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Customer Success Technical Account Manager
Posted on 7/5/2022
INACTIVE
Locations
Chicago, IL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Management
Marketing
Research
Requirements
  • 5+ years of experience with implementing, supporting, managing, tracking, and reporting on SaaS products
  • Experience working with ERP web service integrations
  • Experience working with government customers is preferred
  • Strong technical aptitude - Ability to grasp technical concepts and understand the capabilities, impacts, and potential risks of implementing proposed solutions, and be able to articulate them to Customers
  • Experience with customer support case management tools
  • Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company
  • Excellent interpersonal, human relations, written, verbal, and listening communication skills
  • Strong negotiation skills; can influence all levels of the organization and is skilled at leading others to action on key initiatives
  • Excellent analytical, problem-solving, organizational, time management, and prioritization skills
  • The ability to absorb new technologies and features quickly
  • A team player attitude, working across the organization and company to continue improving the way we serve our customers
Responsibilities
  • Work directly with customers to research, troubleshoot, and resolve technical solutions/issues in a timely manner; including, but not limited to re-configuration of OpenGov products
  • Partner cross-functionally with Customer Management, Product, Marketing, and Professional Services to drive strategic product adoption across the customer base
  • Drive product usage through consultations and one-on-one training sessions
  • Partner with the Renewals and Customer Management teams to ensure renewals and churn prevention
  • Provide scoping of post-deployment services and support
  • Manage the technical issues for Premium Support Customers and assist with prioritizing all open requests and upcoming projects
  • Support our Premium Support Customers with configuration work such as COA clean-up, data upload troubleshooting, and template troubleshooting using purchased agile service hours
  • Build an internal use-case-driven knowledge base on how to drive more value for customers
  • Effectively prioritize and escalate customer issues as required
  • Testing new software functionality and actively providing product feedback
  • Collaborating with cross-functional teams to meet company goals and solve customer problems
  • Provide information, support, direction, and problem-solving to the teams, as needed, in a manner that provides positive solutions, and if needed, adjust current processes to improve the delivery, coordination, or quality of the projects
  • Provide visibility, reporting, and key metrics around key organizational initiatives
  • Build an internal knowledge base on how to support our customers more self-sufficiently, efficiently, and effectively
Desired Qualifications
  • Previous experience as a Customer Success Manager
  • Working knowledge of accounting and budgeting principles
  • Government budgeting/finance experience
OpenGov

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
Benefits
  • Competitive Salary
  • Work from Anywhere
  • Unlimited Vacation
  • Mission-Driven Colleagues
  • World-Class Healthcare
  • Professional Development
  • Family Matters
  • Amazing Customers
Company Core Values
  • We do what we say we'll do
  • We have passion for the mission
  • We drive for customer impact