JOB DESCRIPTION

Client Success Manager

Title: Client Success Manager

Location: Remote

Reports to: Chief Operating Officer

Management level: Individual Contributor

About Ocra

Founded in 2018, Ocra is the centralized demand channel management solution for the parking industry. 

We provide our clients with a centralized SaaS platform to manage all their online demand channels as well as a managed service model, called Ocra CoPilot, to help them activate, manage, and optimize infinite channels. 

We are a client-centric organization with four key departments that work together seamlessly to ensure our partners achieve success! 

Ocra is a fully remote, global team headquartered in Los Angeles California. 

What We Solve

Ocra partners with off-airport parking operators, hotels, and asset owners looking to monetize their parking assets or grow existing revenue streams by selling parking through consumer demand channels  (e.g., SpotHero, ParkWhiz, Cheap Airport Parking). 

These channels bring in new customers for parking operators; however, managing rates, inventory, blackouts, and reporting across multiple channels can be time-consuming and complicated. 

Oftentimes, the cost of adding the channel is too large for our clients. This may have to do with the time and work it takes to get up and running with a new channel or with the added cost of managing it. 

Ocra’s team of demand channel experts brings the marginal cost of adding a new channel down to zero, enabling the customer to tap into new customer bases and maximize their top and bottom line.

About the Role

As a Client Success Manager at Ocra, you will play a pivotal role in ensuring our new and existing clients achieve their desired outcomes. You will be a trusted advisor who proactively builds relationships, fosters value realization, minimizes churn, and champions client success.

Additionally, you will act as the client’s advocate and hold our internal team accountable for ensuring the client’s needs are met in a timely and efficient manner.

Responsibilities

At Ocra, client success is built around the customer journey: the path our clients take from initial awareness to ongoing value realization and loyalty. This approach ensures that we prioritize their needs at every step. 

You will work with the Sales team (who focuses on the sales pipeline, which converts leads into paying clients) and own the distinct processes associated with the following customer journey stages:

  • Contract Negotiation: Collaborate with Sales to tailor agreements that meet each client’s unique goals.

  • Activation & Education: Collaborate with the Activations team to ensure a smooth onboarding process, including setting up locations, optimizing pricing strategies, and educating clients on CoPilot capabiliites.

  • Value Realization (CoPilot):
    • Become the primary point of contact for your assigned clients post-onboarding scheduling regular check-ins to monitor performance and address any concerns.
    • Work with the CoPilot team to develop and implement strategies that drive revenue growth for clients.
    • Analyze client data and generate reports to showcase the positive impact of CoPilot, creating compelling case studies and success stories.
    • Identify and escalate any roadblocks or issues that arise throughout the client journey, working collaboratively with internal teams to find solutions.
Requirements:
  • Proven ability to build strong relationships and navigate complex client interactions
  • Excellent communication and interpersonal skills, both written and verbal
  • Experience working in a fast-paced, results-oriented environment
  • Strong analytical skills with the ability to interpret data and translate it into actionable insights
  • Proficiency in CRM software (we use HubSpot) and project management tools
  • A passion for client success and a commitment to exceeding expectations

Benefits:

  • Competitive salary and benefits package
  • Stock option incentive plan
  • Opportunity to work in a dynamic and growing company
  • Collaborative and supportive work environment
  • Chance to make a real impact on our clients’ businesses

Questions? We’re here to help you succeed. Contact info@getocra.com.

Applications are closed as of 5/14/24.