The Opportunity
The Manager, Customer Success is a leadership role within the Customer Success team at Euna Solutions, reporting to the Director of Customer Success. As the Manager, Customer Success on the procurement team, you will be responsible for leading a team of Customer Success Managers, an extremely dedicated and passionate group, working together towards the common goal of providing an exceptional customer experience. Your excellence in leadership will play a vital role in our team’s success. You will understand, communicate, and manage the expected outcomes of the Customer Success team, building on strategies and delivering department metrics and KPIs. In addition, you will be responsible for developing and implementing customer experience programs, analyzing customer feedback and data, and making recommendations to enhance the customer experience.
Working closely with other departments, you will incorporate customer feedback into all aspects of the business, set performance targets for the team, and ensure they meet or exceed these performance targets. You will report on the success of customer success strategies and make recommendations for continuous improvement. You will also manage a small portfolio of high-profile customers, establishing a trusted advisor relationship and ensure continued awareness in the value of their investment Euna Solutions, ensuring that our B2B SaaS customers are successful in achieving their desired outcomes and realizing the full value of our product.
Working closely with customers, you will understand business needs, develop, and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions. Leading by example in all aspects noted above, you will build merit, strong relationships, and maintain high levels of customer satisfaction, positive health scores and high retention rates for your team’s book of customers. Experience
- Bachelor's degree in business, communications, computer science, or related field.
- 5 + years of experience in customer success, customer support, or a related field.
- 5+ years of experience working with public sector customers in a B2B SaaS environment.
- Understanding of public sector finance, procurement or other key functional processes and regulations.
- 5 + years of experience in public sector with specific vertical experience such as working with Government, Higher Educations, K-12, Healthcare or Not for Profit organizations.
- Proven track record of leading successful customer success strategies and teams.
- Ability to learn software programs quickly and effectively.
- 5 + years in software, implementing, training and/or demonstration experience.
- Experience in project management, including the ability to manage multiple projects simultaneously.
- Proficient in Salesforce, Microsoft Office, CRM Ticketing tools and other relevant software applications.
- Experience in a startup or fast-paced environment.
Responsibilities
- Lead a team of Customer Success Managers towards the common goal of providing an exceptional customer experience, driving them to exceed customer expectations and continuously improve product adoption.
- Continue to grow the team, hiring, onboarding/training and assigning team members to projects and customers.
- Maintain team culture and connection and continued success through regular meetings and group events.
- Ensure continuous customer coverage and expertise on the team by managing vacation coverage, encouraging cross training, and providing opportunities for the team to continue to learn and grow.
- Ensure strategies are in place to manage the complete customer lifecycle, from assign new customers to CSMs, as Sales closes new opportunities, ensuring transitions through implementation to support are successful and ongoing risk factors are addressed to ensure customer retention.
- Increase customer growth opportunities through increased product adoption, retention, and expansion strategies.
- Define and optimize customer lifecycle with initiatives to improve engagement, monitor your teams’ customer touchpoints and work with team to follow-up on NPS surveys.
- Act as the first escalation point for your team working to mitigate risk and reduce churn.
- Identify and foster new business growth through increasing advocacy and referenceable customers.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
- Assist team with managing, organizing and facilitating User Group meetings.
- Work with Marketing and Learning & Adoption to create a regular schedule of live webinars, demonstrating software features and functionality.
- Identify and execute business strategies that contribute to the department and organizational key objectives.
- Work closely with senior management to align customer success strategies with overall business objectives.
- Provide regular reports and updates to senior management on customer success metrics, including retention, renewal, and expansion rates.
- Periodically travel required to meet with customers and for company on-site meetings.
Qualities
- Excellent communication, presentation, and interpersonal skills.
- Strong leadership, analytical and problem-solving skills.
- Ability to work independently and as part of a cross-functional team.
- Highly organized, self-driven and proactive.
- Friendly and engaging, professional with an empathetic and caring approach.
LocationThis position will be remote within the US or Canada.What It's Like to Work at Euna Solutions At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement. Here are some of the perks that Euna employees enjoy: 💵 Competitive wages We pay competitive wages and salaries, and we only expect an honest 40-hour week for it. 🧘♀️ Wellness days What’s better than a long weekend? An extra-long weekend! Twice a year, Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love. 🙌 Community Engagement Committee At Euna, we know how important it is to give back.
Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills. 🕰 Flexible time and remote work We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in. 💰 Benefits Ask us for a copy of our health and dental benefits! 🎉 Culture committee Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun. About Euna Solutions Euna Solutions® is a leading provider of purpose-built, cloud-based solutions that power critical administrative functions and financial operations for the public sector.
Euna Solutions offers trusted, easy-to-use solutions for procurement, payments, grant management, budgeting, permitting, and special education administration that are trusted to increase operational efficiency, transparency, collaboration, and compliance. Working with more than 3,000 government and public sector organizations across North America, Euna Solutions strives to build trust and enable transparency in our communities. Euna Solutions is recognized on Government Technology’s GovTech 100 list, an annual list of the top 100 companies focused on, making a difference in and selling to state and local government agencies across the U.S.
To learn more, visit www.eunasolutions.com. Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you.
Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. For any inquiries or requests regarding accessibility at Euna Solutions, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.
