WHO WE ARE

Michael Baker International is a global leader in Engineering, Architecture and Consulting services dedicated to developing and implementing innovative solutions to the world's infrastructure, environmental challenges, and governmental. Supported by more than 6, 000 employees in 90 offices worldwide, we provide a full continuum of life-cycle engineering consulting, specialized global construction, base operations, Green Infrastructure, security management and intelligence solutions.

TECHNOLOGY PRACTICE - DATAMARK

Michael Baker International is a national leader in technology solutions supporting clients in local, state, and national government to solve complex problems with advanced technologies for the 21st century. The DATAMARK practice consists of a skilled group of subject matter experts whose mission is to provide the necessary education, fact-finding, and solutions to solve complex problems in the public safety and enterprise GIS markets. DATAMARK is the go-to authority on GIS data for public safety and enterprise GIS. Its data-forward, full-service but configurable solutions provide the highest levels of data completeness and accuracy. The DATAMARK team has quickly grown to become the premier nationwide provider of SaaS solutions for public safety and enterprise GIS.
Job Summary
Michael Baker International seeks a qualified Director of Client Success to join Michael Baker's DATAMARK Technologies team. This is an opportunity to work within a dynamic industry leading NG9-1-1 GIS and Core Services solutions and services firms. Our public safety practice seeks a Director of Client Success who will leverage our dynamic team, solutions, and cloud native software to deliver NG9-1-1 and Public Safety solutions for local, state, and federal clients. This individual will need to be a self-starter with a high level of public safety program management expertise and exceptional communication skill to contribute to the Client Success team goals. Client Success Managers (CSM) are focused on client satisfaction, expansion, retention, and optimization. The ultimate strategic goal of the Client Success team is sustainable corporate profitability and growth utilizing methodologies that enhance the productivity of our clients through our products and services. There are four (4) necessary building blocks for Client Success Managers (CSM): an intimate knowledge of our clients, expertise in the products and services, extensive industry expertise, and a passion for helping clients succeed.

This management position is accountable for implementing the Client Success team's procedures, policies, and communication channels to increase client retention and account expansion. CSMs will collaborate with the Business Development, Project Management Office, and Product teams to provide unmatched client support and upsell and cross-sell to existing clients. Reporting to the Chief Revenue Officer, the Director of Client Success is responsible for managing regional CSMs by working in close coordination with cross-functioning teams to achieve and exceed top-line growth goals. CSMs drive and compile client satisfaction and retention metrics to support analytics and reporting to leadership. The Director of Client Success is expected to exercise professional judgment with focused supervision and guidance to keep leadership informed as to the status of each client success activity within defined metrics.
Essential Duties & Responsibilities

• Manage regional Client Success Managers to ensure retention and account growth KPIs
• Serve as the key product and service evangelist, cross collaborating and developing and new marketing content
• Develop, manage, and monitor client success plans for clients, identify client risks, and develop risk management procedures to maintain client satisfaction
• Support recurring and new revenue growth in collaboration with the BD team
• Assessing CSMs and monitor new client meetings and develop relationships early
• Act as a client advocate and liaison to become a Trusted Advisor
• Maintain an expert understanding of DATAMARK Technologies products and services
• Meet with internal stakeholders regularly on the overall client health and goals
• Research, understand, and grow the client's use of DATAMARK Technologies offerings to ensure full capability and functionality are being utilized
• Build and maintain strategic relationships with clients
• Partner with cross-functional teams to drive account to contract renewals and upsells
• Own the engagement, retention, and growth of clients by leading a progressive CSM program that ensures the success of the client's strategies
• Develop and maintain CSM performance metrics and dashboards
• Develop use cases and client references to provide input to BD

Supervisory Responsibilities

• Direct supervision of 3-5 Client Success Managers
• Monitor employee performance to achieve personal and professional growth
• Mentor and coach CSMs to achieve business KPIs

Experience

• 15+ years of proven program management experience
• 5+ years of public safety, 9-1-1 or GIS experience

Education

• Bachelor's degree, preferably in Business/Marketing/Technology or equivalent experience

Minimum Qualifications, Skills and Abilities

• Relevant Bachelor's degree or equivalent years of experience
• 15+ years of proven program management experience
• 15+ years of public safety, 9-1-1 or GIS experience
• Demonstrated ability to collaborate with cross functional teams (PMO, Product, and Business Development)
• Technical NG9-1-1 expertise to articulate DATAMARK Technologies' vision, services, and solutions portfolio and the value to potential and existing clients
• An analytical and metrics-driven work style
• Creative, resourceful, and highly organized
• Ability to analyze complex situations and develop associated action plans to achieve team objectives
• Excellent communication and presentation skills
• Proven client management skills with large and complex accounts
• Accountability for driving revenue through client satisfaction and expansion
• Proven ability to meet and exceed client retention targets
• Demonstrated experience in NG9-1-1 standards and best practices
• Excellent communication skills and can influence and motivate both clients and internal stakeholders
• Ability to interact with enterprise client teams at various levels of technical and non-technical depth
• Ability to maintain metrics for reporting client success

Preferred Qualifications

• Demonstrated experience with consultative sales of technical solutions
• Demonstrated experience in GIS and/or public safety requirements for NG9-1-1
• 10+ years of client support or account management experience, preferably in the software industry
• Master's degree, preferably in Business/Marketing/Technology
• Appropriate professional certifications (e.g., ENP, RPL, GISP, PMP, CPM, etc.)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION

The salary range for this position is $107, 000 to $150, 000, depending on the experience of the incoming candidate.Michael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world's most complex infrastructure challenges for more than 80 years with a legacy of expertise, experience, innovation and integrity.

Based in Pittsburgh and with nearly 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.

We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.

We Make a Difference.

Michael Baker International is proud to be an Affirmative Action/Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, genetic information, disability, protected veteran status or any other legally protected status.

EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.Michael Baker International is seeking a qualified NG9-1-1 Business Development Manager to join Michael Baker's DATAMARK team. This is an opportunity to work within a dynamic and growing industry and with one of the leading NG9-1-1 GIS solutions and services firm. We've built a sales team of people who desire being part of a dynamic unit delivering Public Safety solutions for local governments through innovative ideas and client advocacy.