Customer Success Representative

Freddie Mac; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company specializing in software for the public sector is seeking a Customer Success Representative to deliver exceptional client service in their Business Services division. The role focuses on providing software support, resolving client issues, and conducting training sessions both virtually and on-site. Candidates should possess strong communication skills and a proactive service-oriented mindset.

Qualifications

• Experience providing software support and/or training to end users.
• Strong interpersonal and communication skills.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Serve as the main point of contact for client inquiries and issues.
• Build and maintain strong relationships with clients.
• Accurately document all client interactions in client management systems.

Skills

Client service

Problem-solving

Communication

Analytical skills

Education

Diploma or Bachelor's Degree in Information Technology, Business Administration, Public Administration

Tools

ServiceHub

Monday.com

Azure DevOps

Job description

Position: Customer Success Representative

Division: Business Services

Company: Civix

Civix delivers software and services to transform the public sector, including solutions in the elections, ethics, business registration, and grants administration areas. Our name represents our civic commitment to helping clients succeed, because when they do, it enables them to make a positive impact in the lives of the people they serve.

Civix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to our clients. We pride ourselves on our innovation, commitment to customer success, and operational excellence.

Our Business Services solutions help governments interact effectively, efficiently and seamlessly with business customers. Civix is looking for a Customer Success Representative to join our team within the Business Services division -someone who thrives in a client-facing role, enjoys problem-solving, and is passionate about supporting users throughout their software journey.

Position Summary

The Customer Success Representative provides comprehensive software support and technical assistance to our state agency clients. This role is responsible for diagnosing and resolving client issues in a timely, professional manner-working independently or collaboratively with team members to ensure effective resolution and client satisfaction

Key Responsibilities

• Serve as the main point of contact for client inquiries and issues related to Civix Business Services software.
• Build and maintain strong relationships with clients, earning their trust and representing Civix's core values.
• Respond to client inquiries and resolve issues promptly, communicating solutions clearly via email and phone.
• Accurately document all client interactions in designated client management systems to ensure transparency and effective issue tracking.
• Manage and prioritize open support cases in accordance with established policies and service levels.
• Assess technical issues and escalate to senior staff or appropriate departments when additional expertise is required.
• Collaborate with internal teams, departments, and divisions on matters related to supported software applications.
• Engage with clients to understand their processes and provide informed guidance on business requirements.
• Conduct minor business analysis independently or with team members to evaluate and implement client update requests.
• Translate client requirements into clear, actionable items for the development team if needed.
• Partner with software developers to troubleshoot and resolve technical issues.
• Perform quality assurance (QA) and testing of software updates and system enhancements.
• Develop and maintain user-facing documentation and training materials.
• Deliver end-user training on system functionality, both remotely and in person.
• Travel to client sites to conduct in-person training sessions (must meet U.S. entry requirements).

Requirements

Required Skills & Experience

• A strong passion for delivering exceptional client service
• Proven experience providing software support and/or training to end users
• Excellent interpersonal and communication skills, with the ability to build rapport and convey technical concepts clearly
• Strong organizational skills with the ability to manage and prioritize multiple tasks in a fast-paced, technical environment
• Solid analytical and problem-solving abilities
• Ability to work independently as well as collaboratively within a team setting
• Consistently maintains a positive, professional demeanor under pressure
• Exceptional written, verbal, and phone communication skills
• A proactive, can-do attitude with a strong service-oriented mindset
• Willingness and ability to travel to the United States, as required

Preferred Qualifications

• Experience working with state government agencies.
• Familiarity with tools such as ServiceHub, Monday.com, and Azure DevOps
• Experience collaborating in an agile software development environment

Education

• Diploma or Bachelor's Degree in a relevant field (e.g., Information Technology, Business Administration, Public Administration, or a related discipline).
• Equivalent combination of education and relevant work experience may be considered