Job Description

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Customer Success Manager (Remote)

Full Time Professional TX, US

Job Summary:

As a member of the Customer Success team, you are responsible for delivering end-to-end renewal execution through partnership with our Business Unit (BU) leads and the extended account team. Our Customer Success Managers (CSM) are passionate, skilled, and knowledgeable in the areas of renewal strategy, deal architecture, customer negotiation and along with having the ability to work in close collaboration with our product and legal teams.

As a CSM, you are the face of Neumo for our customers and critical to cementing our customer base and their success. You are responsible for interfacing with customers on Neumo’s behalf to negotiate commercial terms and drive incremental revenue in collaboration with the field sales team.

We value open dialogue and continuous improvement; and in this role we encourage you to voice your feedback to drive improvements within the business. At Neumo, we love our customers and our team’s mission is to reach #Quest4Zero each and every quarter: ZERO churn, ZERO lost, and ZERO slipped renewals.

Duties and Responsibilities:

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets. Spearhead renewal negotiations and drive incremental revenue.
• Connect with customers regularly both virtually and in-person to become a trusted advisor. Establish strong relationships based on knowledge of customer requirements and commitment to value. Encourage all accounts to become Neumo references.
• Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies.
• Establish customer acumen - actively understand each customer’s needs, strategic growth plans.
• Possess knowledge of Neumo contract terms and conditions and understand and deploy negotiation methods that are mutually beneficial to Neumo and our customers. Leverage internal Neumo resources to navigate contract creation, pricing, closing and bookings.
• Leverage Neumo Solutions - be proficient in and bring all Neumo offers to bear on sales pursuits including industry solutions, LOB solutions and technology/consulting/business process outsourcing solutions. Understand Neumo’s competition and effectively position solutions against them.
• Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline. Keep pipeline current and moving up the pipeline curve. Leverage support organizations including Marketing, IAE’s, Partners and channels to funnel pipeline into the assigned territory.
• Orchestrate resources: deploy appropriate teams to execute winning product and service deployment including both Neumo and Partner resources.
• Ensure account teams (and Partners) are well versed in each account’s strategy and well positioned for all customer touch points and events. Maximize the value of all sales support organizations.
• Maintain CRM system with accurate customer and pipeline information. Enthusiastically support all Neumo promotions and events in the territory.
• Understand state and local government management and sales and marketing serving the public sector.
• Knowledgeable in commercial metrics and forecasting principles.
• Perform other duties as assigned.

Education and Experience:

• Proven work experience (3+ years) as a Client Success Manager, Customer Success Manager, Account Manager, Key Account Manager, or relevant role related to renewals, primarily to public sector, state and local government accounts.
• Experience in sales operations and/or contract negotiation a plus.

Knowledge, Skills and Abilities:

• Proven track record in business application software and service sales across industries.
• Demonstrated success with large transactions and lengthy sales campaigns in a fast-paced, consultative, and competitive market.

The noise level in the work environment is usually moderate, as the employee works in an office setting, at an individual work station, using telephone and computer.

Physical Demands:

• Must be able to remain in a stationary position for most of the day.
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine.
• This position needs to occasionally move about inside the office.
• The person in this position frequently communicates via telephone.

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four consecutive years as a GovTech 100 Company, representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization, and with a responsive, client-focused approach, fosters partnerships that give customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and is looking for team members who will thrive in a dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

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