What are the responsibilities and job description for the Customer Success Manager position at CATALIS?
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public.
We help Municipal Governments "Connect and Simplify Municipal Information" to make data informed decisions.
This role is pivotal in shaping and delivering an exceptional customer experience, ensuring customer satisfaction, and fostering long-term loyalty.
Key Responsibilities:
- Manage relationships with account holders and individuals
- Drive realization and utilization through training and hypercare
- Manage escalations of collections, billing issues, support issues, CSAT feedback, NPS feedback
- Identify, build, and execute a risk management and risk remediation customer plan
- Execute contract renewals with multi-year and uplift
- Conduct formal touchpoints and account reviews for customer health status tracking and management
- Manage reference relationships and maintain a customer reference list
- Training delivery and/or facilitation
This role will require travel within the United States and Canada.
Requirements:
- At least 2 years' experience as a customer success manager, preferably at a SaaS or technology company
- Bachelor's degree in business, marketing, communications, or a related field
- High agility and capability of managing many simultaneous customers, projects, and engagements
- Software industry experience preferred
Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer.
