Note: The job is a remote job and is open to candidates in USA. Graphika is an intelligence company that maps the world’s online communities and conversations. The Customer Success Manager is responsible for driving growth across the Public Sector through new customer acquisition and ongoing customer servicing, focusing on government customers in defense and intelligence.
Responsibilities
- Generate a list of new prospective customers and manage a pipeline of inbound leads generated through webinars, conferences, and public marketing assets
- Facilitate new business discovery conversations when requested, including scoping complex intelligence requirements and demonstrating Graphka’s platform virtually and in-person, when required
- Surface new partnership opportunities to grow Graphika’s footprint within the Public Sector
- Create proposals, servicing plans, and other supporting documentation to ensure existing customer relationships can be secured and deliverables can be tracked
- Coordinate new customer onboarding meetings as well as status checkpoints for existing customers across the year, and in conjunction with custom research delivery
- Work with Graphika’s Intelligence team to ensure that customer requests and priorities can be addressed through syndicated and custom intelligence deliverables
- Facilitate customer training and drive engagement with Graphika’s solutions
- Surface and execute process improvements for tracking customer satisfaction, utilization, and revenue goals
- Coordinate with marketing to refine the optimal customer profile and to create materials and events that can support both existing and prospective customers
- Shape and implement processes and frameworks for customer management that will scale with the department as the company grows
Skills
- A commercial mindset with a minimum of four years of experience in a sales or account management role focused on Public Sector and government customers is required
- A minimum of two years in both account management and customer servicing is required
- Comfort in managing toward quarterly retention and new business goals
- No less than two years of experience in selling and renewing research, data, or intelligence products and services within an organization, primarily in the Public Sector
- Exceptional organizational skills and practices, including experience managing a customer delivery schedule and/or delivering on a robust customer service plan
- Willingness to learn research methodologies and engage deeply in discussions around customer priorities
- Ability to identify customer needs and match them to a company's products and services for improved satisfaction and revenue generation purposes
- Aptitude for identifying risk areas or relationship red flags and crafting compelling solutions to mitigate or turn around a customer relationship
- Strong presentation skills, including comfort in managing difficult customer questions and negotiating commercial terms
- Willingness to travel domestically and internationally up to 15% of the time is required
Benefits
- Generous PTO policy.
- 100% healthcare (health, vision, dental) premium coverage for employees; 50% premium coverage for families.
- 401(k) matching at 2%.
- Company-provided mental health support, therapy, and wellbeing training for all employees.
- Remote personal office setup stipend + 20% of home internet costs covered.
Company Overview