Customer Solutions Manager
Location: Austin, Texas or Remote
For a remote position, a candidate can reside in the following states. Arizona, California, Colorado, Connecticut, Georgia, Illinois, Iowa, Maryland, Massachusetts, Michigan, Missouri, New York, North Carolina, Ohio, Oregon, Texas, Virginia Washington, Washington, D.C or Wisconsin.
Esper upholds the ethic of government policymaking. Founded in 2018 by Maleka Momand, Joe Lonsdale (Palantir, OpenGov, 8VC), and Lilli O’Hara (GoFundMe), Esper empowers thousands of government employees each day to make decisions that best serve the public interest. In a world sown with divisiveness, our mission is to be a north star for principled, accountable, and trustworthy government.
Esper is looking for an experienced Customer Solutions Manager to help drive this mission forward.
Job Description:
As a Customer Solutions Manager, you are at the forefront of delivering exceptional experiences to our customers. You will play a hands-on role in guiding our customers through the implementation process, helping them successfully adopt, and ensuring they achieve continuous value from our platform. After launching customers, you will continue to partner and ensure contract renewal, empower champions within their organizations, and seek opportunities to improve their overall experience using Esper. Your success as a Customer Solutions Manager is guided by customer retention and satisfaction. Important to the role are strong organizational skills, the ability to quickly learn the customer domain, and a strong intuition for software products. Esper is a fast-moving startup, and we place a premium on resourcefulness, speed, and continuous feedback. As a bonus, we’d love it if you have a strong interest in policymaking! We believe policy shapes our daily lives more than most realize, and central to the role is helping us build software for transforming how policy is created through better data and transparency.
What you'll do:
- Manage the overall scope, schedule and quality of implementing Esper for our customers throughout the full project lifecycle
- Develop a deep understanding of user workflows and requirements, ensuring that they are effectively and intuitively handled in the product
- Drive key project activities and deliverables to stay within the project schedule and budget
- Play a hands-on role in gathering and documenting customer requirements, configuring Esper to meet customer needs, and guiding customers through the testing and launch process
- Coordinate across internal and external resources to help deliver outcome oriented solutions for our customers
- Become an “Espert” and trusted advisor to customers by developing a deep understanding of our product and customers
- Build strong relationships with government employees at all levels of rank via regular meetings, proactive outreach, and occasional in-person meetings
- Drive customer adoption and retention through strong relationship development and customer service
- Monitor customer health & risk and proactively address risks to success
- Identify opportunities to increase customer satisfaction and strengthen relationships
- Provide rotating customer support coverage
What we're looking for:
- 5+ years of experience in SaaS/Software Project Management, Implementation, or Customer Success functions, with significant time spent in customer-facing roles
- Direct experience leading SaaS or software solution implementations, with a proven track record of managing project delivery
- Confidence and professionalism when engaging with executive-level clients
- A strong customer success mindset with a focus on customer retention and outcomes
- Detail-oriented planner that comes prepared to meetings
- Curiosity about customers’ challenges and a drive to help solve them
- Bias for action and focus on customer outcomes
- Team player with a “whatever it takes” mentality
-Strong internal communicator who proactively keeps teams in the loop
- Experience working with both technical and non-technical partners (3-5 years)
- Strong written and verbal communication skills
- Strong general computer skills (e.g. Office/Excel, GSuite, Hubspot, etc.)
- Ability to travel domestically (30%+) depending on business need
Bonus experience:
- Experience in govtech or working with government customers
Perks and Benefits:
- Being a part of an innovative and collaborative team that will both support and challenge you
- Significant opportunity for growth and ownership and to shape Esper for the long-term
- Competitive salary and equity at a growing early-stage company
- Paid holidays & unlimited PTO
- Medical, dental, and vision insurance
- Generous parental & sick leave
- 401(k) retirement plan with employer match
- Short/Long term disability & life insurance
- Flexible spending account (FSA)
- Work anniversary equity grants
- Monthly stipend to offset remote work expenses
- Office equipment allowance
- Paid Time Off to participate in volunteer/community events
Annual Salary: $90,000-$120,000
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