Customer Success Manager- Public Sector

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions

This role is responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. The Customer Success Manager oversees a larger territory focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities.

We are recruiting for a Customer Success Manager to join our Public Sector team. This role is responsible for cultivating and maintaining strong customer relationships, delivering value through consultative guidance, and ultimately ensuring that all client needs are met, resulting in strong customer engagement and satisfaction. The Customer Success Manager oversees a larger territory focusing on customer engagement and proactive communication, while also participating in shared team responsibilities.
 

Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have an expert understanding of our product offerings, our clientele, and our internal processes.

What You'll Do:

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption. 
• Serve as primary contact for all accounts in your book of business. 
• Conduct regular business reviews to measure and achieve success against customer goals. 
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business. 
• Work cross-functionally and with customers to ensure state law requirements are met through products and trainings. 
• Identify and escalate major product issues, client concerns, and retention risks. 
• Host best practices webinars and office hours on a rotating schedule. 
• Participate in the User Acceptance Testing as requested by senior leadership. 
• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles. 
• Contribute to team projects as directed by leadership. 
• Serve as point of escalation for customer care issues. 
• Thoroughly understand your product, including independently providing demonstrations to customers. 
• Identify, document, and resolve issues that occur including assisting junior team members with problem solving. 
• Lead your platform team of Customer Success Manager colleagues in prioritizing open customer issues, ensuring clear documentation of those issues for visibility to the wider team. 
• Actively participate cross-functionally to prioritize product issues based on maximizing retention of the broader customer base, including articulating solutions that capture synergies to address needs of multiple customers. 
• Work as a liaison between your book of business, your platform’s broader customer base, and internal technical teams to drive action that directly contributes to customer satisfaction, retention, and upsell 
• In response to new product releases, lead the development and deployment of customer-facing documentation, release communication, and how-to knowledge to ensure successful adoption of new features. 
• Drive the improvement or new development of practices that improve customer awareness and utilization of Vector’s platforms. 

Requirements

• 5-7 years’ experience in a customer-facing, service-oriented position focusing on relationship management. 
• Bachelor’s degree in a related field 
• Knowledge of risk pools and partnerships is preferred. 
• Experience with Public sector, including Fire and Law Enforcement. 
• Ability to manage projects with complex, larger organizations. 
• Knowledge of state specific laws related to products, training requirements, and compliance. 
• Ability to perform in a self-managed environment. 
• Excellent interpersonal skills needed to develop strong business relationships with clients. 
• Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additio