Customer Success Manager (Contract through December 31, 2026)

Dominion Voting Systems

About The Position

The Customer Success Manager role started on a simple promise of transforming customer engagement from ‘reactive’ to ‘proactive’. Our CSM’s know that when our elections customers purchase Dominion Voting products that this is only the start of a meaningful exchange between Dominion Voting and our customers. Our CSM’s build value over time by balancing customer benefits and company profits. As the CSM, you will be the first voice of the customer and you will be responsible for the customer’s overall success, as defined by the customer. You will be successful in this role if you have superb people leadership skills, customer empathy, elections knowledge and experience, Dominion Voting product knowledge, and excellent project management skills.

Requirements

Bachelor’s degree is preferred.
10+ years of professional business experience involving customer success management in the technology and/or government industries is required.
Has the proven ability to develop meaningful & long-lasting customer relationships.
Can develop an understanding of, and an anticipation of, our customer and their elections needs.
Can balance overall profitability of an account while increasing lifetime contract value for our customers.
Can resolve customer issues in a judicious manner.
Demonstrates keen attention to the proper cadence of customer contact.
Can comfortably navigate the gap between sales and service, Dominion Voting interests and our customers’ interests, and product expertise and customer insight.
Will work as a trusted partner to our customers, ensuring they derive maximum value from our products and services.
Is an excellent communicator both internally and customer facing who relishes delivering results and meeting timelines.
Promptly responds to all customer and internal communications, proactively follows up as needed to confirm requested action was taken and effectively addressed.
Ability and willingness to travel up to ~50% of the time will be required.
Has a valid and active full driver’s license.

Nice To Haves

5+ years of elections industry experience is preferred.

Responsibilities

Identify the customer’s desired outcome and bring Dominion Voting resources to bear to deliver those outcomes.
Design a well thought out customer-centric election support framework that enables a successful customer experience, overseeing the entire post-sale lifecycle of our contracts with elections officials and their staffs.
Advocate for customer needs by working with internal partners to identify and address any issues, judiciously and expediently escalate support issues and/or response to any red flags.
Work to develop a strong partnership, to ensure customers are finding continuing value in our products & services, achieving their success metrics, and proactive anticipating and mitigating potential risks.
Collaborate with Customer Success Managers, Product Support, Sales, Development, and Project Managers to deliver results.
Establish a trusted and strategic advocacy relationship with our customers.
Drive customer success by walking customers through their set-up process and adoption phases, including conducting demos, trainings, and being an available resource.
Manage day-to-day processes of the customer lifecycle, keeping parties (internal and external) consistently up-to-date on developments.
Project management coordination as needed; handles multiple tasks, switching priorities and focuses as needed while following Dominion best practices
Collect and analyze field, election, and equipment performance data to enable better data driven decisions.
Actively contribute to departmental and company goals.
Manage customer profile in Salesforce, ensuring current and accurate information.
Assists the Accounting and Sales departments with Accounts Receivables.