Customer Success Manager


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Full Job Description

Overview

eCivis is the most trusted and widely used cloud-based grants management system in the nation for the state, local, and tribal governments of all sizes. Our innovative SaaS grants management system addresses both programmatic and fiscal grant funding requirements throughout the grant life cycle, helping our clients easily overcome the challenges and heavy workload that come with managing grants.

The Customer Success Manager plays a critical role in allowing clients to achieve their desired outcomes and ultimately be successful in adopting our platform to manage grants. The CSM has a tremendous impact on a customer’s overall experience through client advocacy and reduction of churn. Customer Success directly impacts annual recurring revenue by encouraging adoption and expansion, leading to positive retention rates.

Customer Success works closely with the Sales, Implementation, Customer Support, and Software Engineering departments to support all phases of the customer journey. Learnability & Flexibility are essential qualities for this position, which is critical to our mission to transform and simplify the entire grant funding process to enrich the communities that our clients serve.

Customer Success Responsibilities

Onboard new customers after implementation & own the customer experience
Develop expert-level product knowledge of the platform.
Build trusting and lasting relationships with different customer stakeholders.
Minimize revenue & logo churn while creating & identifying opportunities to upsell & cross-sell.
Increase grant effectiveness with technology and best practices.
Reduce or eliminate customers’ single audit findings.
Increase the number of awarded grants and overall grant revenue.
Establish formal desired outcomes based on best practices for grant management.
Create and iterate joint strategic action plans with clients.
Proactively and continually evaluate client health and adoption status.
Develop and execute protocol, playbooks, and calls to action.
Host client business reviews to evaluate accomplishments.
Prepare content and presentations to communicate with customers.
Communicate with internal teams including Implementation, Sales, Product Engineering etc.
Assist transfer of our clients’ workflow and data to our platform.
Support application usage throughout the customer journey. — building high customer satisfaction and driving adoption.
Host webinars, training, and ongoing support tutorials.

Qualifications

Experience in working for or with state or local government, particularly in the areas of federal grant management is strongly desired.
Experience in client-facing roles for business-to-business or business-to-government technology or SaaS-based product companies is preferable.
Familiarity with CRM, Project Management, Support Desk, and general business applications, including MS Office, desired.
Proven Problem Solving & Analytical Skills
High on learnability & passion for knowledge
Willingness to take initiatives & challenge the status quo
Team Player with the ability to be the voice of the customer inside the organization
Excellent written and verbal communication skills with the ability to train and coach clients in technology and business process content.
Comfortable in a high-accountability, high-visibility role working with government managers and officials under deadlines and resource constraints,
Ability to work remotely and independently with up to 10% travel

Benefits:

Remote Work Environment
Monthly Stipend
Medical, Dental And Vision
FlexPTO Policy
Paid Parental Leave Plan

GTY Business units are committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status concerning public assistance, familial status, military or veteran status or any other status protected by applicable law.

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