GovPilot is looking for talented, naturally curious and persistent individuals with excellent relationship-building, discovery, and communication skills. The ideal candidate will have a proven track record of on-boarding new and nurturing existing customers as well as familiarity with (or ability to quickly learn) the nuances of the SaaS adoption. If you enjoy staying on your toes, are adaptable and resourceful, you will fit right into an environment where your opinion counts.
Become a GovPilot expert being able to act as a resource for our customers
Manage the full customer life-cycle from Onboarding to Renewal
Ensure successful adoption of the GovPilot platform; hold on site trainings as necessary
Monitor health metrics to identify and effectively mitigate churn and growth risks.
Communicate effectively across channels (video, email, phone) to overcome growth/expansion challenges while simultaneously identifying and facilitating/closing upsell opportunities when applicable.
Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives.
Develop strong relationship and serve as a single point of contact for all activities and escalations. Coordinate all the resources necessary to resolve issues and promote success.
Perform recurring business reviews to establish critical goals or other key performance indicators and aid the customers in achieving these goals.
Ensure client specific operational practices are implemented and adhered to including clients with compliance requirements.
For new and added services, work with the GovPilot Onboarding team to understand clients’ technical requirements and monitor/project manage their implementation.
Serve as a customer advocate - gather and determine the implications of customer feedback on product needs
A true passion for customers and customers’ success
Minimum 5 years working as a Service Delivery Manager (or in a similar capacity as a Program Manager or Technical Project Manager or Customer Success Manager) dealing with SaaS, Infrastructure Engineering, Support or Network Operations.
Track record of driving customer value/satisfaction, managing customer escalations, balancing customer expectations, and negotiating successful resolutions
Strong IT background
Bachelor’s degree in a related field, or equivalent work experience
Analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
Excellent individual and group presentation, written, and oral communication skills
Strong interpersonal skills and experience initiating and building positive relationships
Ability to function in a rapidly changing environment and comfort with ambiguity
This role may require some travel to clients ( < 50%)
What’s in it for you?
Competitive salary and benefits packages commensurate with experience
Work on a dynamic, growing team
Get in early on a high-growth startup
Free office snacks and coffee
GovPilot is a cloud-based Government Management Platform. GovPilot allows governments to replace antiquated paper processes with digital automation. By incorporating a digital environment, local governments can operate at increased efficiency levels. GovPilot unifies fragmented departments and data to facilitate better communication between elected officials, employees and the public to promote more informed decision-making.