About the job
Customer Success Manager
Location: Remote (U.S.-based)
Type: Full-Time
Clearance: Must pass FBI fingerprint and background check in multiple states.
Overview: At GovWorx, we are revolutionizing the hiring, training, and retention processes of public safety agencies through innovative AI solutions and intelligent automation. As a Customer Success Manager, you will be an essential ally to our clients, ensuring that they derive maximum value from our solutions post-onboarding.
This position combines 9-1-1 solution configuration, consulting, business analysis, and customer advocacy, focusing on cultivating long-term relationships. The perfect candidate will possess experience in 9-1-1 QA, training, or operations, alongside exceptional communication and analytical skills, and a commitment to enhancing operational excellence across the 9-1-1 sector.
Key Responsibilities
Consulting & Business Analysis
Needs Assessment: Analyze customer workflows, challenges, staffing models, and KPIs to propose customized platform configurations and best practices.
Process Optimization: Guide agencies in refining operational processes using GovWorx tools to enhance efficiency and consistency.
Data Analysis & Insights: Assess analytics and reporting to offer actionable recommendations and strategic insights for agency decision-makers.
Technical Support & Customer Advocacy
Escalation Management: Serve as the main escalation point for operational or technical issues, collaborating with Product and Engineering teams to ensure timely resolutions.
Ongoing Consultation: Facilitate regular review meetings to evaluate solution performance, identify potential improvements, and foster long-term agency success.
Customer Advocacy: Act as the internal voice of the customer, relaying feedback and needs to Product, Engineering, and Sales teams to influence future development priorities.
Relationship & Renewal Management
Account Health Monitoring: Oversee metrics such as engagement, platform usage, evaluation volume, training participation, and satisfaction to proactively manage risks.
Renewal Preparation: Collaborate with customer success teams to strategize account renewals and ensure ongoing customer satisfaction.

