Position Responsibilities:
Account ownership. Own client success for a book of accounts across the JPV portfolio. Lead onboarding, adoption, ongoing success, and renewal support for those accounts. Be accountable for account health, retention, and expansion signals within your book.
Product knowledge. Build and maintain working knowledge across JPV’s product set: Permits, On Demand, EnforcePlus, Valet (Oobeo Valet, RequestAhead, ValetMate), Self-Park, Insights, and CurbTrac. Be able to field client questions, troubleshoot common issues directly, and know when and how to escalate.
Documentation and process. Contribute to team documentation, runbooks, and onboarding materials as they are built out. Flag gaps in process or product knowledge and help close them rather than working around them.
Cross-functional partnership. Partner with Engineering and Product on client feedback and escalations, and with the Commercial team on renewal and expansion conversations. Bring a clear, well-supported CX perspective into those conversations.
Client-facing communication. Run regular account check-ins and business reviews for your book. Handle day-to-day client communication with professionalism, and escalate complex or high-stakes situations to the Head of CX or other senior colleagues as needed.
Initiative as a baseline. Take ownership of problems in your book rather than waiting for direction. Ask for help when you need it, but come with an attempt already made.