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Product Success Consultant (Charlotte, US)

Passport

About the Role

As a Product Success Consultant at Passport, you will be responsible for portraying Passport’s product offerings to existing clients and gather feedback from the market. The Client Success team will rely on you to accurately demonstrate product functionality while succinctly conveying the value from Passport’s product to each client. The Product Success Consultant is uniquely positioned to understand Passport’s solution set, client needs, and the broader market / industry, and will use this knowledge to prepare and execute client-facing presentations and collateral. You will work creatively and collaboratively with internal teams across Client Success, Marketing, Product, Engineering, Sales, etc. to problem-solve and bring insights to our customers.

Other internal Passport teams will lean on you to gather information from existing clients, such as: feature gaps, client priorities, appetite to alpha test new features, etc. We are looking for a Product Success Consultant to help define and guide the continued evolution of the Product Sales Team. Successful Product Success Consultants determine the functionality and experiences that will delight our customers and generate revenue by understanding the overall market opportunities and competitive insights of Passport’s products.

Responsibilities:

  • Serve as the primary technical resource for the Client Success team’s effective management of our current clients
  • Partnering with Client Success team to cross/up-sell additional opportunities with current clients
  • Collaborating with various stakeholders (e.g. Proposal, Product, and Implementation teams) to ensure pricing, product offerings, and timelines are accurately reflected in all RFPs and contracts, and sharing key client feedback with internal teams to continuously improve our products and internal processes
  • Following guidelines associated with the team and processes (e.g. Request for Proposal guidelines, pricing guidelines, contracting policy)
  • Driving to exceed goals and objectives as outlined by the team
  • Championing the Passport brand internally and externally, so that all who work with you know that you are a proud and positive member of the Passport team
  • Work with customers and account teams to establish critical goals, or other key performance indicators and aid the customer in achieving their goals throughout their lifecycle.

Qualifications:

  • Bachelor’s degree in business, marketing or related field required
  • 3+ years of business experience required, preferably in B2B sales, client management, marketing, product manager, technical consultant, or with SaaS experience; government experience is a plus
  • Ability to simplify and portray complex processes in a succinct manner in front of executive level personnel
  • Having a client first mentality while achieving individual, team, and organizational goals
  • Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
  • Working knowledge of business tools such as SalesForce, JIRA, Confluence, etc.
  • Proficient with Google’s G Suite of products.
  • Excellent communication skills (written, verbal, and listening) with the ability to work effectively across internal and client teams

About You

You are obsessed with the client experience and not afraid to get into the details. You understand the ins and outs of the client success metrics and are confident in presenting complex concepts. You are detail-oriented, organized. Nothing slips through the cracks when you’re managing a relationship and bringing in business. You know how to work with others and champion teamwork. You are confident in presenting to large and small audiences and great at thinking on your feet. You are resilient and you learn from adversity. You measure everything. You are competitive. You have the ability to work as part of a dynamic team while demonstrating flexibility, autonomy, and initiative. Above all else, you are also an excellent communicator, both written and verbal, and you understand how to effectively convey solutions to, existing clients, and stakeholders across the organization and in the market.

As someone committed to continual improvement, you’re excited to improve the overall Client Success team and drive objectives at Passport.

Willingness to travel up to 25%.

About Us

Passport sets cities in motion, helping to create more livable, equitable communities. Based in Charlotte, North Carolina, Passport is a transportation software company, delivering the operating system that enables cities to manage vehicle interactions with streets and sidewalks. With Passport, city leaders increase convenience, efficiency and compliance today and tomorrow. Trusted by more than 1,200 cities, universities and agencies, including Chicago, Toronto, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists, and was named to Fast Company’s World’s Most Innovative Companies for 2020.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

 

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