Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.
Serve as primary contact for administrators in your book of business.
Conduct regular business reviews to achieve success against customer goals.
Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
Identify and escalate major product issues, client concerns, and retention risks.
Participate with User Acceptance Testing as requested by senior leadership.
In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.
Contribute to team projects as directed by leadership.
Serve as point of escalation for customer support issues.
Thoroughly understand your product, including independently providing demonstrations to customers.
Identify, document, and resolve issues that occur including assisting junior team members with problem solving.
Assisting senior team members with other projects around your role.
Other duties as assigned.

Bachelor’s degree in a related field
Preferred
3+ years’ experience in a customer-facing, service-oriented position focusing on relationship management.
Must be a U.S. Citizen with the ability to obtain Federal Security Clearance
Ability to perform in a self-managed environment
Excellent interpersonal skills needed to develop strong business relationships with clients.
Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.
Confidence presenting new ideas to clients and high-level executives.
Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
Excellent communication skills verbally and written in addition to presentation skills.
Strong work ethic and ability to work independently with minimal supervision.
Excellent organization skills.
Ability to adapt to new conditions, assignments, and deadlines.
Excellent time management, goal setting and prioritization capability.
Thrives working in a fast-paced, team environment.
Able to travel onsite to assist customers when needed – no more than 10%.

Customer Success Manager – Government Solutions

Key skills