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Smart City Account Manager

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Description

Description: Rubicon Global is currently seeking an account management professional to fill our first Smart City Account Manager role based in New York City. As the face of Rubicon to our city government customers, this role defines the customer experience for our government partners. We are looking for proactive candidates with a proven track record of delighting internal and external customers with excellent service. The successful candidate is joining a company that sets a high bar for what counts as high quality customer service. Rubicon’s business has expanded quickly, driven in large part by excellent customer support. Our customer success team has redefined the customer experience in the waste and recycling industry and our vision is to deliver the same high-quality customer support and account management to our city government customers in the smart city space. This role is a unique opportunity to help define and ultimately execute the account management function for cities at Rubicon. The ideal candidate will be a proactive problem-solver with excellent interpersonal skills. Flexibility, commercial awareness, and a passion for cities are important attributes. The role is also an opportunity to be based at Rubicon’s fast-growing New York City office. Only candidates based in the NYC area or willing to re-locate to NYC should apply. Key Responsibilities: • Develop a trusted advisor relationship with city government staff. Help our cities drive cost savings, sustainability, and operational excellence in their solid waste departments using our technology as the linchpin. • Support and manage a wide variety of day-to-day requests, including product questions, requests for analytical insights and operational improvements, and technical support queries. Coordinate with internal experts and ensure that these requests are addressed correctly and in a timely manner and see issues through to their conclusion. • Ensure that all cities receive extraordinary value from our product and services. Clearly outline and then exceed our stated goals during the contract period. Document the value that we provide. Take ownership for each customer’s success and ROI with our services. • Proactively consult with cities to fully understand their needs and actively solve pain points. Address their needs before they become a problem. • Build strong trust-based relationships with city staff, often at the Deputy Director level and above. • Collaborate internally with Product team to communicate customer needs to design ideal offering/features. • Coordinate closely with the Launch team to get each new city off to a fast start and ensure a smooth transition from launch to ongoing support. Develop and define internal processes where necessary to strengthen our ability to serve our cities. • Support the Strategic Initiatives team in driving sales to new cities where needed. • Identify new areas where we can provide technology support to city solid waste divisions as well as other departments in cities. • Support pilot cities in the process of moving from pilot to paying customers. • Regularly travel to support our city customers. Preferred Experience: The ideal candidate will have previous experience in solid waste (ideally in a municipality or government) and / or at least 5 years of experience in account management or customer success in a software company. • B.S. or B.A. required. • Minimum 7+ years work experience required. • Experience in solid waste, particularly at a municipal government, preferred. • Experience in customer success or similar customer-facing role at a software company or SaaS startup, preferred. • Proven track record of building rapport and relationships at all levels, particularly elected officials, government staff, and municipal leadership. • Commercial awareness, particularly in identifying business development opportunities within existing client relationships. • Excellent writer and communicator with strong presentation skills via phone, online and in person. • Internet-savvy and entrepreneurial. • Able to effectively prioritize and execute tasks in a dynamic, fast-paced, ever-changing startup environment. Adaptability and flexibility are critical skills. • Account management, project management and problem-solving skills. • High level of organization and a great attention to detail. • Prior experience in SaaS account management or operations in industries including technology, public sector, law enforcement, or legal is a plus. • Data driven with appreciation of organization and process. • Microsoft Office expertise required.

Qualifications

Preferred Experience: The ideal candidate will have previous experience in solid waste (ideally in a municipality or government) and / or at least 5 years of experience in account management or customer success in a software company. • B.S. or B.A. required. • Minimum 7+ years work experience required. • Experience in solid waste, particularly at a municipal government, preferred. • Experience in customer success or similar customer-facing role at a software company or SaaS startup, preferred. • Proven track record of building rapport and relationships at all levels, particularly elected officials, government staff, and municipal leadership. • Commercial awareness, particularly in identifying business development opportunities within existing client relationships. • Excellent writer and communicator with strong presentation skills via phone, online and in person. • Internet-savvy and entrepreneurial. • Able to effectively prioritize and execute tasks in a dynamic, fast-paced, ever-changing startup environment. Adaptability and flexibility are critical skills. • Account management, project management and problem-solving skills. • High level of organization and a great attention to detail. • Prior experience in SaaS account management or operations in industries including technology, public sector, law enforcement, or legal is a plus. • Data driven with appreciation of organization and process. • Microsoft Office expertise required.
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