Maintain and expand a portfolio of customer accounts by proactively addressing needs, suggesting additional offerings, and delivering excellent service as measured by revenue retention and product usage.
Enhance overall client satisfaction, as quantified through Net Promoter Score and other feedback methods.
Deliver a smooth, top-tier customer experience across all stages of the customer journey, from onboarding to renewal.
Efficiently manage multiple clients and products, ensuring projects and tasks progress steadily.
Establish and maintain strong relationships with key client stakeholders, including senior administrators, executives, and directors, to ensure consistent engagement and value delivery.
Act as the customer advocate within the organization, collaborating with various departments including sales, expansion, services, marketing, finance, customer transactions, and operations.
Work with the Expansion Sales team to identify, qualify, and pass on expansion opportunities.
Assist the Implementation team in deploying the core product and modules with senior client stakeholders, including executives and directors.
Identify and pursue client advocacy initiatives, such as references, case studies, testimonials, event participation, and peer-to-peer networking.

Competitive

Hybrid

Public Sector

Bachelor's degree in a related field or equivalent experience.
Proven experience in customer success, account management, or a related role, preferably in the public sector.
Strong communication and interpersonal skills.
Ability to manage multiple projects and clients simultaneously.
Experience with CRM software and customer success platforms.
Knowledge of public sector procurement processes and regulations.
Ability to travel as needed to meet with clients.
Proficiency in English, additional languages are a plus.

Diligent Corporation is hiring a Customer Success Manager II, Public Sector