Customer Success Manager - USG

Babel Street is the trusted technology partner for the world’s most advanced identity intelligence and risk operations. We deliver advanced AI and data analytics solutions providing unmatched, analysis-ready data regardless of language, proactive risk identification, 360-degree insights, high-speed automation, and seamless integration into existing systems. Babel Street empowers government and commercial organizations to transform high-stakes identity and risk operations into a strategic advantage.  The actionable insights we deliver safeguard lives and protect critical assets around the world.  Babel Street is headquartered in Reston, Virginia, with regional offices in Boston, MA and Cleveland, OH, and international offices in Australia, Canada, Israel, Japan, and the U.K. For more information, visit www.babelstreet.com. 

As a Customer Success Manager supporting Babel Street’s public sector client base, you will be part of an agile team that is playing a critical role in growing our business.  In this role you will serve as a vital partner to our customer, helping to retain and grow our current business and enhance the value we provide to our customer base.  The right candidate for this role is adept at working with our customer base and ensuring that our solutions are directly contributing to their current and upcoming initiatives.  Professionalism, strong work ethic, adaptability and the ability to handle varying conversations are key to your success and the success of the company.

What You’ll Do:

• Maximize net dollar retention through proactive engagement and management of clients with adherence to our Customer Journey.
• Develop deep understanding of customer's mission – from the strategic level to the functional level – in order to develop and drive strategic account plans.
• Drive continuous value with customers throughout their lifecycle, starting with onboarding and continuing through retention and account growth.
• Assist customers in training to maximize their success while utilizing our solution, coordinate and marshal internal expertise and resources to help customers achieve their goal, and generally serve as the customers’ champion.
• Sustain existing and build new relationships with key stakeholders at various levels of seniority throughout the customers’ organization.
• Be eager to learn, committed to getting 1% better everyday and be open to feedback.

What you’ll bring:

• 3+ years' experience in Customer Success or Account Management roles supporting Public Sector / USG / or DoD customers in high-growth, B2B technology companies.
• Active security clearance a benefit but not mandatory
• Prior experience increasing customer satisfaction, adoption and retention.
• Proven ability to drive complex, cross functional projects
• Superior communication skills, with the ability to engage a wide range of business audiences, from senior business leaders to software developers.
• Excellent project management and analytical skills
• Business –level fluency with enterprise software and AI concepts
• Excellent time management skills for self and others
• Ability to work remotely and travel

Requirements:

• Handles complex issues and problems and refers only the most complex issues to higher-level staff.
• Possesses comprehensive knowledge of subject matter.
• Willingness to travel 20-30% to customer locations (pending observation of government-instituted travel restrictions)
• Understanding of MS Office and accounting management tools like SFDC or equivalents are important

Benefits at Babel Street (just to name a few...)

• Health Benefits: Babel Street covers 90-100% monthly premium costs for Medical, Dental, Vision, Life & Disability insurances – for you and your family!
• Retirement Plans: Babel Street offers both a Traditional and Roth 401(K) with a very competitive match.
• Unlimited Flexible Leave: We trust our employees to manage their own time and balance their personal and work lives.
• Holidays: Babel Street provides employees with 12 paid Federal Holidays
• Tuition Reimbursement: We are committed to investing in our employees. One way we do that is with our Tuition Reimbursement Program for continuing education.