As a Client Success Specialist, you'll be working directly with local governments to help them connect with residents and improve satisfaction, trust, and overall performance. You will be responsible for managing clients throughout their customer journey: giving overviews and demos of the product, helping guide their research, and supporting clients’ use of the Polco platform for creating a culture of civic engagement.
Who We Are
Polco is dedicated to transforming how local governments, representatives, and community organizations interact with the communities they serve. We’re all about civic engagement and creatively bringing new and innovative technologies to the front lines of public governance. Our team comes from every walk of life and all corners of the political spectrum, but we’re all problem solvers at heart. We have a truly great team of people spread out across the US - offices in Madison & Boulder with a remote work culture. Our mission is to bring communities together!
The Client Success Specialist will be responsible for leading overviews and demos of the product, responding to questions from clients, assisting in implementing templated surveys and content, and ensuring clients understand our products, services, software, tools, and processes. A key aspect of this position will be programming content onto Polco’s platform, creating materials, managing outreach, implementation and analysis processes, generating reports based on online templates, maintaining ongoing communication with colleagues and clients and facilitating use of Polco.
This position is for a very organized person with the ability to be both a leader and a team-player. You should be technically savvy and quickly able to understand the value propositions we bring to clients. We expect you will be the voice of the customer by providing critical feedback to help improve the overall experience with our products and to identify market growth opportunities. Successful candidates in the past have had experience in diverse fields that have required acute attention to detail while managing competing priorities (e.g., vendor and client relationships, deadlines, budgets).
You will work cross-functionally with other teams to understand and represent new product functionality, help meet the expectations of existing customers, drive our client and respondent uptake and retention, understand our inbound process and success of various channels, streamline customer service, and various other initiatives.
A successful Polco team member is inquisitive and attentive, able to identify opportunities for improved company growth and contribute to the development of data-driven strategies. The ideal candidate will demonstrate their ability to manage multiple projects and function in a high-pressure environment.
Experience and Skills
A BA/BS; or any combination of skills and experience that would allow for success in the position.
Minimum of 3 years real-world experience, particularly in project management.
Reliable and self-motivated.
General business knowledge.
High public service orientation.
Ability to remain organized despite multiple interruptions.
Ability to solve complex problems/issues with root cause analysis.
Ability to move forward when given broad direction.
What You Bring:
The belief that policy improvement requires feedback and engagement.
The desire to lower and eliminate communication barriers between clients and teams.
Curiosity and a love of learning.
Ability to be a highly collaborative team player.
Strong communication skills.
Adaptability to the fluid nature of startup software development.
Willingness to occasionally travel to Madison, WI, Boulder, CO or other locations (post COVID-19).
Essential Job Responsibilities:
Maintain an active understanding of client health for a number of clients at different stages in product implementation.
Give regular feedback on overall health and engage in ways to promote education and tools if clients stall.
Monitor and manage the project plan to provide a complete picture of project progress and performance at all times.
Give overviews and demos of the product regularly with different size teams and needs.
Lead and manage multiple projects simultaneously while effectively managing scope, schedule, quality, resources, and risk.
Facilitate communication and solutions through various mediums of communication.
Collaborate with clients and build strong relationships of trust/commitment.
Identify and coordinate with outside subcontractors, vendors, and internal collaborators.
Ensuring that projects produce the required deliverables on time, and at the necessary level of quality.
Recognize and suggest potential system and process enhancements that could be made to increase effectiveness or efficiency of internal and external processes.
Why work with us?
Benefits package including dental, medical, and vision coverage
Flexible work hours, remote working, and paid time off
The excitement of being in on the ground floor of a startup
How to apply
If Polco’s mission sounds like something you want to be part of, we encourage you to apply. Apply with a resume and a short cover letter at: URL