Manager of Customer Success - Procurement

Description

The Manager, Procurement Customer Success, is a leadership role within the Procurement Customer Success team at Euna Solutions, reporting to the Senior Director of Customer Success.

As Manager, Procurement Customer Success, you will be responsible for ensuring that our Enterprise B2B SaaS customers in the public sector successfully achieve their desired outcomes and realize the full value of our product. By working closely with customers to understand their business needs, you will develop and implement strategies to help them achieve their goals and build solid and long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receives the best possible service and support across all touchpoints in their partnership with Euna Solutions. As the leader of the Procurement Customer Success team, you will take point on training and supporting CSM team members on software features and functionality related explicitly to Procurement customer processes and needs. You will assist team members, leading customer meetings with a consultative approach, where subject matter expertise on software and public sector verticals is required. In addition, you will assist in leading CS-related projects and provide insight to team members on their projects.

Responsibilities

• The role of Manager, Procurement Customer Success, will also cover some Enterprise customer accounts, as business requirements dictate.
• This role will entail direct team supervisory functions for the Procurement Customer Success team.
• Develop a deep understanding of our Procurement B2B 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 and Quarterly Business Reviews to monitor progress, identify issues, and address concerns.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service and assist CSMs with the same.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering. Take a consultative approach to demonstrate software features on a customer call and communicate those findings to Account Management.
• Assisting CSMs with customer calls as the subject matter expert, leading with a consultative approach to demonstrate software features and functionality as needed and specific to public sector vertical expertise.
• Monitor customer health indicators and respond to potential risk factors for customer retention.
• Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys.
• Attend and/or lead customer-focused webinars, and events, connecting with customers to expand our customer community.
• Manage, organize, and facilitate User Group meetings, contribute as a subject matter expert, leading panels and topic sessions, providing content and agendas, and working with Marketing to promote and encourage engagement/participation.
• Conduct live training webinars, demonstrating software features and functionality, and assist other CSMs in preparing and conducting the same.
• Identify and execute business strategies and lead projects that contribute to the department and organizational key objectives, including renewals/retention, revenue growth, references, increased utilization, feature adoption, and overall product optimization.

Experience

• Bachelor's degree in business, communications, computer science, or related field.
• Government experience in Procurement management or administrative capacity is a plus.
• 5+ years of experience in customer success leadership, customer support, or a related field.
• 5+ years of experience managing people directly.
• 5+ years of experience working with public sector customers in a B2B SaaS environment.
• 5+ years working and understanding public sector finance, procurement, or other vital functional processes and regulations.
• 5+ years of experience in a technical role with a proven ability to learn software programs quickly and effectively.
• 5+ years in software, client implementation, training, and demonstration experience.
• 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, CRM Ticketing tools, and other relevant software applications.
• Experience in a startup or fast-paced environment.

Qualities

• Excellent communication, presentation, and interpersonal skills.
• Strong leadership, analytical and problem-solving skills.
• Ability to work independently and as part of a cross-functional team.
• Highly organized, self-driven and proactive.
• Friendly and engaging, professional with an empathetic and caring approach.
• Willingness to travel as needed to meet with customers.

What It's Like to Work at Euna Solutions

At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of the perks that Euna employees enjoy:

💵Competitive wages

We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.

🧘‍♀️Wellness days

What’s better than a long weekend? An extra-long weekend! At Euna we offer our employees an extra day twice a year to decompress and spend time doing the things you love!

🙌Community Engagement Committee

At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

🕰Flexible time and remote work

We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s a fit for you and the specific role you’re interested in.

💰Benefits

Ask us for a copy of our health and dental benefits!

🎉Culture committee

Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions® is a leading provider of purpose-built, cloud-based solutions that power critical administrative functions and financial operations for the public sector. Euna Solutions offers trusted, easy-to-use solutions for procurement, payments, grant management, budgeting, permitting, and special education administration that are trusted to increase operational efficiency, transparency, collaboration, and compliance. Working with more than 3,000 government and public sector organizations across North America, Euna Solutions strives to build trust and enable transparency in our communities. Euna Solutions is recognized on Government Technology’s GovTech 100 list, an annual list of the top 100 companies focused on, making a difference in and selling to state and local government agencies across the U.S. To learn more, visit www.eunasolutions.com.

We believe in embracing new perspectives and optimizing If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.

For any inquiries or requests regarding accessibility at Euna Solutions, please email gty@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.