[Hiring] Client Success Manager @PayIt

Role Description

At PayIt, we’re on a mission to be the best partner our clients have ever worked with and the Client Success team plays a central role. The opportunity to positively impact our clients and their constituents is abundant, so we keep our portfolio sizes small, empowering Client Success Managers to deliver exceptional, consultative engagements.

In this role, you will:

• Own the success, retention, and growth of a regionally-focused portfolio of government agency clients in the Northeast Region.
• Deeply understand customers’ goals, business processes, and use cases, and serve as a trusted advisor on digital government, consulting clients on how to leverage current and future PayIt solutions to improve efficiencies and modernize the citizen experience.
• Work with clients and our internal PayIt Resident Communications team to develop strategies that increase citizen awareness and drive usage of PayIt-powered digital services.
• Hold regular Executive Strategy Sessions that document successes and inform mutually defined partnership roadmaps.
• Own the renewal process, and strategically grow client footprint through ongoing identification and management of value-driven expansion opportunities.
• Collaborate with PayIt Delivery teams to ensure all service projects are aligned with client strategy, requirements and timelines.
• Serve as subject matter expert on the PayIt platform, and enable clients to realize the full value of available features and services.
• Monitor customer health indicators and proactively work with internal PayIt teams to mitigate identified risk.
• Act as the voice of the customer and champion feedback to internal Product teams.

Qualifications

• A minimum of 5 years of experience serving as a thought leader, customer advocate, and consultative partner for a portfolio of high-touch customers in a SaaS environment.
• GovTech, FinServ, or Marketing background is preferred.
• The ability to digest multiple data inputs to analyze client health, adoption, and lifetime value to inform account strategy.
• Experience leading strategic business reviews with senior-level stakeholders.
• Comfort facilitating end-user training and enablement of new technologies.
• Prior forecasting, renewal management and/or sales experience, or strong interest in developing these skills.
• Proven experience managing clients through complex project lifecycles.
• Familiarity with Project Management and Collaboration Tools (i.e Confluence, Slack, Jira, etc.), Google G-suite and Microsoft Office.
• Willingness to travel up to 30 percent of the time; travel varies based on your assessment of client needs.

Requirements

• PayIt CSMs are proactive, solutions-oriented, and extremely collaborative.
• Strong technical aptitude coupled with a high emotional quotient, capable of quickly building trust with your colleagues and clients alike.

Benefits

• Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
• You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt.
• People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
• We #payitforward with our corporate volunteer program, serving the communities where we work and live.
• Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.