Manager of Customer Success, Euna Solutions
Digitization for the public sector
Posted today
Digitization for the public sector
201-500 employees
Posted today
201-500 employees
Company mission
To supercharge the public sector through digitization, further inspiring trust and confidence in technology to help agencies run more easily and seamlessly connect with their communities.
Role
Who you are
- Bachelor's degree in business, communications, computer science, or related field
- 5 + years of experience in customer success, customer support, or a related field
- 5+ years of experience working with public sector customers in a B2B SaaS environment
- Understanding of public sector finance, procurement or other key functional processes and regulations
- 5 + years of experience in public sector with specific vertical experience such as working with Government, Higher Educations, K-12, Healthcare or Not for Profit organizations
- Proven track record of leading successful customer success strategies and teams
- Ability to learn software programs quickly and effectively
- 5 + years in software, implementing, training and/or demonstration experience
- Experience in project management, including the ability to manage multiple projects simultaneously
- Proficient in Salesforce, Microsoft Office, CRM Ticketing tools and other relevant software applications
- Experience in a startup or fast-paced environment
- Negotiation skills
- Excellent communication, presentation, and interpersonal skills
- Strong leadership, analytical and problem-solving skills
- Ability to work independently and as part of a cross-functional team
- Highly organized, self-driven and proactive
- Friendly and engaging, professional with an empathetic and caring approach
What the job involves
- The Manager, Customer Success is a leadership role within the Customer Success team at Euna Solutions, reporting to the Director of Customer Success
- As the Manager, Customer Success on the procurement team, you will be responsible for leading a team of Customer Success Managers, an extremely dedicated and passionate group, working together towards the common goal of providing an exceptional customer experience.
- Your excellence in leadership will play a vital role in our team’s success
- You will understand, communicate, and manage the expected outcomes of the Customer Success team, building on strategies and delivering department metrics and KPIs.
- In addition, you will be responsible for developing and implementing customer experience programs, analyzing customer feedback and data, and making recommendations to enhance the customer experience.
- Working closely with other departments, you will incorporate customer feedback into all aspects of the business, set performance targets for the team, and ensure they meet or exceed these performance targets.
- You will report on the success of customer success strategies and make recommendations for continuous improvement
- You will also manage a small portfolio of high-profile customers, establishing a trusted advisor relationship and ensure continued awareness in the value of their investment Euna Solutions, ensuring that our B2B SaaS customers are successful in achieving their desired outcomes and realizing the full value of our product.
- Working closely with customers, you will understand business needs, develop, and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders.
- You will also collaborate with cross-functional teams to ensure that your profile of customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions.
- Leading by example in all aspects noted above, you will build merit, strong relationships, and maintain high levels of customer satisfaction, positive health scores and high retention rates for your team’s book of customers
- Lead a team of Customer Success Managers towards the common goal of providing an exceptional customer experience, driving them to exceed customer expectations and continuously improve product adoption
- Continue to grow the team, hiring, onboarding/training and assigning team members to projects and customers
- Maintain team culture and connection and continued success through regular meetings and group events
- Ensure continuous customer coverage and expertise on the team by managing vacation coverage, encouraging cross training, and providing opportunities for the team to continue to learn and grow
- Ensure strategies are in place to manage the complete customer lifecycle, from assign new customers to CSMs, as Sales closes new opportunities, ensuring transitions through implementation to support are successful and ongoing risk factors are addressed to ensure customer retention
- Increase customer growth opportunities through increased product adoption, retention, and expansion strategies
- Define and optimize customer lifecycle with initiatives to improve engagement, monitor your teams’ customer touchpoints and work with team to follow-up on NPS surveys
- Act as the first escalation point for your team working to mitigate risk and reduce churn
- Identify and foster new business growth through increasing advocacy and referenceable customers
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Assist team with managing, organizing and facilitating User Group meetings
- Work with Marketing and Learning & Adoption to create a regular schedule of live webinars, demonstrating software features and functionality
- Identify and execute business strategies that contribute to the department and organizational key objectives
- Work closely with senior management to align customer success strategies with overall business objectives
- Provide regular reports and updates to senior management on customer success metrics, including retention, renewal, and expansion rates
- Periodically travel required to meet with customers and for company on-site meetings
Our take
Public sector companies consist of many moving parts, that run the risk of being siloed or cut off from one another. Euna Solutions provides a suite of cloud-based products that help to digitize and therefore streamline the processes of these companies. Working with more than 3000 organisations, Euna’s mission is to "supercharge" the public sector.
Euna’s suite of products covers the digitization of grants, procurement, budgeting, payment, and permitting process technologies, addressing a wide range of problems that slow down the processes of public and government sector organisations. Its products also address transparency, collaboration, and compliance issues within these markets. The company is cited on the GovTech 100 list, evidencing the effectiveness of its products.
The company is clearly in good health, having recently acquired EquaLevel, a cloud-based procure-to-pay software company, which will energise Euna’s procurement products. Since hiring a new Chief Customer Officer, the company is using 2024 to focus on customer experience, planning to use iterative feedback loops to fortify its support for the public sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- We believe in leaving work at work, so our team members can focus their full attention on doing the things that energize them after hours
- We offer a dynamic environment with plenty of opportunities for professional growth and advancement
- Our dedicated learning and development program helps team members level up their skills and prepare for the next stage of their career
- We offer competitive benefits, including health, dental, and 50% RRSP for Canadian employees and a 401K matching program for U.S. employees
- Flex time and remote work - or you can choose to work at one of our beautiful office locations in North America
- Our culture committee works hard to build a workplace where the people are prioritized as much as performance
- Frequent virtual and in-person events help us celebrate those special occasions or just inject a little levity and fun into the work week
Company values
- Supporting customers
- Optimising Impact
- Recognising each other
- Embracing new perspectives
Company HQ
River North, Chicago, IL
Articles
Leadership
Tom Amburgey
(CEO, not founder)Previously CEO at Civix and GCR Inc, as well as Geberal Manager at CentralSquare Technologies and Superion.
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