Customer Success Specialist

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🕒 Julho 29

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GovSpend

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

💼 Consultoria

📦 Logística

🏛️ Governo

💰 Private Equity Round em 2021-03

Consulting • Logistics • Government

A GovSpend é uma empresa que fornece dados e análises de compras governamentais para organizações que compram e vendem no setor público. Com foco em transparência e responsabilidade, eles oferecem insights baseados em dados para os setores federal, estadual, local e de educação para ajudar a garantir mais contratos governamentais. A GovSpend oferece plataformas como GovSpend e Fedmine que agregam e processam dados para fornecer insights abrangentes para uma melhor tomada de decisão no mercado público. Eles atendem vendedores, contratantes, contratantes federais e consultores oferecendo inteligência de mercado crítica, ferramentas de licitação/RFP e capacidades de análise competitiva.

Descrição

• Execute customer outreach as outlined in account planning exercises with your manager and assigned Relationship Manager(s). • Proactively drive customer engagement and platform adoption through targeted outreach aligned to account plans, usage trends, and lifecycle stage. • Identify low-usage or at-risk accounts and execute tailored outreach to increase active users, feature adoption, and overall platform value. • Execute the processing, and implementation of customer changes, including performing modifications on searches per customer requests. • Maintain awareness of ongoing service matters including, troubleshooting, screen sharing, and support sessions. • Help to ensure customer compliance levels are met in accordance with all maintenance contracted service level agreements. • Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs. • Escalate appropriate retention efforts to their manager. • Participate in Root Cause Analysis including incident and problem management activities. • Ensure that GovSpend’s best practices and methodologies are adhered to on a consistent basis. • Deliver consultative, outcome-driven training sessions tailored to customer goals, ensuring customers leave with actionable results. • Dedicate yourself to becoming well-versed in the SLED and FED procurement processes. • Clearly and professionally communicate with customers. • Thoroughly document all interactions with customers in the Company’s CRM and leverage internal AI tools to drive efficiency. • Other job duties as assigned to meet the business needs.

🎯 Requisitos

• Bachelor’s degree preferred. • Proven work experience will be considered in lieu of a degree. • 1+ year of call center or support center experience. • Strong interpersonal, facilitation, listening, and relationship-building skills. • Thorough understanding of market research, data collection, and analysis. • Excellent verbal and strong communication skills. • Ability to prioritize and handle multiple requests concurrently. • Ability to problem-solve and bring a timely resolution to issues. • Ability to work independently and to be self-motivated based on pre-defined goals.

🏖️ Benefícios

• Professional development opportunities