Customer Success Manager

The Customer Success Manager at Amivero is primarily responsible for ensuring that government agencies effectively deploy enterprise technologies. This includes managing all communications, budgets, and project timelines to deliver technical solutions on schedule. They also develop feedback plans, manage partner interactions through surveys and interviews, and track system performance to promptly address any issues.

To qualify for the Customer Success Manager role at Amivero, candidates must hold a Bachelor's Degree and possess at least 10 years of relevant experience, especially within federal government infrastructure initiatives. Experience in transportation and energy sectors, digital identity management, and effective relationship management is crucial. Additionally, US citizenship is needed to obtain Public Trust.

Enhancing partner experience is a crucial goal for the Customer Success Manager at Amivero. They achieve this by developing journey maps to document partner interactions, implementing feedback plans through surveys and interviews, and auditing current processes. By actively tracking partner sentiment and resolving issues promptly, they ensure that agencies feel supported and valued throughout their engagements.

Essential skills for a Customer Success Manager at Amivero include excellent communication and interpersonal skills for managing customer relationships, project management abilities to oversee timelines and costs, and a technical background to navigate the complexities of government IT systems. Additionally, familiarity with Login.Gov and experience in related benefit programs is a significant plus.

Working as a Customer Success Manager at Amivero offers a unique opportunity to directly impact federal services that affect millions of citizens. The role allows for collaboration with various teams and stakeholders, providing a platform to implement innovative solutions in a meaningful way. The supportive, human-centered approach to IT challenges at Amivero sets it apart from typical corporate environments.

Success in this role can be defined as achieving high partner satisfaction, timely project deliveries, and measurable improvements in partner engagement. It's crucial to actively seek feedback and continuously improve the partner experience.

In my previous roles, I've managed multiple projects simultaneously, ensuring that timelines and budgets were adhered to. I typically use project management tools to track progress and communicate updates to stakeholders regularly.

I believe in taking feedback seriously and view it as a valuable opportunity for improvement. I would implement a structured feedback collection process, analyze the data, and work with internal teams to address any concerns efficiently.

Building relationships with government agencies involves understanding their unique needs and challenges. I would focus on clear, regular communication, offer valuable insights, and ensure that they feel supported throughout our partnership.

Addressing dissatisfaction requires immediate attention. I would first seek to understand their concerns through direct communication, then work on a tailored action plan to resolve their issues and restore their trust in our solutions.

I utilize project management software such as Asana or Trello to establish timelines and monitor progress. These tools also help in assigning tasks and ensuring accountability across the team.

I prioritize regular meetings and updates to communicate partner goals effectively. Collaborative tools, such as shared documents or project management platforms, are also employed to ensure everyone stays informed and aligned.

I have spent over several years working closely with federal agencies, particularly within the transportation and energy sectors, managing infrastructure initiatives and interacting with various stakeholders to fulfill agency agreements.

In a previous position, I identified bottlenecks in the support ticket process. By implementing a new triaging system, we were able to reduce response times significantly, resulting in increased partner satisfaction.

Empathy is at the heart of customer success management. By understanding the challenges and frustrations faced by partners, I can advocate for their needs effectively and ensure that solutions are tailored to their situation.