Customer Success Manager – Procurement

Jobtailor; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking a Customer Success Manager in Atlanta, GA to lead strategic engagements with public sector clients and cross-functional teams.

You will drive customer outcomes, manage initiatives end-to-end, analyze usage data, and identify opportunities to expand product adoption while maintaining strong relationships with executives and stakeholders. The role requires communicative finesse, project management skills, and proficiency with Salesforce.

Qualifications

• Bachelor's degree in business, communications, computer science, or related field.
• 3+ years of experience in customer success, implementation, customer support, or a related field.
• Proven track record of developing and implementing successful customer experience strategies.
• Experience in project management, including the ability to manage multiple projects simultaneously.
• Proficient in Salesforce, Microsoft Office, and other relevant software applications.

Responsibilities

• Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
• Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

Skills

Customer Success Management

Project Management

Salesforce Proficiency

Customer Experience Strategy

Data Analysis

Education

Bachelor's degree in business, communications, computer science, or related field

Tools

Salesforce

Microsoft Office

Job description

• Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
• Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

Requirements

• Bachelor's degree in business, communications, computer science, or related field
• 3+ years of experience in customer success, implementation, customer support, or a related field
• Proven track record of developing and implementing successful customer experience strategies
• Experience in project management, including the ability to manage multiple projects simultaneously
• Proficient in Salesforce, Microsoft Office, and other relevant software applications.

Core Competencies

Demonstrates expertise in customer success strategies, project management, and stakeholder engagement, with a strong focus on maximizing customer value and retention. Proficient in analyzing customer data to drive upsell opportunities and enhance overall customer experience.

Highest-signal resume keywords

• Customer Success Management
• Project Management
• Salesforce Proficiency
• Customer Experience Strategy Development
• Data Analysis

Hard Skills

• Customer Success Management
• Project Management
• Data Analysis
• Customer Experience Strategy Development

Soft Skills

• Communication
• Relationship Building
• Collaboration

Industry Keywords

• Procurement SaaS
• Public Sector
• Customer Health Indicators
• NPS
• CSAT

Tools & Technologies

• Salesforce
• Microsoft Office