NEOGOV · 6 hours ago
Mid Market Customer Success Manager
United States
Full-time
Remote
Mid Level
4+ years exp
Maximize your interview chancesGovTechHuman Resources
Insider Connection @NEOGOV
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
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.
Mitigate risk by partnering with customers to establish a plan to achieve success.
Monitor contract renewals.
Be creatively proactive to deliver WOW-like experiences to 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.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Minimum of four (4) years of experience in previous Customer Relationship, Customer Success Management, Account Management or related role.
Experience managing accounts with ARR valued at $40-$99k within a large book of business (150-175).
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.
Track record of success working directly with customers to resolve issues.
Preferred
Previous HR or Public Safety experience.
Strong technical background, particularly with online software (SaaS) products and services.
Salesforce or Gainsight knowledge.
NEOGOV and/or PowerDMS knowledge.
Benefits
Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day One
Generous PTO to support work-life balance
401K Matching
12-week Paid Parental Leave
Remote working opportunities
Inclusive and diverse work environment
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Warburg Pincus
2021-06-02Private Equity
2016-10-18Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Company data provided by crunchbase
