Open Gov
Customer Success
Open Gov, Boston, Massachusetts, us, 02298
OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we’re transforming communities so they can thrive!Imagine yourself being able to
help small business
owners open their doors faster, ensuring our
tax dollars
are accounted for, creating
safer infrastructure , modernizing the
permitting process , and assisting with
disaster recovery . The work you do here every day has a meaningful impact on people's lives!OpenGov is a
2023 Top Workplaces USA award winner
and a
Forbes America's Best Startup EmployerJoin our smart, fun, and humble team to experience the most rewarding career of your life!Job Summary:Within the CS function, the Customer Success Management (CSM) team is responsible for maintaining and growing the business relations between us and our customers. This position will be responsible for understanding the customer’s goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. CSMs will use their ability to influence decision makers and their experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximum value to the customer.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 40-80 government customersBuild strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction ratesBecome the go-to person and escalation point for issues and opportunities by key personnel at the customerMonitor customers’ health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutionsMaintain a deep understanding of the product and communicate features and functionality that will improve their workflowDevelop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-faceUnderstand 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 usageCompliment key product discussions by gathering and communicating customer feedback and feature requestsOccasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executivesRequirements and Preferred Experience:4+ years of experience in Customer Success Management within a fast-growing companyAbility to adapt to a rapidly changing product and respond strategically to customer needsProven experience working at SaaS companies and solutionsStrong interpersonal skills and track record of building collaborative relationshipsFamiliarity 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 moreExperience with government budgeting concepts and practices and/or finance/budgeting solutions is a plusExceptional presentation, organizational, and communication skills (both written and verbal)Compensation:$71,969 - $90,000 a year
On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.
The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.
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, a Tech Pioneer by the World Economic Forum, and
SF and Silicon Valley Business Times' 40 under 40 class of 2018 !»Growth:
Record breaking growth with 1,800+ governments (and counting) using our products. Click
here
to read more.»Culture:
Winner of 2023 Top Workplaces USA award ,
Awarded Top 25 Cloud Companies to Work For ,
Winner of Forbes 2022 Best Startup Employers ,
50 Best Workplaces award . Check out our
Careers Video !»Perks:
90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, annual wellness stipend, anniversary awards, and more!»Product:
Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.»Mission Driven:
We are a technology company with a passion for the mission. We're powering more effective and accountable government.Come join us and make a positive social impact!OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
#J-18808-Ljbffr
help small business
owners open their doors faster, ensuring our
tax dollars
are accounted for, creating
safer infrastructure , modernizing the
permitting process , and assisting with
disaster recovery . The work you do here every day has a meaningful impact on people's lives!OpenGov is a
2023 Top Workplaces USA award winner
and a
Forbes America's Best Startup EmployerJoin our smart, fun, and humble team to experience the most rewarding career of your life!Job Summary:Within the CS function, the Customer Success Management (CSM) team is responsible for maintaining and growing the business relations between us and our customers. This position will be responsible for understanding the customer’s goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. CSMs will use their ability to influence decision makers and their experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximum value to the customer.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 40-80 government customersBuild strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction ratesBecome the go-to person and escalation point for issues and opportunities by key personnel at the customerMonitor customers’ health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutionsMaintain a deep understanding of the product and communicate features and functionality that will improve their workflowDevelop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-faceUnderstand 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 usageCompliment key product discussions by gathering and communicating customer feedback and feature requestsOccasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executivesRequirements and Preferred Experience:4+ years of experience in Customer Success Management within a fast-growing companyAbility to adapt to a rapidly changing product and respond strategically to customer needsProven experience working at SaaS companies and solutionsStrong interpersonal skills and track record of building collaborative relationshipsFamiliarity 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 moreExperience with government budgeting concepts and practices and/or finance/budgeting solutions is a plusExceptional presentation, organizational, and communication skills (both written and verbal)Compensation:$71,969 - $90,000 a year
On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.
The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.
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, a Tech Pioneer by the World Economic Forum, and
SF and Silicon Valley Business Times' 40 under 40 class of 2018 !»Growth:
Record breaking growth with 1,800+ governments (and counting) using our products. Click
here
to read more.»Culture:
Winner of 2023 Top Workplaces USA award ,
Awarded Top 25 Cloud Companies to Work For ,
Winner of Forbes 2022 Best Startup Employers ,
50 Best Workplaces award . Check out our
Careers Video !»Perks:
90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, annual wellness stipend, anniversary awards, and more!»Product:
Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.»Mission Driven:
We are a technology company with a passion for the mission. We're powering more effective and accountable government.Come join us and make a positive social impact!OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
#J-18808-Ljbffr