Customer Success Manager- GovOS
Description
Description
About the role
The Customer Success team is responsible for the relationship between GovOS and our customers. This critical function is responsible for engaging with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention.
The Customer Success Manager is a key member of the organization as it acts as the overall facilitator for customer communications and ultimately owns the account relationship. It is the expectation of the that they’ll work with their customers to appropriately understand, manage, and assist them with day-to-day business needs by acting as a single point of contact for the account and coordinating with all other GovOS business functions as needed.
Responsibilities
Drive retention and growth for our customers by understanding their business needs and helping them succeed
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Account owner for named accounts that will coordinate and facilitate across all business functions within the organization
Maintain data in Salesforce including contacts, key initiatives, budgets, stakeholders, forecasts, and campaigns
Represent the voice of the customer to inform our sales process and product roadmap
Own renewals from quote to invoice as well as upsells of existing products and services to grow their assigned book of business
Target and grow revenue within assigned accounts by uncovering cross-sale opportunities for sales
Work with customers to develop a success plan that outlines how GovOS adoption will address their needs both immediately and, in the future
Enlist super fans to act as references, lead user groups, & participate in community
Be a liaison to drive attendance to trainings, webinars, educational curriculum, and seminars
Identify meaningful ways to engage low usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the account
What You’ll Need To Be Successful
5+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization
A passion for Customer Engagement and service mentality
Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic approach and the grit to get things done
Results driven and proven ability to meet or exceed quotas
Experience with annual renewal process is preferred
Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
Excellent oral and written communication skills
Must be proficient in PowerPoint and comfortable presenting to all levels of an organization
Highly organized and has ability to work independently and to be accountable for results with minimal supervision
Experience with Salesforce or similar CRM tool and Gainsight or a similar Customer Success tool preferred
Government Technology experience welcomed
