Customer Success Manager - Chicagoland

Customer Success Manager

COMPANY

GovQA (www.govqa.com) is a Chicago-based company that is the leader in highly secure, SaaS-based solutions within and across top state and local governments nationwide. At GovQA, we are on a mission to assist government agencies by automating workflow for government compliance. Our results speak for themselves. GovQA is one of the fastest growing private software firms in the country and now services 135 million people worldwide.

LOCATION

This position is located at our corporate headquarters in Woodridge, Illinois There is potential for minimally customer facing travel, however candidates must be skilled in managing relationships via phone and video

POSITION

Customer Success Managers at GovQA are critical to our customer engagement and long-term retention strategy. Beginning during our client’s onboarding process, Customer Success Managers help to ensure clients adopt our solution successfully, adopt it across their agency, and continue to gain value from our solutions. You will be supported by multiple market-leading technologies, hundreds of references and a team of dedicated professionals. The ability to collaborate effectively is a must. Our approach is to be active with our customers and build relationships. This is an individual contributor role however with our rapid growth, there are leadership opportunities.

JOB DUTIES

Working as an industry leading Customer Success Manager at GovQA, you will be doing the following:

• Own overall relationship with assigned customers
• Collaborate with our customers to develop a success plan and drive continued value of GovQA
• Develop key performance indicators to measure customer success
• Work in conjunction with Sales Executives to deliver client Quarterly Business Reviews
• Identify upsell opportunities
• Guide and coach Sales Executives in the customer success process
• Collaboratively work with marketing, product and technical teams to deliver relevant information and solutions to our customers
• Develop customer onboarding materials. Work with Marketing and Implementation to combine existing processes, with industry leading processes.
• Empathize with our customers and, above all else, put their needs first.
• Advocate internally for customer needs
• Drive customer retention and referrals

REQUIREMENTS

• Experience in Saas environment
• Experience in Public Sector
• Experience with Pendo a plus
• Experience with SalesForce Sales and Service Cloud
• Bachelors Degree
• 3+ years of account management, sales or customer success (ideally with state and local governments) with a proven record of over achievement
• Manage the full lifecycle of the selling process from prospecting to close
• Superior written, phone and communication skills
• Working knowledge of support tools (Excel, Word, PowerPoint)
• Independent self-starter

COMPENSATION

• Salary based upon experience (commensurate with experience)
• Unlimited commission potential

BENEFITS

• Opportunity for Career Advancement with Fast-Growing Company
• Comprehensive Personal Health Benefits
• Unlimited PTO
• Flex Spending Accounts, 401K Match
• Vision, Dental Plans available
• Fun Work Environment

Working conditions

The employee typically works in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. The employee may encounter frequent interruptions throughout the workday.

Physical requirements

The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 10 pounds.

Direct reports

None