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Customer Success Manager - Wisconsin/Illinois

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<p style="margin-top: 0pt; margin-bottom: 10pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">About Us:</span></strong></p> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 10pt;"><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">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.</span></p> <p style="margin-top: 0pt; margin-bottom: 10pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">Job Description:</span></strong></p> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 0pt; padding-bottom: 10pt;"><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">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.</span></p> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 10pt; padding-top: 5pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">Responsibilities:</span></strong></p> <ul style="margin-top: 0px; margin-bottom: 0px;"> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Client Relationship Management: </span></strong><span style="font-size: 11pt;">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.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Implementation: </span></strong><span style="font-size: 11pt;">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.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Training and Onboarding:</span></strong><span style="font-size: 11pt;"> Conduct training sessions and provide onboarding support to ensure clients are proficient in utilizing our platform effectively.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Account Maintenance:</span></strong><span style="font-size: 11pt;"> Proactively monitor client accounts, identify areas for improvement, and provide strategic recommendations to optimize their use of our solutions.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Issue Resolution:</span></strong><span style="font-size: 11pt;"> Act as a problem-solver and troubleshooter for client issues or concerns, escalating when necessary to ensure timely resolution.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Project Management:</span></strong><span style="font-size: 11pt;"> Develop and execute structured, time-based plans for client projects, coordinating with internal teams to meet project milestones and deadlines.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 10pt; padding-top: 5pt;"><strong><span style="font-size: 11pt;">Cross-functional Collaboration:</span></strong><span style="font-size: 11pt;"> 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.</span></p> </li> </ul> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 10pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">Requirements:</span></strong></p> <ul style="margin-top: 0px; margin-bottom: 0px;"> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Experience:</span></strong><span style="font-size: 11pt;"> Minimum of 3 years of experience in customer success, account management, or related roles, preferably within the SaaS, technology, or GovTech industry.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Project Management Skills:</span></strong><span style="font-size: 11pt;"> 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.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Communication: </span></strong><span style="font-size: 11pt;">Excellent communication and interpersonal skills, with the ability to build rapport and effectively convey complex information to diverse audiences.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Problem-Solving:</span></strong><span style="font-size: 11pt;"> Strong analytical and problem-solving skills, with a proactive and solutions-oriented mindset.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Organization:</span></strong><span style="font-size: 11pt;"> Highly organized with meticulous attention to detail, able to prioritize tasks and manage competing demands effectively.</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><strong><span style="font-size: 11pt;">Adaptability:</span></strong><span style="font-size: 11pt;"> Ability to thrive in a fast-paced, dynamic startup environment and adapt quickly to changing priorities and requirements. </span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13); font-weight: bold;"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 10pt;"><strong><span style="font-size: 11pt;">Willingness to Travel:</span></strong><span style="font-size: 11pt; font-weight: 400;"> 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</span></p> </li> </ul> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 10pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);">Benefits:</span></strong></p> <ul style="margin-top: 0px; margin-bottom: 0px;"> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 15pt; margin-bottom: 0pt; padding-bottom: 10pt;"><span style="font-size: 11pt;">Competitive salary</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-top: 5pt; padding-bottom: 10pt;"><span style="font-size: 11pt;">Comprehensive healthcare coverage</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><span style="font-size: 11pt;">Remote work and flexible work arrangements</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 0pt; padding-bottom: 10pt;"><span style="font-size: 11pt;">Opportunity for professional growth and advancement in a rapidly growing company</span></p> </li> <li style="font-size: 11pt; font-family: Arial, sans-serif; color: rgb(13, 13, 13);"> <p style="background-color: rgb(255, 255, 255); margin-top: 0pt; margin-bottom: 10pt; padding-top: 5pt;"><span style="font-size: 11pt;">Collaborative and inclusive work culture focused on innovation and impact in the GovTech sector</span></p> </li> </ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...