Description:

Munetrix is seeking a full-time Municipal Customer Success Manager (CSM) to develop and maintain strong customer relationships with a list of assigned accounts in which they “own” the customer account from the point when the initial sales closes through the rest of the customer lifecycle. This includes villages, townships, cities, counties, and regional councils of government. The CSM serves as the main point of contact for the customer post sale and facilitates client success – implementation planning, onboarding, training, ongoing touch points, renewal and expansion. CSMs are assigned to specific territories and work closely with other cross-functional members of the territory team, including sales, marketing, and engineering. They also contribute to internal projects as a member of cross-functional teams to support business development and growth initiatives.

Your Impact:

Own the post-sale implementation and renewal process for assigned customer accounts, both for the subscription period and the customer life cycle.
Facilitate the customer onboarding, implementation, training, customer support, renewal and expansion process for assigned accounts.
Serve as the post-sale main point of contact for assigned accounts.
Provide ongoing service and support while managing customer expectations and implementing action plans where needed; resolve customer issues and develop best practices to mitigate future issues; recommend additional products and services (in partnership with sales) based on customer needs and program evaluation.
Follow the Munetrix customer implementation process and keeps records in CRM software and other platforms, up-to-date, within the prescribed timeframes.
Facilitate the annual City Village Township Revenue Sharing Reporting (CVTRS) our County Incentive Program (CIP) process for customers each Fall.
Maintain in-depth knowledge of Munetrix products, services and processes. Stays up-to-date with ongoing product development and releases. Maintains up-to-date knowledge of industry trends.
Effectively manage expectations and timelines with internal stakeholders. Demonstrate initiative, is respectful, conduct self in a professional demeanor, and have excellent verbal and written communication skills.
Travel to client sites, conferences or other events when required, which may involve overnight travel, and dresses professionally for customer facing interactions – both virtual and in-person.
Demonstrate prudent fiscal responsibility with travel expenses to stay within budget limits and submits travel expenses for reimbursement in a timely manner.
Participate in cross-functional matrix teams, for internal projects/initiatives focusing on business growth and development of the company.
Perform other duties upon request.

About You:

Bachelor’s degree in business, government administration, political science, accounting, finance, or education.
1-3 years of experience in client success or account management work experience in a govtech, edtech, or Saas company.
Experience with virtual meeting and webinar platforms, the Microsoft Office suite, navigating online business solutions and CRM platforms.
Highly motivated with excellent verbal and written communication, presentation, and problem-solving skills.
Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timelines.
Ability to adapt and work collaboratively with colleagues and staff in a fast-paced, results-driven, team orientated environment.
Ability to work in multiple settings, including at home, customer locations, etc.
Maintain the ability and availability to travel up to 2-3 nights per week with travel up to 50% to the time, which includes driving and maintaining a valid Driver’s License in state of residence with a clear driving record.

Bonus Points:

Additional work experience within local government or a public school district
Master’s degree

Why Munetrix:

Munetrix is an industry leader in education data management tools and performance analytics applications. We partner with K-12 school districts and municipalities to transform their data into actionable insights. We are a team of mission-driven former educators, data scientists, and industry disruptors who are taking the company to its next stage of growth---and we’re looking for like-minded individuals to join us in our quest. Our flexible work environment values the importance of bringing diverse backgrounds and interests to the collaboration process. At Munetrix, you’ll get the opportunity to redefine a category.

Our benefits include:

Medical, dental, and vision insurance
Short and long term disability insurance (100% covered)
401K with match up to 3.5% of salary
10 paid holiday
17 PTO days (annually)
Incentive compensation plan offered

While the job is remote with some travel, it does require the candidate reside in the state of Michigan.

Non-Discrimination Policy:

Munetrix, LLC is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Munetrix, LLC also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability.

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Municipal Customer Success Manager