Customer Success Specialist

Company Overview:

Gov Spend provides data and analytics to organizations buying and selling in the public sector. With transparency and accountability at the center of what we do, we strive to place critical market intelligence into the hands of our customers so they can win more government business.

At Gov Spend, our vision is to be the indispensable system of action that powers how organizations discover, pursue, and win opportunities in the public sector marketplace. Through our cutting-edge technology and platform, we harvest the data and produce the insights that enable our clients to make data-driven decisions and thrive in the dynamic landscape of government procurement. Together, we shape a more efficient, informed, and impactful public sector ecosystem.

The Customer Success Specialist is responsible for customer support and training and will work directly with front line Relationship Manager(s) to organize, prioritize, and execute on client related initiatives. You will utilize exceptional communication and organizational skills while providing excellent customer service.

• 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 Gov Spend’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.

• 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.