UrbanFootprint is the world’s first Urban Intelligence Platform. We provide critical intelligence to the institutions that are rebuilding the world's infrastructure. Where does the energy sector invest in electrification, decarbonization, and asset hardening in the face of climate threats? Where do cities and businesses invest to catch up with e-commerce, last-mile delivery, and new mobility? Where do governments deploy relief and new infrastructure to combat record hunger, homelessness, and hazard vulnerability? UrbanFootprint provides detailed and actionable answers to these questions and more.

UrbanFootprint supports organizations in ‘Building Resilience’.’ We organize, normalize, and align thousands of urban, climate, and community metrics across the continental U.S.. The platform delivers targeted insights via dynamic data streams and collaborative web mapping applications. We enable our customers to answer complex ‘where’ questions in minutes versus weeks, months, or years. Our customers include some of the largest energy utilities, major financial institutions, critical government agencies, top urban planning firms, and fast-growing mobility companies.

We’re growing rapidly in a market with a TAM of $22B, and just closed our Series B funding led by Citi Ventures, Valo Ventures, and Radicle Impact.Our founders, Joe DiStefano and Peter Calthorpe, are urban planning pioneers who have spent decades providing critical urban intelligence to cities and enterprises across the globe. UrbanFootprint was named one of the World’s Most Innovative companies in 2021, and is on the GovTech 100 list.  Our platform was awarded the top spot in FastCo’s Innovation by Design competition.

The Role:

As an Enterprise Customer Success Manager focused on our Enterprise segment for our Urban Planning / Real Estate vertical, you will be responsible for driving the adoption of UrbanFootprint products and services. You are capable of building relationships with senior management and executives with the goal of understanding their business objectives, ensuring that the UrbanFootprint products and solutions they subscribe to meet those objectives so they continue their subscriptions and unlocking expansion opportunities that help them achieve their strategic goals more efficiently. 

You will manage product adoption from handoff through renewal in complex, multi-stakeholder environments. You will oversee the initial adoption of our products and drive significant growth for your customers. Your passion for seeing your customers succeed is matched by your enthusiasm for complex, technical solutions.

Professional growth, ownership, business impact, and variety are significant in this role. This position is for you if you are eager to get in early to drive new and expansion revenue/sales at a dynamic startup with strong momentum.

 

What You’ll Do:

The first purpose of this role is to build relationships that are durable, genuine, and productive. The second purpose is to ensure UrbanFootprint is providing our customers with better access to our suite of information that then helps their business outcomes.

Customer Success / Retention + Expansion (60%)

  • Build relationships with senior management and executives to establish yourself as a trusted advisor
  • Own a named account list of enterprise customers and take responsibility for achieving retention and expansion goals
  • Develop an understanding of each customer's business objectives and a strategy for supporting the customer in achieving those objectives
  • Establish a foundation for success with each new account through managing technical and strategic onboarding including product configuration, training, and end-user awareness campaigns
  • Develop a deep understanding of our software and data solutions to facilitate adoption and expansion within your portfolio.
  • Conduct executive business reviews 
  • Conduct proactive customer/account health checks and escalate matters as required
  • Be the point of contact for customer escalations

Execution / Implementation (20%)

  • Work with cross-functional internal teams including Sales, Marketing, Product, Data Science and Solutions Engineering to deliver solutions.

Internal Initiatives (10%)

  • Drive learnings from engagements back into core functions at UrbanFootprint.
  • Document custom solutions as new customer requirements emerge.
  • Assist Product and Data Science teams with deploying data.
  • Be the voice of the customer and advocate for product and service development to meet customer needs
  • Support a culture of learning+iterating, teamwork, professional development, and achieving ambitious goals

Pre-sales (10%)

  • Partner with business development/sales to develop marketing collateral, deliver product demonstrations and solution design.
  • Consulted in the creation and delivery of solutions designed to meet a customer’s business needs.
  • Develop industry domain knowledge to be able to position company service offerings versus competitors.

Your background likely includes:

Bachelor's or Master's Degree in Urban Planning / Real Estate: Urban Planning, Urban Resilience/Sustainability, Geography, Real Estate/Construction Mgmt

5+ years overall experience

  • 3+ years in a role where you have worked with (external) customers primarily as a consultant, project manager, or advisor to one or more of these segments: public sector (city, regional, state, federal governments) private planning practice (architecture and planning), commercial real estate, or similar industries
  • 2+ years experience in professional services, customer success, sales, and/or customer service
  • 2+ years complex project management and/or customer account management experience (e.g., leading/orchestrating virtual teams
  • Demonstrated ability to identify and persuade decision-makers and stakeholders at all levels of an organization
  • Prioritizing and managing multiple projects at once, hitting deadlines, and effectively communicating results
  • Customer facing skills including the ability to manage expectations and control scope
  • Track record of success applying analytical & problem-solving skills, thorough impact analysis and attention to detail
  • Ability to operate in a highly ambiguous and fast-paced environment. Flexibility to manage changing priorities within a high-growth environment.
  • Demonstrated ability to positively impact and influence; superior peer relationship skills.

Bonus Qualifications:

  • Passion for start-up culture (be: agile, optimistic, builder, planner)
  • Delivery of projects with spatial analysis components focused on location assessment, hazard and risk evaluation, and ESG.
  • Working knowledge of APIs and GIS/geospatial analysis tools 
  • Understanding of enterprise, cloud-based software
  • Strong communication, interpersonal, collaboration and presentation skills 
  • Willingness to learn the formal Customer Success function (you may not have direct Customer Success experience today).
  • Motivated to self-learn
  • Personal accountability
  • Team player with an attitude toward honesty and integrity

UrbanFootprint is committed to diversity in its workforce. We are committed to equal employment opportunity regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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