Job description

About GovSpend

GovSpend offers data and analytics services to entities purchasing and selling within the public sector. Focused on transparency and accountability, the company delivers vital market intelligence to aid customers in securing government business opportunities.

Mission

GovSpend aims to be the essential platform that enables organizations to identify, pursue, and win opportunities in public sector markets. Leveraging advanced technology, GovSpend provides actionable insights that support clients in making informed decisions and succeeding in government procurement. This contributes to creating a more efficient and impactful public sector environment.

Role Overview

The Customer Success Specialist is responsible for supporting and training customers, working closely with Relationship Managers to organize, prioritize, and execute client-focused initiatives. The role demands excellent communication and organizational skills to deliver outstanding customer service.

Key Responsibilities

Carry out customer outreach as planned in collaboration with your manager and assigned Relationship Managers.
Proactively encourage customer engagement and platform utilization based on account plans, usage analytics, and customer lifecycle stages.
Identify accounts with low activity or at risk, and provide targeted outreach to boost active usage, feature adoption, and platform value.
Implement customer-requested modifications, such as updating search parameters.
Stay informed about ongoing service issues including troubleshooting, screen sharing, and support sessions.
Ensure customers comply with service level agreements related to maintenance contracts.
Manage technical queries and problem resolutions, maintaining adherence to customer response SLAs.
Escalate retention-related efforts to the manager when needed.
Participate in root cause analyses and incident/problem management processes.
Consistently follow GovSpend's best practices and processes.
Conduct consultative, goal-oriented training sessions customized to each customer's objectives, ensuring actionable outcomes.
Acquire in-depth understanding of State, Local, Education (SLED), and Federal procurement processes.
Communicate clearly and professionally with customers.
Document all customer interactions thoroughly within the company CRM system and utilize internal AI tools to enhance workflow efficiency.
Perform additional duties as required to support business objectives.

Qualifications and Skills

Bachelor's degree is preferred, although relevant work experience can substitute.
At least one year of experience in call center or support center roles.
Excellent interpersonal, facilitation, listening, and relationship-building capabilities.
Strong understanding of market research, data collection, and analytical techniques.
Effective verbal communication skills.
Capability to manage multiple priorities simultaneously.
Strong problem-solving skills and ability to resolve issues timely.
Self-driven and able to work independently towards established goals.