OpenGov.com

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Customer Success Manager (Atlanta)

at OpenGov.com

Posted: 6/5/2019
Job Status: Full Time
Job Reference #: 37b8fbfd-8287-4278-b7cd-21cade5b5eb4
Keywords: operations

Job Description

Customer Success Manager (Atlanta)

Atlanta, Georgia
Customer Success
Full-Time

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About OpenGov

OpenGov is a mission driven fast-growth, Series C, venture backed startup (includes Andreessen Horowitz, Formation 8, Thrive Capital, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).

We have surpassed 2,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.

About the Customer Success Manager role:

****** We are looking for individuals based in Atlanta to be considered for this role ******

OpenGov seeks to expand its talented Customer Success team with a highly organized, data-driven, and empathetic individual to nurture strong relationships with our customers and join our team as a Customer Success Manager.

The Customer Success (CS) function at OpenGov is responsible for helping our customers maximize value from the solutions they acquire from us and in return, we develop life-long partnerships with our customers. Within the CS function, the Customer Success Management (CSM) team is the one responsible for maintaining and growing the business relations between us and our customers.

The CSM’s are responsible for monitoring the customer’s product usage and the value they receive from our solutions, identifying opportunities to enhance those and coordinating the activities to make that happen. Our CSM function is organized based on a mixed of tiers (low-touch, high-touch, strategic) and geography.

You will become a trusted advisor with deep product and industry knowledge, you’ll be responsible for understanding the customer’s goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. You’ll use your ability to influence decision makers and your experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximize value to the customer.

As a result, you'll immerse yourself in both our internal operations and the user experience to be able to impartially advocate for OpenGov and our customers. OpenGov’s Customer Success team is a small, agile team focused on making our 1,800+ customers wildly successful.

Responsibilities:

• KPIs (MBO): Adoption (usage), Program Expansion, Relationships and Satisfaction (NPS), and Commercial (retention and upsells)

• Use a consultative approach to drive platform adoption, engagement and expansion across a territory of 40-70 government customers
• Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
• Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
• Monitor customers’ health, usage and ongoing/changing needs, and execute playbooks to assist them in maximizing value from our solutions
• Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
• Develop and executes plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-face...
• Understand the agencies’ “big picture”, proactively position value, and assist with execution Support the Professional Services and Technical Support teams in deploying solutions, training customers and driving more effective usage
• Compliment key product discussions by gathering and communicating customer feedback and feature requests
• Occasionally travel to meet customers in-personIdentify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executives

Requirements:

• 4-8 years of experience in Customer Success Management within a fast-growing company

• Ability to adapt to a rapidly changing product and respond strategically to customer needs
• Proven experience working at SaaS companies and solutions
• Strong interpersonal skills and track record of building collaborative relationships
• Familiarity with sales cycles in competitive markets
• Technical aptitude and proficiency with Salesforce as well as emerging CS solutions like CSM platforms (i.e. Gainsight, Komiko, etc), in-app guidance, marketing automation, and more
• Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plus
• Exceptional presentation, organizational, and communication skills (both written and verbal)

What makes OpenGov unique

Leadership:
CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs and

SF Business Times' 40 under 40 class of 2018

Funding:
$80 million, Series C company, from top tier investors including Andreessen Horowitz, 8VC, Thrive Capital, and Emerson Collective.

Board of Directors:
Includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).

Growth:
Quadruple growth with 1,900+ government customers (and counting) using our products!

Perks:
Fully stocked kitchens, daily breakfast and catered lunches, gym reimbursement, music room, zen room, foosball and pool table, Unlimited PTO and 10 paid holidays, 100% medical premium coverage for employees, fun events, and more! Just look at
www.opengov.com/careers

Product:
Named a Tech Pioneer by the World Economic Forum, our cloud solution leverages cutting-edge technology to innovate on the core processes of Government. We're powering more effective and accountable government. Come join us and make a positive social impact!

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