Customer Success Manager

The Customer Success Manager plays a critical role in customer retention and satisfaction by effectively communicating our corporate value proposition to assist in driving new functionality and community engagement to existing customers. This position is responsible for maintaining ongoing relationships with customers by providing detailed knowledge and understanding on how to best use CivicPlus products.  This role is also responsible for educating customers on usability of current functionality, possibilities for engaging citizens, new module availability, opportunity generation, and leading a variety of virtual customer meetings.   We’re excited to hire a new Customer Success Manager who can:  

• Maintain the retention of existing customer base with high level of satisfaction.
• Clearly and succinctly communicate the company’s value proposition via remote meetings, phone calls, and through email.
• Perform demonstrations of modules or new functionality.
• Provide customers resources to promote best practices for product use.
• Identify new sales opportunities during customer interactions.
• Complete communications with assigned customers in required timeframe.
• Analyze and compile accurate responses for customer requests.
• Act as an escalation point for customer feedback or concerns.  

There is no perfect candidate, but we are looking for: 

• Strong persuasive, analytical and interpersonal skills.
• Strong and consistent phone presence.
• Customer-focused with ability to anticipate customer needs and concerns.
• Ability to prioritize multiple tasks / deadlines.
• Must have professional level written and oral communication skills.
• Ability to have tough conversations that balance the needs of our customers and company.

*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements! We offer competitive salary and benefits packages, including health insurance, retirement plans, flexible time off, and a commitment to Diversity, Equity, Inclusion, and Belonging. If you are passionate about technology and want to make a meaningful impact in your community, we’d love to hear from you. We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve, and we recognize that diverse and inclusive teams lead to more innovation and better financial returns. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Compensation and Benefits:

• Estimated Salary Range: $47,400 to $65,400 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Potential Variable Pay-  Based on set goals
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

 What is our hiring process?

• Introductory Call with a member of our Talent Acquisition team.
• First Interview with the Hiring Manager
• Second Interview- Panel Interview with up to 4 CivicPlus Team Members
• Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
• Offer

Please note that the specifics of this process may vary based on the position you're applying for. About CivicPlus:CivicPlus® is a trusted technology company dedicated to empowering government staff and powering exceptional digital experiences for residents. With a comprehensive suite of solutions that combine to form THE modern Civic Experience Platform, we strive to create one-stop, frictionless, interactions that delight residents and help staff collaborate and work efficiently. As a result, government administrations that choose CivicPlus realize greater trust and satisfaction among their community members. Backed by over 25 years of experience and leveraging the insights of more than 850 team members, our solutions are chosen by over 10,000 customers and are used daily by over 340 million people in the U.S. and Canada alone. PLEASE NOTE: CivicPlus is currently unable to provide visa sponsorship for this position. Applicants must be authorized to work in the US. Employment Practices

• CivicPlus is proud to be an Equal Employment Opportunity employer. At CivicPlus, we celebrate an