About Us:
Polimorphic is revolutionizing how Municipal and County Governments interact with their residents. From the inception of a resident’s need to the fulfillment of it, we want to be able to help along the way. Our AI-powered Front Desk allows residents to receive critical information and access services 24/7, whether through chat, voice, text, or email. Our online forms allow them to then submit and track the progress of their request in real time, while our workflow automation tools help speed their request through processing by automating tasks and handoffs between Government employees. The sum effect is a comprehensive approach to meeting a residents’ needs, leveraging technology and good design principles to provide more time back to the resident and to Government staffers.
Job Description:
We are seeking a dynamic and proactive Customer Success Manager to join our team and spearhead client implementation and relationship management in the Illinois / Wisconsin area. As a Customer Success Manager (CSM), you will be the primary point of contact for implementing and maintaining both our higher touch CRM/Workflows product and our higher volume AI search product, with your customers ranging in size from towns of a few thousand residents, counties of a few hundred thousand, and State agencies.
Responsibilities:
Client Relationship Management:
Serve as the main liaison between Polimorphic and our clients in Florida and surrounding States. Build strong, lasting relationships with key stakeholders across various departments within client organizations.
Implementation:
Lead the implementation process for new clients, ensuring a smooth transition to our platform. Collaborate with internal teams to customize solutions to meet client needs and requirements.
Training and Onboarding:
Conduct training sessions and provide onboarding support to ensure clients are proficient in utilizing our platform effectively.
Account Maintenance:
Proactively monitor client accounts, identify areas for improvement, and provide strategic recommendations to optimize their use of our solutions.
Issue Resolution:
Act as a problem-solver and troubleshooter for client issues or concerns, escalating when necessary to ensure timely resolution.
Project Management:
Develop and execute structured, time-based plans for client projects, coordinating with internal teams to meet project milestones and deadlines.
Cross-functional Collaboration:
Collaborate closely with Sales, Product Development, and Customer Support teams to relay client feedback, identify opportunities for product enhancement, and ensure a seamless customer experience.
Requirements:
Experience:
Minimum of 3 years of experience in customer success, account management, or related roles, preferably within the SaaS, technology, or GovTech industry.
Project Management Skills:
Demonstrated experience in developing and executing structured, time-based plans for client projects. Ability to manage multiple projects simultaneously with a strong sense of urgency.
Communication:
Excellent communication and interpersonal skills, with the ability to build rapport and effectively convey complex information to diverse audiences.
Problem-Solving:
Strong analytical and problem-solving skills, with a proactive and solutions-oriented mindset.
Organization:
Highly organized with meticulous attention to detail, able to prioritize tasks and manage competing demands effectively.
Adaptability:
Ability to thrive in a fast-paced, dynamic startup environment and adapt quickly to changing priorities and requirements.
Willingness to Travel:
It’s imperative that we build lasting rapport with our clients and work side-by-side with them to resolve their issues and deliver value. As such the role will require as much as 15% - 25% travel
Benefits:
Competitive salary
Comprehensive healthcare coverage
Remote work and flexible work arrangements
Opportunity for professional growth and advancement in a rapidly growing company
Collaborative and inclusive work culture focused on innovation and impact in the GovTech sector