Lead Customer Success Manager - Public Sector

This is a remote position based in the mid-Atlantic area (DC, Maryland or Northern Virginia) as some onsite meetings will be required.

The Lead Customer Success Manager - Public Sector role will play a critical part in the exciting growth trajectory of Tines.

As Tines continues to expand into the Public Sector, building on early initial success and in-roads we are making in State, Local, Federal agencies, and related public-private partnership organizations, we are making a deliberate investment to significantly expand our presence within this space over the coming years. Tines is recruiting a Lead Customer Success Manager to join our expanding CS organization to proactively manage, drive adoption and increase growth in our existing Public Sector accounts, and help shape the future needs in this space.

The Lead CSM in Public Sector will manage State, Local, Federal agencies, and related public-private-partnership accounts (PPPs). The ideal candidate understands that supporting government customers requires a comprehensive understanding of government process, regulations and compliance requirements. Strong problem-solving, orchestration and consultative skills are necessary for navigating public sector challenges, finding innovative solutions and driving towards successful outcomes.

Being a trusted advisor and subject matter expert on the Tines product, you will support our existing PubSec customers throughout their customer journey - from onboarding to ongoing support to expansion and renewal - and you will foster champions within your accounts to develop new automation opportunities in their respective organizations. At the same time, you will bring thought leadership to internal teams to help shape the future of the product, and provide input into the development of internal assets/programs/materials tailored to the needs of PubSec customers and prospects. This role partners closely with Sales, Professional Services, Product, Marketing, and other internal teams in pursuit of driving partnership and successful customer outcomes in these accounts.

What you will be doing:

• Effectively aligning with customer stakeholders in Tines’ Public Sector and private-partnership (PPPs) set of accounts to ensure value is being delivered along the customer journey - from onboarding through renewal
• In conjunction with a Customer Success Engineer (technical resource), 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
• Is able to work with Government agency partners, service providers and procurement to secure renewals

What you bring with you:

• 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
• Experience asking questions to uncover problems, locate new opportunities, and translate technical requirements to internal teams and partners
• Experience in navigating On-premise solutions and operations offerings for technical teams
• Knowledge of how to solve complex problems by utilizing internal resources and when to engage management or leadership
• Experience in enterprise security tools is a bonus, but not required