Join the HeadLight Team

We are looking for a bright, capable, and highly motivated individual to join our growing Seattle-based company. The role of Customer Success Manager is a key position at the company that is responsible for ensuring that all our customers are fully engaged and getting the value that they expect from our product, services and the company as a whole. The Customer Success Manager provides ongoing, strategic oversight for our valued clients, guiding them in adopting HeadLight technology and coaching them in expanding their capabilities.

HeadLight, founded in 2005, delivers industry-leading technology to transportation construction teams. Our photo-driven inspection and verification technology enables clients to streamline and mobilize project inspections, communications, and documentation leading to superior project deliveries. The HeadLight platform has been used on transportation construction projects nationwide. Customers include large departments of transportation, top-tier consulting engineering firms, contractors, equipment manufacturers, and industry-related materials companies.

Roles and Responsibilities:

– Manage customer success and growth by driving user adoption and building partnerships with sponsored and key stakeholders
– Understand customer goals and success criteria identified during the sales process
– Develop and implement plans to deliver successful customer outcomes
– Manage the delivery of customer product and services with full understanding of the customer’s scope, schedule, deliverables, resources and risks.
– Partner with technical training lead(s) to plan and execute onboarding strategy
– Provide virtual training and technical support or coaching as necessary.
– Monitor performance across the customer lifecycle
– Ensure users reach habit level with product
– Build a community of advocates within each customer account
– Own renewal and upsell opportunities with existing customers
– Identify references and referrals for ongoing sales and marketing campaigns

Required Skills and Abilities:

– 5+ years’ experience customer facing services role
– Experience in a Customer Success and/or Account Management role
– Strong sense of ownership and drive for excellence.
– Impeccable verbal and written communication skills.
– Familiarity with mobile and cloud-based technology tools a plus.
– Occasional travel to customer locations, less than 15%, when safe conditions allow.

One of the nation’s fastest growing technology company’s is expanding their sales organization. This is a new elite team are the change agents and relationship managers connecting clients to a targeted audience through multiple platforms that capture the future of media and the complex business needs for B2B customer.

We are looking specifically for those with a proven track record of exceeding sales quota. The TOP performers, those with solid business-to-business, and business to government sales and account management experience. We are looking for intelligent, ambitious, go-getters that want to accelerate their career. Account Executives committed to the vision of growing a business. This position will focus on opportunities in the Northwest and will ideally be responsible for travel to states within this assigned territory.

Responsible for driving strategic partnerships and initiatives with clients. You must be able to generate, forecast sales activity and revenue achievement while creating satisfied customer relationships.

Responsibilities:
– Generating new leads and signing-on new clients within your business line.
– Acting as a partner with your clients to identify opportunities and to offer business solutions.
– Review existing relationships looking for ways to identify new opportunities with clients across all platforms.

Requirements:
– Bachelors Degree
– 4-5 years of previous sales experience – technology sales is a plus but not a requirement.
– Proven track record of closing opportunities with clients.
– Strategic account planning and execution skills.
– Ability to work with C-Level business and government leaders
– Strong technical aptitude.
– Passion and commitment for customer success.
– Proven consultative sales solution skills, including the ability to articulate a clear, concise return on investment value statement.
– Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
– Proficient in CRM application.
– Knowledge of market research, sales and negotiating principles.
– Value selling based methodology a plus.

HeadLight is looking for a Customer Support Representative to support customer relationships, promote best practices and work cross-functionally to meet organizational objectives. As a Customer Support Representative, you will be assisting customers with various technical issues that range in complexity. As critical members of our team, you will be bright, friendly, courteous and have a drive to find solutions.

HeadLight, founded in 2005, delivers industry-leading technology to transportation construction teams. Our photo-based inspection and verification technology enables clients to streamline and mobilize project inspections, communications, and documentation leading to superior project deliveries. The HeadLight platform has been used on transportation construction projects nationwide. Customers include large departments of transportation, top-tier consulting engineering firms, contractors, equipment manufacturers, and industry-related materials companies.

Roles and Responsibilities:

– Research, diagnose, troubleshoot and identify solutions for our suite of products and service offerings. Responding promptly to customer inquiries, including consistent follow up, always driving for solutions.
– Using efficient analytical skills, access our internal database, internet research tools, and teamwork to develop technical solutions related to software and setup errors.
– Range of potential customer issues involve accounting discrepancies, renewal concerns, and client complaints.
– Maintain strong call control and handling techniques with telephone calls, ticketing system and chat.
– Ability to provide appropriate level of instructions to clients with limited technical knowledge.
– Keep up to date on process and procedure by accessing internal development sites, reading internal documents, and industry blogs.
– Reproduce and report all system issues using internal bug tracking software.
– Perform qualifying customer research for possible up sell opportunities for one-stop domain solutions.

Required Skills and Abilities:

– Requires 1-3 years in a fast-paced technical support environment.
– Must have excellent problem solving, communication (verbal/written), interpersonal and organizational skills.
– Has a history of handling upset clients with grace and care; ability to calm clients and seek win-win solutions.
– Proficient troubleshooting skills with email programs and various browsers required.
– Eager and willing to learn new technologies.