Dedrone is at a unique intersection of autonomous vehicles, IT security, and physical security — and so we work with an exciting mix of customers across a variety of industries.

Part product expert and part empathetic consultant mixed with service-minded representative, in this role you’ll be responsible for ensuring customers deploy our solution successfully, adopt it internally, and extract maximum value in order to acheive their desired outcomes. As Dedrone’s first Customer Success hire, you’ll also establish our baseline Customer Success objectives and metrics to ensure Customer Success supports Dedrone’s growing business and customer base.

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• Understand and empathize with all aspects of the customer experience, putting customers’ needs first
• Guide and coach customers with a dedicated customer success processes, and also work with account manager to help them leverage customer success as an asset
• Create on-boarding assets that help customers understand the solution, how to use it, and how to get the most value from it
• Meet with customers on site to discover and understand their needs and help them develop an on-boarding process
• Coach customers to be product experts and train their teams to become increasingly self-sufficient
• Deliver monthly and quarterly reviews with clients so they understand their airspace security posture as well as how to determine potential next steps in terms of airspace security
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Work closely with customer support and account managers to understand current customers’ status
• Identify common customer challenges and actively suggest better solutions, being a strong internal voice for the customer
• Identify and help secure customer references and case studies

• 4+ years of experience in a customer-facing customer success, customer support, account management or strategic consulting organization, preferably with SaaS experience
• Strong, empathetic interpersonal skills with a knack for listening to what customers say and understanding even what’s unsaid
• Diplomacy, a sense for tact, and grace under pressure when working on customer issues
• The ability to synthesize information and feedback from disparate customer sources, identifying valuable learnings that apply in a variety of environments and can be used to improve the customer’s experience or our product, marketing, or processes
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Adept at working with large amounts of data and presenting them in understandable, actionable ways
• Highly proficient with presentation and spreadsheet software
• Consistent track record of highly-professional customer service in a fast paced, dynamic environment
• Bachelor's Degree or higher.