OpenGov
Sr. Customer Success Manager
OpenGov, Atlanta, Georgia, United States, 30383
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 Employer.Join our smart, fun, and humble team to experience the most rewarding career of your life!Job Summary:
The Senior Customer Success Manager will work closely with customers, account executives, product leadership, and field leadership to proactively improve customer health for retention/renewal, ensure churn prevention, and identify expansion opportunities for an assigned customer base. The role will be primarily responsible for net retention and renewals of the assigned region/segment.Responsibilities:
Direct ownership of customer's enterprise usage, support resolution, and renewalsPartner with sales leadership on expansion opportunitiesQuickly develop thorough knowledge of company products and customer verticals, including local, state, special districts, non-profits, higher education, and school districtsProactively identify additional customer stakeholders and connect with them for placement of additional products and increased usage of OpenGovWork cross-functionally with our leadership, account executive, sales development, marketing, product, and customer service teams to deliver outstanding resultsComplete OpenGov's in-depth on-boarding and sales/management training to become an expert in OpenGov's messaging, products and services, and unique sales approachBe able to manage and advocate across a large list of accounts and maintain customer satisfaction by ensuring timely resolution and escalation of customer service issuesTravel to meet customers in person, and organize local/regional user groups to accelerate value and expansionRequirements and Preferred Experience:
5+ years of account management, customer success, or sales experience required; within a technology or finance/accounting environment with a complex product or service preferredExtremely effective, empathetic communicator, listener, and relationship builderProven track record of consistent over-achievement based on set quarterly goalsTechnologically adept and business acumen focused with outstanding communication both written and oral, negotiation, and presentation skillsStrong computer skills including G-Suite (Docs, Sheets, Slides), Microsoft Office, and Salesforce preferredStrong interpersonal skills and a track record of building collaborative relationships, especially at an executive level and with cross-functional organizationsBachelor's degree required (sales training methodologies preferred, Graduate Degree is a plus)Ability to travel when requiredOn 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.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.Perks:
Comprehensive medical, dental, and vision coverage for you and your family. New parents get paid leave to welcome your new bundle of joy into your family. Plus, a wellness stipend for gym memberships/fitness classes for medical plan enrollees, employer HSA contribution, and lunch in-office every Wednesday.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.
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The Senior Customer Success Manager will work closely with customers, account executives, product leadership, and field leadership to proactively improve customer health for retention/renewal, ensure churn prevention, and identify expansion opportunities for an assigned customer base. The role will be primarily responsible for net retention and renewals of the assigned region/segment.Responsibilities:
Direct ownership of customer's enterprise usage, support resolution, and renewalsPartner with sales leadership on expansion opportunitiesQuickly develop thorough knowledge of company products and customer verticals, including local, state, special districts, non-profits, higher education, and school districtsProactively identify additional customer stakeholders and connect with them for placement of additional products and increased usage of OpenGovWork cross-functionally with our leadership, account executive, sales development, marketing, product, and customer service teams to deliver outstanding resultsComplete OpenGov's in-depth on-boarding and sales/management training to become an expert in OpenGov's messaging, products and services, and unique sales approachBe able to manage and advocate across a large list of accounts and maintain customer satisfaction by ensuring timely resolution and escalation of customer service issuesTravel to meet customers in person, and organize local/regional user groups to accelerate value and expansionRequirements and Preferred Experience:
5+ years of account management, customer success, or sales experience required; within a technology or finance/accounting environment with a complex product or service preferredExtremely effective, empathetic communicator, listener, and relationship builderProven track record of consistent over-achievement based on set quarterly goalsTechnologically adept and business acumen focused with outstanding communication both written and oral, negotiation, and presentation skillsStrong computer skills including G-Suite (Docs, Sheets, Slides), Microsoft Office, and Salesforce preferredStrong interpersonal skills and a track record of building collaborative relationships, especially at an executive level and with cross-functional organizationsBachelor's degree required (sales training methodologies preferred, Graduate Degree is a plus)Ability to travel when requiredOn 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.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.Perks:
Comprehensive medical, dental, and vision coverage for you and your family. New parents get paid leave to welcome your new bundle of joy into your family. Plus, a wellness stipend for gym memberships/fitness classes for medical plan enrollees, employer HSA contribution, and lunch in-office every Wednesday.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.
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