M+E Technology Job Board
Customer Success Manager / Public Sector
Bluescape
ABOUT US
Our company culture represents an intermix between passion for technology, rock star output, and appreciation for a balanced, healthy lifestyle. Our Vision is to build and maintain a community that respects, values, and celebrates our individuality; fosters an inclusive and equitable experience for all; and empowers us to be our authentic selves each day.
Bluescape provides virtual workspaces for hybrid and remote teams to meet and interact with all of their mission critical content and data. We’re all entrepreneurs here no matter what role you are in, so if you want to work on interesting projects with smart, collaborative people and contribute towards a cool and innovative product, then we want to hear from you!
OUR CUSTOMER SUCCESS MODEL
We view adoption through the lens of human behavior change. It’s a challenge to get people to change the way they work. Because voluntary, discretionary effort is required from employees to use collaboration apps, we place a heavy emphasis on high touch coaching and consumer style communications that change perception about why Bluescape is a good use of their time. We spend a lot of time understanding the needs of customers and key stakeholders using a well proven discovery process that identifies their business outcomes to produce industrial strength adoption plans. Content also plays a big role in driving adoption. We use a community centric model that puts conversations around a wide range of self-learning content, connects customers to each other to exchange product knowledge and best practice, and provides access to Bluescape’s experts.
ABOUT YOU
You’ll have a background in customer success with a SaaS vendor delivering post-sale motions of activation, adoption, expansion, and renewal with an emphasis on public sector and government customers. You will also have a working knowledge of how organizations of all sizes implement change. Ideally, you’ll be an expert user of collaboration software, its features, operation and roll out characteristics, able to professionally train others not only on how to become better collaborators but also to be trainers themselves. The ability to communicate with all levels of seniority is key as is the ability to conduct individual and group coaching sessions online and on-site.
WHAT WILL YOU DO?
Customer Success Managers at Bluescape have a breadth of customer-facing responsibilities, serving as Trusted Advisors throughout the entire customer lifecycle from pre-sales and product activation to adoption, expansion, and renewal. You will be responsible for ensuring customers receive desired outcomes from Bluescape by providing services that create high levels of sustained adoption. You’ll be passionate about designing and delivering high touch, live product demonstrations and training sessions.
This role will focus on Bluescape’s growing public sector customers with their internal adoption of Bluescape. A high level of emotional intelligence, creative problem-solving, and strong communications skills are essential as well as a genuine desire to help customers and their employees change the way they work.
HOW WILL YOU CONTRIBUTE?
Work with public sector customers to identify goals and key performance indicators that define business outcomes, goals, and objectives
Cultivate and nurture relationships with key stakeholders, customer advocates, and champions during all phases of the customer lifecycle
Develop customer success plans, prioritize activities, and guide customers through the adoption process to maintain a high degree of confidence and trust
Working with internal teams, proactively identify at-risk customers and co-create mitigation strategies to secure retention
Schedule and conduct use case led coaching online on an individual and group basis as required by customers
Conduct discovery information capture sessions with customers and their lines of business
Learn about new features in monthly releases and prepare customers for their value and impact
Identify and recommend the creation of new ‘how to use’ self-learning content
Provide timely status updates and communication to customers on outstanding issues, activities, deliverables, and escalations
Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide tactical advice
Ensure internal alignment on account growth strategy by partnering with Bluescape’s Sales, Marketing, and Community teams to execute on plans that drive expansion
Report on adoption and interpret analytics to provide insights on value and outcomes including trends and patterns
Sense and capture customers’ new feature needs and advocate for their inclusion in the release schedule to provide high ROI for Bluescape and our customers
Curate self-learning content to be used by customers on their internal digital channels and within Bluescape workspaces
MUST HAVES
5+ years of experience in a customer-facing implementation role, customer success, or customer service in a public sector or government setting required
Previous experience driving public sector adoption of SaaS technologies
A proficient or expert user of the most common collaboration apps e.g., Webex, Zoom, MS Teams, Google
Ability to see trends and patterns in adoption metrics and course correct as required
Ability to solve difficult issues with little supervision and have difficult conversations with positive outcomes
Strong negotiation, organization, communication, presentation, and facilitation skills
Team player
Flexibility to work under tight deadlines
Keen eye for detail
Budget awareness and good business sense
Driven, motivated, passionate, and enthusiastic
Ability to travel up to 10%, with the rest of the time supporting customers remotely
BONUS POINTS
Located in Washington, DC metro area
Bluescape
ABOUT US
Our company culture represents an intermix between passion for technology, rock star output, and appreciation for a balanced, healthy lifestyle. Our Vision is to build and maintain a community that respects, values, and celebrates our individuality; fosters an inclusive and equitable experience for all; and empowers us to be our authentic selves each day.
Bluescape provides virtual workspaces for hybrid and remote teams to meet and interact with all of their mission critical content and data. We’re all entrepreneurs here no matter what role you are in, so if you want to work on interesting projects with smart, collaborative people and contribute towards a cool and innovative product, then we want to hear from you!
OUR CUSTOMER SUCCESS MODEL
We view adoption through the lens of human behavior change. It’s a challenge to get people to change the way they work. Because voluntary, discretionary effort is required from employees to use collaboration apps, we place a heavy emphasis on high touch coaching and consumer style communications that change perception about why Bluescape is a good use of their time. We spend a lot of time understanding the needs of customers and key stakeholders using a well proven discovery process that identifies their business outcomes to produce industrial strength adoption plans. Content also plays a big role in driving adoption. We use a community centric model that puts conversations around a wide range of self-learning content, connects customers to each other to exchange product knowledge and best practice, and provides access to Bluescape’s experts.
ABOUT YOU
You’ll have a background in customer success with a SaaS vendor delivering post-sale motions of activation, adoption, expansion, and renewal with an emphasis on public sector and government customers. You will also have a working knowledge of how organizations of all sizes implement change. Ideally, you’ll be an expert user of collaboration software, its features, operation and roll out characteristics, able to professionally train others not only on how to become better collaborators but also to be trainers themselves. The ability to communicate with all levels of seniority is key as is the ability to conduct individual and group coaching sessions online and on-site.
WHAT WILL YOU DO?
Customer Success Managers at Bluescape have a breadth of customer-facing responsibilities, serving as Trusted Advisors throughout the entire customer lifecycle from pre-sales and product activation to adoption, expansion, and renewal. You will be responsible for ensuring customers receive desired outcomes from Bluescape by providing services that create high levels of sustained adoption. You’ll be passionate about designing and delivering high touch, live product demonstrations and training sessions.
This role will focus on Bluescape’s growing public sector customers with their internal adoption of Bluescape. A high level of emotional intelligence, creative problem-solving, and strong communications skills are essential as well as a genuine desire to help customers and their employees change the way they work.
HOW WILL YOU CONTRIBUTE?
Work with public sector customers to identify goals and key performance indicators that define business outcomes, goals, and objectives
Cultivate and nurture relationships with key stakeholders, customer advocates, and champions during all phases of the customer lifecycle
Develop customer success plans, prioritize activities, and guide customers through the adoption process to maintain a high degree of confidence and trust
Working with internal teams, proactively identify at-risk customers and co-create mitigation strategies to secure retention
Schedule and conduct use case led coaching online on an individual and group basis as required by customers
Conduct discovery information capture sessions with customers and their lines of business
Learn about new features in monthly releases and prepare customers for their value and impact
Identify and recommend the creation of new ‘how to use’ self-learning content
Provide timely status updates and communication to customers on outstanding issues, activities, deliverables, and escalations
Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide tactical advice
Ensure internal alignment on account growth strategy by partnering with Bluescape’s Sales, Marketing, and Community teams to execute on plans that drive expansion
Report on adoption and interpret analytics to provide insights on value and outcomes including trends and patterns
Sense and capture customers’ new feature needs and advocate for their inclusion in the release schedule to provide high ROI for Bluescape and our customers
Curate self-learning content to be used by customers on their internal digital channels and within Bluescape workspaces
MUST HAVES
5+ years of experience in a customer-facing implementation role, customer success, or customer service in a public sector or government setting required
Previous experience driving public sector adoption of SaaS technologies
A proficient or expert user of the most common collaboration apps e.g., Webex, Zoom, MS Teams, Google
Ability to see trends and patterns in adoption metrics and course correct as required
Ability to solve difficult issues with little supervision and have difficult conversations with positive outcomes
Strong negotiation, organization, communication, presentation, and facilitation skills
Team player
Flexibility to work under tight deadlines
Keen eye for detail
Budget awareness and good business sense
Driven, motivated, passionate, and enthusiastic
Ability to travel up to 10%, with the rest of the time supporting customers remotely
BONUS POINTS
Located in Washington, DC metro area