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Position Summary:
Customer Success Manager (CSM) is responsible for day-to-day interactions with GovDocs’ customers. The CSM serves as a trusted advisor, building strong relationships and ensuring clients receive a high-quality experience throughout their journey with GovDocs. This role focuses on client engagement through regular conversations and program reviews, driving product adoption, and supporting internal teams to drive client success and organizational growth.
Flexible Work Model:
We believe that the best way for us to grow is through a work environment that provides flexibility. Currently, our employees work together in our Eagan, MN, office two days a week, where interactions happen with higher frequency and effectiveness to tackle complex problems. This supports collaboration, team engagement, and business innovation. At the same time, we value the benefits of working from home three days a week, where employees have more focused, uninterrupted time with minimal distractions for dedicated project and productive work.
Job Title: Customer Success Manager
Reports to: Manager, Customer Success
Status: Regular Full-Time
Base Salary Range: $55,000 – $60,000
Best Places to Work:
GovDocs was named one of the 2024 Best Places to Work by the Minneapolis/St. Paul Business Journal!
Being named an honoree was no easy feat, as they received over 300 nominations for this year’s award. GovDocs was one of the top-scoring Minnesota businesses honored in the medium company category (50-250 employees) for creating a fun, challenging, and rewarding workplace.
Read more about GovDocs as Best Places to Work 2024 here: https://bizj.us/1qlh8s
Responsibilities:
- Build and maintain customer relationships for assigned portfolio of accounts by providing a high degree of customer service, ensuring client engagement and satisfaction.
- Conduct program reviews and hold regular conversations with clients to assess goals, measure outcomes, and ensure alignment with GovDocs’ products and services.
- Drive adoption and effective use of GovDocs products and tools to maximize client value and outcomes.
- Identify client needs and provide feedback internally to ensure GovDocs’ products and services continually evolve to meet customer expectations.
- Support the renewal process where needed by coordinating with the Renewal Specialist and ensuring clients have the information, resources, and support necessary for a smooth experience.
- Collaborate with the Sales team in building strong strategic and business relationships to identify new opportunities and organically grow business from existing customers.
- Work with the Customer Success team to bring best practices and process efficiencies to the group that create a better experience for the team and our clients.
Qualifications:
- Proven experience delighting customers and a history of building effective relationships
- Exceptional client communication skills; calm under pressure
- Ability to always think two steps ahead, multi-task, and thrive in a fast-paced/high volume environment
- Possess extremely strong client communication skills
- Skilled in CRM and order entry/fulfillment tools
- Strong sense of urgency and ability to anticipate needs
- Are motivated by results of the customer and company
- Have a high sense of urgency
- Enjoy collaborating cross-departmentally including Sales, Product, Marketing, Finance, and Operations
- Your peers at previous workplaces will remark on how good you are at your job
- 2-5 years of customer success management experience in a professional services company
Key Competencies:
- Client Relationship Management: Ability to build trust, credibility, and long-term relationships with clients.
- Communication & Facilitation: Strong verbal and written communication skills; skilled in leading client conversations and program reviews.
- Product Knowledge & Advocacy: Deep understanding of GovDocs products and tools with the ability to drive adoption and demonstrate value.
- Problem-Solving & Critical Thinking: Anticipates client needs, resolves issues proactively, and provides solutions that align with business goals.
- Collaboration & Teamwork: Works seamlessly across departments to ensure client success.
- Organizational Skills: Manages multiple priorities and accounts in a fast-paced environment with accuracy and urgency.
Success Metrics:
- Client Engagement: Frequency and quality of client conversations and program reviews.
- Product Adoption: Increased use of GovDocs products and tools across assigned accounts.
- Client Satisfaction: High satisfaction ratings and positive client feedback.
- Retention Support: Effective collaboration with the Renewal Specialist leading to smooth renewal processes.
- Growth & Expansion: Identification and referral of upsell or cross-sell opportunities to Sales.
- Internal Collaboration: Positive feedback from cross-functional teams on contributions and teamwork.
Who You Are:
- You lead by example and share your passion to inspire those around you for growth. You are authentic, driven and positive.
- You possess emotional intelligence and empathy. You have a good sense of humor, are self-aware and self-critical, but not arrogant. You handle interpersonal dynamics with grace.
- You do more than the minimum to achieve outstanding results by being hands-on and rolling up your sleeves now and again when it’s necessary.
- You thrive in a growth-oriented company by embracing and adapting to changes easily. You are open-minded and flexible.
- Your clear communication fosters understanding and collaboration. You express ideas effectively but are also an active listener.
Company Description:
GovDocs serves companies in building and executing their employment law compliance programs in two primary ways:
- Employment Law Posting Update Program: We manage all the complexities of identifying and providing the required set of employment law postings from the 1,700+ potential postings across the U.S. and Canada. Using proprietary technology, we allow companies to manage, track and verify postings at each of their locations – including our patent pending PosterCheck technology. Our Employment Law Posting Update service is used by almost 22% of the Fortune 500 and 30% of the Fortune 100.
- Employment Law Compliance Software Solutions: This is a first to market Software-as-a-Service starting with our Minimum Wage product and Paid Leave products, which allow companies to identify and track which laws apply to their locations and employees, then provides all relevant data to make decisions. This service was created in response to requests from some of our largest customers who recognized that employment law expansion across and variances between jurisdictions (Federal, State and Local) were too difficult to manually track.
GovDocs has grown revenue annually by 18% since 2008 with a 96% customer retention rate, primarily due to our Postings Update Program both obtaining and retaining customers – as employment law postings are required by law, every company has an existing provider. Our Software Solutions are an entirely new line of business that gives us great growth potential to create a full Employment Law Compliance (ELC) platform of solutions, it is also challenging us to reinvent how we view urgency, innovation and teamwork.
You must be authorized to work in the United States. Immigration or work visa sponsorship will not be provided. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Compensation:
This position is critical to the success of our business and the compensation package will be commensurate with candidate’s experience and skills. This role will include a base salary and performance-based incentives. Benefits include; paid vacation, paid volunteer time, paid holidays, medical insurance, dental insurance, vision insurance, flexible spending account, health savings account, group life insurance, voluntary life insurance, group short-term disability, group long-term disability, critical illness insurance, accident insurance, hospital indemnity insurance, a matching 401(k), employee assistance programs, pet health insurance, and value-added programs.
Apply here: govdocs.com/application