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Overview
The Customer Success Manager has a strategic and supportive role within the Procurement Customer Success team at Euna Solutions, reporting to the Manager of Customer Success. You will be responsible for ensuring that our B2B SaaS customers in the public sector achieve their desired outcomes and realize the full value of our product. By understanding customer business needs, you will develop and implement strategies to help them achieve their goals and build strong, long-lasting relationships with key stakeholders. You will collaborate with cross-functional teams to ensure customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions.
Responsibilities
Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
Communicate confidently with executives, project managers, business analysts, end users, and key stakeholders, leading regular customer meetings.
Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys.
Attend and assist with webinars and events, connecting with customers and expanding the customer community.
Experience
Bachelor's degree in business, communications, computer science, or related field.
1+ year of experience in customer success, implementation, customer support, or a related field.
Proven track record of developing and implementing successful customer experience strategies.
Experience in project management, including the ability to manage multiple projects simultaneously.
Proficient in Salesforce, Microsoft Office, and other relevant software applications.
Location This position will be hybrid with 3 days/week in our Atlanta, GA or Oakville, ON office.
What It’s Like to Work at Euna Solutions At Euna Solutions, we foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.
Here are some of the perks that Euna employees enjoy:
Competitive wages: We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.
Wellness days: 2 extra days off in the summer to extend long weekends to decompress and enjoy time doing the things you love.
Community Engagement Committee: Our committee looks for ways to give back to local communities through time, gifts, and skills.
Flexible work days: We work with you to ensure a fit for you and the specific role you’re interested in.
Benefits: Ask us for a copy of our health and dental benefits.
Culture committee: The team hosts frequent events for holidays and special occasions to keep the culture engaging.
About Euna Solutions Euna Solutions is a leading provider of purpose-built, cloud-based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration. Euna Solutions supports more than 3,400 organizations across North America in building trust, enabling transparency, and driving community impact. We are recognized on Government Technology’s GovTech 100 list. To learn more, visit www.eunasolutions.com.
Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages: https://www.linkedin.com/company/eunasolutions/
We embrace diverse perspectives and are committed to an accessible interview process. If accommodations are needed during the hiring process, please let us know. For inquiries or accessibility requests, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755.
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Responsibilities
Develop a deep understanding of our Procurement SaaS product and its use cases in the public sector.
Communicate confidently with executives, project managers, business analysts, end users, and key stakeholders, leading regular customer meetings.
Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
Monitor customer health indicators, respond to potential risk factors for customer retention, and facilitate churn mitigation calls.
Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys.
Attend and assist with webinars and events, connecting with customers and expanding the customer community.
Experience
Bachelor's degree in business, communications, computer science, or related field.
1+ year of experience in customer success, implementation, customer support, or a related field.
Proven track record of developing and implementing successful customer experience strategies.
Experience in project management, including the ability to manage multiple projects simultaneously.
Proficient in Salesforce, Microsoft Office, and other relevant software applications.
Location This position will be hybrid with 3 days/week in our Atlanta, GA or Oakville, ON office.
What It’s Like to Work at Euna Solutions At Euna Solutions, we foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.
Here are some of the perks that Euna employees enjoy:
Competitive wages: We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.
Wellness days: 2 extra days off in the summer to extend long weekends to decompress and enjoy time doing the things you love.
Community Engagement Committee: Our committee looks for ways to give back to local communities through time, gifts, and skills.
Flexible work days: We work with you to ensure a fit for you and the specific role you’re interested in.
Benefits: Ask us for a copy of our health and dental benefits.
Culture committee: The team hosts frequent events for holidays and special occasions to keep the culture engaging.
About Euna Solutions Euna Solutions is a leading provider of purpose-built, cloud-based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration. Euna Solutions supports more than 3,400 organizations across North America in building trust, enabling transparency, and driving community impact. We are recognized on Government Technology’s GovTech 100 list. To learn more, visit www.eunasolutions.com.
Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages: https://www.linkedin.com/company/eunasolutions/
We embrace diverse perspectives and are committed to an accessible interview process. If accommodations are needed during the hiring process, please let us know. For inquiries or accessibility requests, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755.
#J-18808-Ljbffr