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Customer Success Manager - Public Safety

Company

NEOGOV
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-17
Posted at 11 months ago
Job Description
About

NNEOGOV is a proud SaaS leader in the Public Sector for HR, Recruiting, employee development, and management. Through the NEOGOV HR Suite, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.

We’re looking for an experienced Public Safety professional 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. This person will be a subject matter expert on our Power products that were built for Public Safety in the Small Business Arena.

What You Will do

  • Be creatively proactive to deliver WOW-like experiences to PowerDMS customers.
  • Project manage communication plan to customers in communication blasts
  • Monitor contract renewals
  • Increase customer lifetime value and improve usage and product adoption per at risk site and account.
  • Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
  • Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
  • 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
  • Track customer complaints and actions taken to maintain or increase customer satisfaction.

Who You Are

  • Works well with others and thrives in an ever-changing environment.
  • Continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry.
  • Analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results.
  • Ability to travel up to 25% of the time.
  • Multi-tasker extraordinaire and time management guru.
  • Excellent people, presentation, written, and oral communications skills.
What You Have
  • Track record of success working directly with customers to resolve issues.
  • Bachelor’s Degree or commensurate experience.
  • Salesforce or CRM knowledge required.
  • Minimum of two (2) years of experience in previous Customer Relationship, Customer Support or Customer Service role
  • Strong technical background, particularly with online software (SaaS) products and services preferred.

What NEOGOV Offers

  • 401K Matching
  • Comprehensive Benefits Package (medical, dental, vision, etc.) for full-time employees
  • Remote working opportunities
  • 12-week Paid Parental Leave
  • Truly inclusive and diverse environment
  • Generous PTO and Flex-Time off
  • Additional Benefits specific to department, etc.
  • Autonomy to grow and find your career path with supportive leadership

NEOGOV and PowerDMS do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.