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Associate Customer Success Manager

OpenGov

OpenGov

Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Saturday, June 15, 2024
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!
Join our smart, fun, and humble team to experience the most rewarding career of your life!
Job Summary:
As a Customer Success Associate at OpenGov, you'll play a pivotal role in supporting our government customers, ensuring they derive maximum value from our solutions. This entry-level position offers an excellent opportunity to gain hands-on experience in customer success while working closely with senior team members.

Responsibilities:

  • Provide personalized support to a designated group of 50-80+ government customers, focusing on individual customer needs.
  • Collaborate with senior Customer Success Managers to drive product adoption, user engagement, and program expansion.
  • Build and nurture strong relationships with assigned customers, serving as their trusted advisor and advocate for OpenGov solutions.
  • Address customer inquiries promptly and escalate complex issues to senior team members for resolution.
  • Monitor customer health and usage data using documented best practices and business systems to identify areas for improvement and ensure maximum customer value.
  • Develop a comprehensive understanding of the value and use cases of the OpenGov product suites and effectively communicate to optimize customer product adoption.
  • Gather valuable customer feedback and feature requests to contribute to product development discussions.
  • Collaborate with internal teams, including Professional Services, Sales, Solution Engineering, Customer Marketing, Customer Success Engineering, Support, and Product & Engineering to ensure we are successful in delivering value to our customers through successful customer onboarding, training, ongoing support, adoption, subscription renewals, and growth.
  • Occasionally travel to meet customers in person, when applicable.
  • Follow all established best practices and operational cadences in the management of customer accounts and assigned territories.

Requirements and Preferred Experience:

  • Bachelor's degree in Business Administration, Marketing, or a related field (or actively pursuing).
  • 0-2 years of experience in customer service, account management, or a related field (prior experience in SaaS a plus).
  • Strong communication and interpersonal skills.
  • Ability to follow established processes, procedures, and operational cadences.
  • Demonstrated ability to work collaboratively in a team environment.
  • Strong organizational skills.
  • Eagerness to learn and grow in the field of Customer Success.
  • Note: This role requires specific instruction and supervision on most tasks, with opportunities for growth and development under the guidance of senior team members.
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.
» 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.