Enterprise, Customer Success Manager

Salary: Depends on QualificationsLocation : RemoteJob Type: Full-TimeJob Number: 00490Department: Customer SuccessDivision: GeneralOpening Date: 08/21/2024AboutNEOGOV 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.PowerDMS is an Orlando-based SaaS company with a passion for helping organizations grow trust, integrity, and accountability between themselves, their employees, and the communities they serve. We take these values to heart, and our company and technology can be measured by and held to the same standards.Our PowerDMS team is looking for an experienced professional who is passionate about customer advocacy, successful execution of a diverse range of customer retention campaigns, and account management to drive product usage and adoption while maintaining a high rate of customer satisfaction throughout the client's life cycle.What You Will doBe the customer's voice within the organization by serving as their advocate to ensure their continued successBuild success plans with customers and help facilitate achieving successDevelop and foster relationships with multiple stakeholders within accounts, including Site Admins, Influencers and Decision MakersTrack and monitor account health: net promoter score results, churn risks, and create remediation plansProactively reach out to each customer quarterly at a minimum, and document interactions in our CRM toolDeliver Business Reviews annually to customers to validate they have received the value expected and develop a plan for upcoming objectivesSecure contract renewalsParticipate in introducing new products and features to the customer baseIncrease customer lifetime value and improve usage and product adoption per site and account Who You Are Creative team player to deliver WOW-like experiences to PowerDMS customers.Proactive problem solver with negotiation skillsNatural advocate for customersConfident presenter with excellent written and verbal communicationA champion of company valuesAble to thrive is a fast-paced and ever-changing environment What You Have: Bachelor's Degree or commensurate experience.Minimum of four (4) years of experience in a Customer Relationship, Project Management, or Account Management role.Ability to upsell new products and additional product features through customer interactionsStrong technical background, particularly with online software (SaaS) products and services preferredBilingual in English and Spanish, not required, but nice to haveSalesforce, Gainsight or CRM knowledge a plusTrack record of success managing and optimizing a portfolio of customersContinuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process, and the Customer Success industryAbility to travel up to 25% of the time Bonus Skills/Nice to have: Experience with a book of business over 1.5mm in ARRExperience with Gainsight or other Customer Success PlatformExperience with in either Government or Healthcare vertical markets What NEOGOV Offers Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employeesGenerous PTO and Flex-Time offRemote working opportunities401K MatchingAutonomy to grow and find your career path with supportive leadershipTruly inclusive and diverse environment12-week Paid Parental Leave Additional Benefits specific to department, etc.NEOGOV does 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.#LI-REMOTE01Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? No Yes02How many years experience do you have working as a Customer Success Manager? No experience 1-2 years 3-5 years 5-10 years 10+ years03How many years total experience do you have as a Customer Support Specialist or other related Customer facing position? No Experience 1-2 years 3-5 years 5+ yearsRequired Question