Responsibilities:
- KPIs (MBO): Adoption (usage), Program Expansion, Relationships and Satisfaction (NPS) and Commercial (retention and upsells)
- Use a consultative approach to drive platform adoption, engagement and expansion across a territory of 40-80 government customers
- Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
- Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
- Monitor customers’ health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutions
- Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
- Develop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-face
- Understand the agencies’ “big picture”, proactively position value, and assist with execution, Support the Professional Services and Technical Support teams in deploying solutions, training customers and driving more effective usage
- Compliment key product discussions by gathering and communicating customer feedback and feature requests
- Occasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executives
Company : OpenGov.
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Job vacancy Customer Success Manager – OpenGov and Customer Success Manager – OpenGov Salary.
