionally, including product enhancements and methods of improving the customer experience.

  • Mentor, feedback and coach your team members to support personal & professional development

  • Work with your team to build effective tools and solutions to customers requirements.

  • Provide project leadership, coordination and guidance for the team.

  • Develop product expertise and thought leadership by sharing and refining best practices internally and with customers.

Customer relationship:

  • Be the face of the company during sensor delivery with our clients, ensuring that customer needs are captured and expectations managed to match the operational reality of delivering cutting-edge technology onto the roads in the UK.

  • Ensure customers get maximal value from Vivacity’s solutions and services, continuously evolving customer programs to meet ever-changing market demands and product capabilities.

  • Review sales team bids to ensure that projects are practical and deliverable prior to contracting. This will include the ability to assess whether planned sensor installation locations meet our internal product guidelines and deliver the output expected by our clients.

  • Build and nurture relationships with our most critical customers, becoming a trusted advisor.

  • Point of contact for escalation of customer and clients queries.

  • Work closely with the sales team to drive renewals, upsells and cross-sell.

  • Prioritise and manage company resources with regards to installation and maintenance activities to ensure the best possible outcome across a large number of clients.

About you:

  • A natural gatherer of followers gained through a relentlessly positive and solution-driven attitude, especially in pressured circumstances.

  • 5+ years of experience in a client facing role. This experience could be project management on hardware technology or software projects, customer success for a SaaS business, or account management for a service provider,

  • Prior management experience for at least 2 years

  • A bachelor's level degree or higher, preferably in a technical subject (engineering or science), but other subjects acceptable if the ability to understand technology can be demonstrated in other ways

  • Ambitious, adept at managing multiple tasks simultaneously, well-organised and dependable. Attention to detail ensuring repeatable success with customers

  • Flexible and adaptable to changes and processes

  • Precise written and verbal communication skills in English, with great interpersonal skills.

  • Strong cross-team collaboration skills. Liaising at all levels of management, both internally and externally.

  • Relationship building skills to create win/win situations for all parties.

  • Demonstrate high-level problem solving and analytical skills

  • Efficiency in delivering output, and able to meet deadlines under time pressure.

We offer flexible working policies and a benefits package that includes personal training budget, an annual company 3-4 days conference, and regular, varied company events.  You can expect a warm welcome from a friendly team that would welcome you to join us at our social team evenings, ranging from pub trips to clay night, rock climbing to movies.  This is an exciting opportunity to take an active part in shaping the future of an energetic company dedicated to revolutionising the way our cities work while supporting the personal growth of every team member.

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  • Location
    London, Camden
  • Department
    Operations
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor
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