[Hiring] Customer Success Manager @Neogov

Role Description

We’re looking for an experienced Customer Success Manager who is passionate about customer advocacy, successful execution of communication with a customer base, while maintaining a high rate of customer satisfaction in any customer interaction.

• Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
• Project manage communication plan to customers in communication blasts.
• Track and monitor account health: net promoter score results, churn risks and create remediation plans.
• Work with at risk customers to establish a plan to achieve success.
• Monitor contract renewals.
• Be creatively proactive to deliver WOW-like experiences to PowerDMS customers.
• Increase customer lifetime value and improve usage and product adoption per at risk site and account.
• Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
• Track customer complaints and actions taken to maintain or increase customer satisfaction.

Qualifications

• A passionate customer-focused individual.
• An individual who works well with others and thrives in an ever-changing environment.
• An analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results.
• Someone with a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry.
• A people-person with presentation, written, and oral communications skills.
• A multi-tasker extraordinaire and time management guru.

Requirements

• Previous HR or Public Safety experience preferred.
• Minimum of two (2) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role.
• Experience managing accounts with $15k to 40K ARR within a large book of business.
• Ability to identify and manage multiple stakeholders, including Executive levels.
• Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence.
• Strong technical background, particularly with online software (SaaS) products and services preferred.
• Salesforce or Gainsight knowledge preferred.
• NEOGOV and/or PowerDMS knowledge preferred.
• Track record of success working directly with customers to resolve issues.

Benefits

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees.
• Generous PTO to support work-life balance.
• Remote working opportunities.
• 401K Matching.
• Autonomy to grow and find your career path with supportive leadership.
• 12-week Paid Parental Leave.
• Inclusive and diverse environment.