What are the responsibilities and job description for the Customer Success Advocate for Municipalities position at CATALIS?
As a Customer Success Manager at Catalis, you will play a critical role in shaping and delivering an exceptional customer experience. Your responsibilities will include managing relationships with both account executives and individual contacts, driving realization and utilization through training and hypercare, and facilitating client handoffs between teams.
You will also be responsible for managing escalations of collections, billing issues, support issues, CSAT feedback, and NPS feedback. Additionally, you will identify and execute risk management and risk remediation customer plans, execute contract renewals with multi-year uplifts, and conduct formal touchpoints and account reviews for customer health status tracking and management.
Travel within the United States and Canada may be required for this role. To succeed, you will need at least 2 years' experience as a customer success manager, preferably in a SaaS or technology company. A bachelor's degree in business, marketing, communications, or a related field is also required.
A high level of agility and the capability to manage many simultaneous customers, projects, and engagements are essential skills for this role. You will be working in a fast-paced environment and will be expected to adapt quickly to changing priorities and deadlines.
