The Opportunity

The Customer Success Manager has an advanced strategic and supportive role within the Euna Budget Customer Success team, reporting to the Manager of Customer Success.

As Customer Success Manager, you will ensure that our B2B SaaS customers in the public sector successfully achieve their desired outcomes and realize our product's full value. By working closely with customers to understand their business needs, you will develop and implement strategies to help them achieve their goals and build solid, long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receives the best possible service and support across all touchpoints in their partnership with Euna Solutions. As an advanced CSM, you will take a strong lead in supporting CSM team members and managing and managing additional CS-related projects and critical customer touchpoints.

Experience

• Bachelor's degree in business, communications, computer science, or related field.
• Government experience in a financial or administrative capacity.
• 3+ years of experience in customer success, 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, CRM Ticketing tools, and other relevant software applications.

Responsibilities

• The role of the CSM will potentially serve both the Emerging customer market segment and the Mid-Market segment, as business requirements dictate.
• Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users, and critical 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 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 and communicate those findings to Account Management.
• Monitor customer health indicators and respond to potential risk factors for customer retention.
• Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys.
• Attending and leading customer-focused webinars and events, connecting with customers to expand our user community.
• Manage, organize, and facilitate User Group meetings, providing content and agendas, and working with Marketing to promote and encourage engagement/participation.
• Conduct live training webinars, demonstrating software features and functionality.
• Identify and execute business strategies and lead projects that contribute to the department and organizational objectives, including managing key partner relationships, event co-ordinations, customer community/engagement, renewals/retention, revenue growth, references, increased utilization, feature adoption, and overall product optimization.

Location

This position will be remote within Canada or the US.

What It's Like to Work at Euna Solutions

At Euna Solutions, we carefully 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

What’s better than a long weekend? An extra-long weekend! This summer let's begin and end the summer with an extra day on top of the long weekend (July and Sept)! An extra day to decompress and spend time doing the things you love.

? Community Engagement Committee

At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

? Flexible time and remote work

We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we’ll work with you to ensure it’s 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

Celebrate at every occasion with the culture team! They make sure that our team’s culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions® is a leading provider of purpose-built, cloud-based solutions that power critical administrative functions and financial operations for the public sector. Euna Solutions offers trusted, easy-to-use solutions for procurement, payments, grant management, budgeting, permitting, and special education administration that are trusted to increase operational efficiency, transparency, collaboration, and compliance. Working with more than 3,000 government and public sector organizations across North America, Euna Solutions strives to build trust and enable transparency in our communities. Euna Solutions is recognized on Government Technology’s GovTech 100 list, an annual list of the top 100 companies focused on, making a difference in and selling to state and local government agencies across the U.S. 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 believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.

For any inquiries or requests regarding accessibility at Euna Solutions, please email recruiting@eunasolutions.com or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.