*This post was created on behalf of one of Bravado’s clients.
Our client is revolutionizing how local governments interact with their communities by introducing a generative AI-powered platform tailored to public engagement and service delivery. Their innovative search and chat tools provide residents with 24/7 access to critical information, enabling them to:
- Submit requests seamlessly through intuitive online forms.
- Track progress in real time for better transparency and accountability.
On the backend, Our client's workflow automation technology optimizes operations by automating handoffs and processes between government staff. This dual approach improves efficiency, enhances service delivery, and saves valuable time for both residents and local government employees.
With its cutting-edge, user-focused platform, Our client is setting a new standard for technology-driven civic engagement, empowering governments to serve their communities more effectively and efficiently.
Location: United States of America (Remote)
Responsibilities:
- Lead the onboarding process for new government clients, ensuring a smooth transition to client's platform. Provide training and resources to help users effectively utilize the AI-powered tools and workflow automation features.
- Serve as the primary point of contact for assigned clients, building strong and trusted relationships. Act as an advocate for customers within the client, ensuring their voices are heard and their concerns addressed.
- Drive engagement with our client's platform, ensuring clients maximize the value of its features. Analyze usage data to identify opportunities for greater adoption and provide tailored recommendations.
- Proactively address challenges or issues, working with internal teams to provide quick resolutions. Troubleshoot technical or workflow-related problems and offer practical solutions.
- Collaborate with sales and account management teams to identify upsell and renewal opportunities. Develop and execute strategies to retain clients and strengthen long-term partnerships
- Collaborate with product and engineering teams to relay customer feedback and influence platform enhancements. Provide insights to leadership about client trends, pain points, and emerging needs
- Track and report on customer success metrics, such as engagement rates, satisfaction scores, and retention rates. Provide regular updates to clients on the impact and outcomes of using our client's platform.
- Develop tailored success plans for clients, outlining objectives, timelines, and expected outcomes. Anticipate future needs and guide clients toward expanded use of the platform’s features.
- Organize and conduct workshops, webinars, or one-on-one sessions to educate clients about new features. Create resources such as guides, tutorials, and FAQs to empower users.
- Represent the voice of the customer in internal discussions and strategy meetings. Advocate for the adoption of our client's platform across additional departments or agencies within the client organization.
Qualifications:
- Bachelor’s degree in business, communications, public administration, or a related field. Equivalent experience in lieu of formal education may also be considered.
- 2–4 years of experience in a customer success, account management, or client-facing role, preferably in SaaS, technology, or public sector environments. Proven ability to manage and grow relationships with clients, ideally in B2G (Business-to-Government) or similar industries.
- Excellent verbal and written communication skills to effectively engage with clients and internal teams. Ability to present complex concepts in a clear, concise, and customer-friendly manner.
- Familiarity with AI-powered tools or workflow automation systems is a plus. Basic understanding of data analytics to track customer engagement and success metrics.
- Strong problem-solving skills with the ability to anticipate client challenges and address them proactively. Demonstrated ability to work cross-functionally with product, engineering, and sales teams.
- Passion for delivering exceptional customer experiences and driving client satisfaction. Proven ability to balance client needs with organizational goals.
- Strong organizational and time-management skills to handle multiple clients and projects simultaneously. Attention to detail and ability to prioritize tasks effectively.
- Comfortable working in a fast-paced, evolving environment, especially within startups or growing companies. Self-starter with a proactive attitude and a willingness to take ownership of customer success initiatives.
- Ability to analyze customer data to measure success, identify patterns, and recommend actionable improvements. Experience tracking customer satisfaction metrics such as NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score).
- Experience working with local governments, public sector agencies, or civic engagement tools is highly desirable. Familiarity with public administration workflows and processes is a strong advantage.
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