Lead Customer Success Manager

Summary

The job is for a Lead Customer Success Manager - Public Sector at Tines, a workflow automation platform. The role involves managing and expanding the company's presence within the public sector, specifically State, Local, Federal agencies, and related public-private partnership organizations. The ideal candidate should have 10-12+ years of experience in technical account management or similar roles, with at least 4+ years working with government agencies/Public Sector.

Requirements

• 10-12+ years of experience in a technical account management, program/project management, leadership roles, customer success, or post-sales role at a technology company or government agency
• 4+ years of experience working with government agencies / Public Sector, either directly or through contractors/service providers

Responsibilities

• Aligning with customer stakeholders to ensure value is delivered along the customer journey - from onboarding through renewal
• Orchestrating a first-class onboarding experience to ensure customer use cases are delivered in the specified timeline and customer users have the knowledge and skills they need to build in the platform
• Translating customer requirements and feature requests to internal technical teams and delivering feedback to the Product team on new feature requests and enhancements to shape and improve the platform
• Coordinating customer onboarding and business reviews to evaluate performance, showcase value, learn about customers priorities, and identify new opportunities in the account with both existing and new teams
• Identifying issues that impact customers and/or challenges common in PubSec including regulatory and compliance issues, and able to provide thought leadership and recommendations to streamline existing process through automation
• Partnering with internal resources to build joint account plans to drive expansion/adoption and align customer needs with use cases & features to increase platform usage
• Proactively identifying risks to the customer achieving their stated goals, and works with Tines’ Customer Success leadership, technical resources and/or Project Mgt teams to develop and drive a risk mitigation plan
• Partnering with Account Executives for ongoing expansion deal discovery and formulating success plans to build pipeline within existing accounts and presence in the space