Customer Success Specialist

Company Overview:

GovSpend provides detailed federal, state, and local government purchasing data, bids, contacts, and contract information to a wide array of government vendors. We serve nearly 4,500 clients ranging from large enterprise customers to small regional vendors.

GovSpend helps our clients navigate the government selling landscape by providing them with invaluable information to better inform their bids and ultimately win more business. Our core product offering is line-item state and local government procurement and spending data, which is unique to the market and was the only solution we sold until 2018. In recent years, we have added new products including federal data via our acquisition of Fedmine, bid notifications to alert vendors of new formal spending opportunities, and detailed contact information.

Position Summary:

The Customer Success Specialist is responsible for inbound customer support and training. You will utilize exceptional communication and organizational skills while providing excellent customer service.

What you’ll do:

• Execute customer outreach as outlined in account planning exercises with the manager.
• Act as the customer point of contact for inbound service activities via email, chat, and telephone support.
• 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.

• Provide excellent customer training on all GovSpend products.
• 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.

• Other job duties as assigned to meet the business needs.

What you’ll need:

• 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.

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