Customer Success Manager, OpenGov
West Region
2-3 days a week in office
Cloud ERP software for the public sector
Job no longer available
Cloud ERP software for the public sector
501-1000 employees
Job no longer available
2-3 days a week in office
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- 4-8 years of experience in Customer Success Management within a fast-growing company
- Ability to adapt to a rapidly changing product and respond strategically to customer needs
- Proven experience working at SaaS companies and solutions
- Strong 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 more
- Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plusExceptional presentation, organizational, and communication skills (both written and verbal)
What the job involves
- Within the Customer Success function, the Customer Success Management (CSM) team is the one responsible for maintaining and growing the business relations between us and our customers
- This Customer Success Manager (CSM) 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 maximize value to the customer
- 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 40-50 government customers in California
- Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
- Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
- Monitor customers’ health, usage, and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutions
- Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
- Develop 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-face
- Understand 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 usage
- Compliment key product discussions by gathering and communicating customer feedback and feature requests
- Occasionally travel to meet customers in person, identify expansion opportunities, manage upsells on your own, and coordinate/tee up cross-sell with sales executives
Our take
As the world digitises, governments must innovate their operations to deliver the highest standard of service. OpenGov offers cloud software products to help governments manage performance, improve budgeting, and visualise operational intelligence, as well as providing comprehensive open data.
OpenGov is the leader in local government software. Its cloud-based products, which aided a number of public agencies through the pandemic, include citizen services, procurement, budgeting and planning capabilities - made comprehensive by a series of strategic acquisitions. The company's coherent and integrated software solution significantly reduces the stress on government systems, allowing them to work smarter and better for their citizens.
OpenGov serves over 1,600 governments across the US, and continues to secure new clients. It also has made several partnerships towards improving its range of services which will enable it to remain a powerful tool for governments wishing to digitally transform.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2022
$50m
LATE VC
Oct 2021
$50m
LATE VC
Total funding: $228m
Company benefits
- Work from anywhere
- Unlimited vacation
- Mission-driven colleagues
- World-class healthcare
- Professional development
Company HQ
China Basin, San Francisco, CA
Leadership
Zachary Bookman
(Co-Founder & CEO)Prior to co-founding OpenGov, was a Principal for Formation 8 and a Special Advisor with ISAF in Afghanistan, focusing on rule of law and governance.
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