Role Overview

Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s)
Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage
Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value
Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests
Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions
Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements
Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs
Escalate appropriate retention efforts to their manager
Participate in Root Cause Analysis including incident and problem management activities
Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis
Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results
Dedicate yourself to becoming well-versed in the SLED and FED procurement processes
Clearly and professionally communicate with customers
Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency

Requirements

Bachelor’s degree preferred
Proven work experience will be considered in lieu of a degree
1+ year of call center or support center experience
Strong interpersonal, facilitation, listening, and relationship-building skills
Thorough understanding of market research, data collection, and analysis
Excellent verbal and strong communication skills
Ability to prioritize and handle multiple requests concurrently
Ability to problem-solve and bring a timely resolution to issues
Ability to work independently and to be self-motivated based on pre-defined goals

Benefits

None specified

GovSpend

Open Positions (1)

Customer Service

Customer Success Specialist