Senior Customer Success Manager, Public Sector
About The Position
The Senior Customer Success Manager, Public Sector is a highly motivated and commercial minded individual that coordinates successful end-to-end customer lifecycle management to ensure long-term satisfaction, accelerated net retention, NPS, product usage and referrals. The Senior Customer Success Manager is a naturally collaborative individual who thrives in a customer focused environment and has had proven success in partnering directly with leaders of large multi-national companies in solving their governance challenges using our product offerings. This will be Senior Customer Success Manager role that specifically engages with Public Sector agencies, accounts and partners.
Requirements
- 5-7 years of Customer Success, Account Management or Post-Sales experience required.
- Public Sector experience required.
- Track record of over-achieving quota.
- A passion for collaboration and a deep understanding of the technology involved in SaaS.
- Excellent Project Management expertise and experience.
- Outstanding communication skills, both written and verbal.
- Strong Presentation skills and experience working with C-Level Executives and Directors.
- Strong technical focus and detailed knowledge of Microsoft Office Applications.
- Superb personal organizational skills to ensure all client commitments are met.
- Customer focused. Able to deliver extremely high levels of customer satisfaction.
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
- Commercial acumen - see and build on the potential for growth of clients.
Responsibilities
- Seamless project management through all phases of the customer relationship, including managing the users of Diligent’s applications; the Board Directors and Corporate Executives.
- Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Diligent’s products and services to then be passed to the Expansion Sales team.
- Provide excellent customer experience for all accounts by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.
- Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
- Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products.
- Ability to successfully manage multiple clients and products in an organized and meticulous manner.
- Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).
Benefits
- Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
