City Innovate Inc

Customer Success Manager

• Drive customers from implementation into active, measurable, durable product usage. Build adoption plans grounded in each customer’s actual workflows, not generic playbooks. Track usage signals and intervene with substance when adoption stalls.
• Become a true expert in how each customer uses Authorium day to day — the people, the processes, the friction points, the workarounds. Surface the user-experience reality that account-level metrics alone won’t show.
• Serve as the structured voice of the customer to Product and Engineering. Translate raw customer feedback into prioritized, contextualized product input that helps shape roadmap decisions and improves user experience to solidify adoption and growth.
• Translate the product roadmap, new capabilities, and platform direction into language non-technical customer leadership can use. Help customer stakeholders understand what’s coming, what it means for their work, and how to plan for it.
• Operate as a peer alongside commercial Account Managers, sharing context, surfacing signals, and coordinating on customer strategy. You bring the adoption and product lens; together with the AM team, you cover the customer end to end.
• Partner with Solutions and Implementation during onboarding handoffs. Coordinate with Support and Training on customer issues that touch enablement or adoption. Work with Marketing on case studies and references where adoption stories warrant it.
• Establish a picture of overall customer portfolio adoption, health, and retention path (risk, opportunities). Coordinate closely with Sales, Support, Delivery, Product to influence plans around broader customer adoption patterns. Ongoing contributions to process development.

Solutions Engineer

• Support the configuration of templates, workflows, and rules based on established design patterns.
• Assist in translating customer requirements into functional system setups.
• Maintain a clear pulse on your assigned tasks, surfacing blockers or questions to your lead early.
• Draft design documentation, workflow logic diagrams, and configuration notes.
• Ensure all "as-built" documentation is accurate and reflects the final state of the customer environment.
• Help prepare handoff materials for Quality Assurance to meet the demanding needs of our customers.
• Co-lead discovery sessions and working meetings to capture requirements and action items.
• Increasingly take on facilitation for specific, defined segments of the implementation journey.
• Prepare presentation materials and platform demos for customer-facing meetings.
• Execute disciplined QA practices and UAT scripts to validate that configurations meet requirements.
• Perform initial troubleshooting for configuration issues, documenting reproduction steps for more complex bugs.
• Assist in data validation and clean-up to ensure seamless platform launches.
• Collaborate with Product and Engineering teams to understand new features and platform capabilities, based on your customers’ needs.
• Leverage internal playbooks and templates to ensure consistency across customer engagements.
• Actively participate in peer reviews to learn and refine best practices with a goal of improving technical accuracy.

Associate Solutions Engineer

• Own Delivery Execution
• Support the configuration of templates, workflows, and rules based on established design patterns.
• Assist in translating customer requirements into functional system setups.
• Maintain a clear pulse on your assigned tasks, surfacing blockers or questions to your lead early.
• Documentation & Logic Mapping
• Draft design documentation, workflow logic diagrams, and configuration notes.
• Ensure all "as-built" documentation is accurate and reflects the final state of the customer environment.
• Help prepare handoff materials for Quality Assurance to meet the demanding needs of our customers.
• Customer Support & Shadowing
• Co-lead discovery sessions and working meetings to capture requirements and action items.
• Increasingly take on facilitation for specific, defined segments of the implementation journey.
• Prepare presentation materials and platform demos for customer-facing meetings.
• Quality Assurance & Troubleshooting
• Execute disciplined QA practices and UAT scripts to validate that configurations meet requirements.
• Perform initial troubleshooting for configuration issues, documenting reproduction steps for more complex bugs.
• Assist in data validation and clean-up to ensure seamless platform launches.
• Internal Growth & Partnership
• Collaborate with Product and Engineering teams to understand new features and platform capabilities, based on your customers needs.
• Leverage internal playbooks and templates to ensure consistency across customer engagements.
• Actively participate in peer reviews to learn and refine best practices with a goal of improving technical accuracy.