Public Sector Client Success Manager

InvestedintheMission; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Mark43 is seeking a Customer Experience Manager to serve as the client’s voice, advocate for their needs, and help drive adoption and satisfaction across our product offerings. The role blends pre- and post-implementation duties with on-site client engagement and virtual collaboration.

You will learn client workflows, become their trusted advisor, and partner with Support, Account Management, Implementation, Product, and Engineering teams to resolve issues and improve processes.

Qualifications

• 5-10 years of account management, customer success, consulting, project management, and/or customer success experience.
• Four-year university/college degree preferred.
• Proven experience participating in a complex project from start to finish.
• Knowing when to problem solve independently or with teammates.
• Outstanding written and oral communication skills with clients.
• Detail oriented with ability to document and track tasks.
• Ability to multitask and work on multiple projects concurrently.
• Willingness to travel 50-80% and work from client sites.

Responsibilities

• Advocate for the client to ensure their needs are met.
• Engage in pre-implementation activities to establish relationships and domain expertise.
• Perform post-implementation tasks on-site with clients within a dynamic CX team.
• Collaborate with Customer Support, Account Management and Implementation teams for a smooth post-implementation experience.
• Learn and understand clients' workflows and become their trusted advisor.
• Maintain records of client meetings, tasks, and deliverables.
• Nurture relationships with power-users and influencers at client sites.
• Track user feedback to influence product roadmap and communicate product issues.
• Distribute and drive completion of client surveys and manage client NPS outcomes.
• Collaborate internally to solve complex problems in a fast-paced environment.
• Work with first responders and contribute to process improvements for customer satisfaction.

Skills

Account management

Customer success

Project management

Communication

Travel willingness

Cross-functional collaboration

Education

Bachelor's degree

Job description

Mark43 is seeking a Customer Experience Manager to serve as the client’s voice, advocate for their needs, and help drive adoption and satisfaction across our product offerings. The role blends pre- and post-implementation duties with on-site client engagement and virtual collaboration.

You will learn client workflows, become their trusted advisor, and partner with Support, Account Management, Implementation, Product, and Engineering teams to resolve issues and improve processes.