Director Client Success Consulting, Federal @ GovDelivery – Washington, DC

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    Tasha Hock
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    Building on the strong sales momentum of GovDelivery, the Director Client Success Consulting will manage a team of Client Success Consultants in our Washington, DC office. The Client Success team is responsible for maximizing the value that GovDelivery clients derive from their GovDelivery services, enabling retention and discovering opportunities for expanding client relationships in the Federal market. This position reports to the Executive Vice President of Sales and Marketing.

    The Director Client Success Consulting will work closely with Sales, Client Services and Product Management to interpret monthly performance reports, compare performance to relevant benchmarks, provide best practices guidance, and determine action plans for optimization of client results. Regular “results and recommendations” meetings with client management are a critical element in this process. Effective and close collaboration with GovDelivery clients will enable the Client Success Consultants to provide best practice guidance, to identify new client needs, and to identify potential up-sell opportunities.

    Strong candidates will demonstrate effective team management, a history of serving clients as a trusted advisor, consultative selling skills, expert problem solving capabilities, dedication to the public sector, technical understanding of the web, and experience with Software as a Service (SaaS) platforms. Experience in combining software licenses with professional services will also be considered.

    Responsibilities

    • Maximize the success of GovDelivery clients through frequent and effective contact, creative support and relevant insight
    • Manage, coach and mentor a dynamic team of Client Success Consultants
    • Create and maintain strategies and processes that bring efficiency and scalability to the Client Success process
    • Train and evaluate individual team members
    • Work with Client Success Consultants to understand client expectations, deliverables and time lines
    • Ensure all assigned accounts are appropriately leveraging all GovDelivery offerings
    • Enhance business relationships to leverage up-sell opportunities including custom integrations and strategic professional services around digital communications
    • Capture prospect referrals for the inside/outside sales team
    • Work with key clients to ensure they are willing to reference our work and abilities
    • Assist in uncovering future product needs and trends for the Product Development Team
    • Work with Client Services and Solutions Consultants to ensure successful implementations for all accounts

    A SUCCESSFUL CANDIDATE WILL HAVE

    • Experience working with government and other public sector organizations, preferably Federal government
    • Passion for public sector success
    • 5+ years management experience, preferably in a technology company
    • Consistent results that exceed client expectations
    • Impressive track record of successful creation and innovation
    • Success in an account management and client services roles
    • Experience with CRM solutions (SalesForce preferred)
    • Proven project management skills with demonstrated experience managing multiple simultaneous projects
    • Demonstrated success teaming with the sales function and upselling clients
    • Skill enlisting internal help to navigate within a client organization
    • Excellent communication (oral and written) and analytical skills
    • Polished, executive level presence
    • Willingness to travel, as needed, up to 40%
    • BA/BS degree or equivalent

    Additionally, the ideal candidate for this position will likely meet many of the following requirements:

    • Experience at a software or consulting firm
    • Delight in crafting solid strategies and taking nimble action within them
    • Technical aptitude and experience working with SaaS applications
    • Familiarity with Web 2.0, social media and web interactive capabilities, including digital communication options (e-mail, SMS, RSS,social media, etc)
    • Formal project management training

    Compensation

    This position is critical to the success of our business and the compensation package will be tailored to the candidate commensurate with experience and skills. Compensation will include base salary and performance-based incentives. Benefits include paid vacation and holidays, medical and dental plan, and matching 401(k). GovDelivery is an Equal Opportunity Employer.


    To apply for this position, send your resume to [email protected]

    -or-

    GovDelivery, Inc.
    Attn: Human Resources
    408 St. Peter Street, Suite 600
    Saint Paul, MN 55102

    Location: Washington, DC

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