Overview

While this role may be posted in a particular city and/or state most of our roles are open to hiring throughout the USA/nationwide for all positions.

About DroneDeploy

We’re the leading drone software provider making commercial drone data accessible to anyone, anywhere. Trusted by users across various industries, we’re transforming how businesses collect, manage, and analyze worksite data. Our user-friendly platform makes it possible for companies of any size to improve their workflows through scalable image processing, data storage, and real-time sharable drone maps and 3D models.

We are committed to a remote-first global work environment that empowers people to innovate, grow professionally, and make meaningful impacts. We’re recognized as the # 1 Best Place to Work in the SF Bay Area and made the Top 200 list of America’s Best Startups. Our employees are creative, driven, and committed to providing our customers with the best drone software in the industry. Our office locations include San Francisco, California, Sydney, Australia, and Auckland, New Zealand.

Role Overview

You will be responsible for enabling customers post-sales, driving adoption within their organization, and ensuring high retention and account growth. You will bring strong relationship-building experience, strategic thinking, product knowledge, and empathy toward ensuring the customer’s success.

This role works directly with our customers as their trusted advisor, product expert, and advocate. This position is an integral part of DroneDeploy’s success. Our ideal candidates love nurturing customer relationships and driving value.

Responsibilities

    • Onboarding and enabling new Enterprise services accounts to ensure the quickest time to value with the DroneDeploy service
    • Monitor activity and identify trends in customer base adoption and utilization to assess potential churn risk, and provide guidance/action plans to customers to increase adoption and value
    • Monitor and proactively touch customer accounts according to customer lifecycle
    • Develop and maintain trusted advisor relationships with stakeholders and users in your account portfolio
    • Act as the voice of the customer, advocating the customer’s point of view and provide detailed internal feedback to cross-functional teams regarding how DroneDeploy can better serve our customers, improve their experience, and better the customers’ outcomes with our services
    • Co-manage the renewals process with aligned Account Executive and accurately forecast renewals for aligned customer base to achieve high net retention numbers
    • Track accounts to identify churn risk and work proactively to increase health on accounts
    • Identify account expansion and cross-organizational opportunities for growth and work with your Enterprise Account Executive counterpart to ensure a successful close
    • Impart strategic leadership and direction on all aspects of DroneDeploy products and services
    • Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
    • Act as the Product liaison for your customer base, providing our internal teams with feedback and closing the loop with customers

Requirements

    • 3+ years of experience in a customer-facing, B2B role with Customer Success, Account Management, or other client-facing roles
    • Proven track record in managing Enterprise customer relationships and delivering results
    • Experience working in a fast-paced, high-growth B2B SaaS technology environment, support Enterprise software
    • Data-driven and strategic thinker who is able to consult with customers to drive adoption within their program
    • Exceptional ability in organization, project management, time management, and communication skills
    • Exceptional written and verbal communication skills
    • Diligence and organization in follow-up processes – document all calls/customer interactions in CRM
    • Experience working interdepartmentally alongside Sales, Product, Marketing, Engineering, and Executive teams
    • Experience with Salesforce, Zendesk, Jira, and other similar SaaS products a plus
    • Must be able to travel 25% of the time for customer on sites (domestic)
    • Able to work between Monday – Friday, 9 – 5 pm in local timezone
    • Must be able to obtain a Part 107 license within the first 90-days of employment
    • Background in energy & renewables is a plus
    • Background in GIS or photogrammetry a plus

#LI-Remote

Employee Offerings & Benefits include:

(may vary by location)

Innovative company culture

Drone pilot certification

Flexible work schedules

Flexible work location

Family paid leave

Paid healthcare for employees

Professional development & career advancements

Wellbeing activities (live & on-demand)

Flexible paid time off

Employee referral bonus

Commuter savings

DroneDeploy is an equal opportunity employer.

All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.

Please refer to our Recruitment Privacy Notice for information about privacy during the recruiting process.