As a Client Success Specialist, you'll be working directly with local governments to help them attain a better understanding of their resident satisfaction, trust, and overall performance. You will be responsible for managing clients throughout their customer journey: giving overviews of the product, guiding them through implementation of our benchmark surveys, and supporting clients’ use of the Polco platform for creating a culture of civic engagement.
Who we are
We are innovators who are passionate about improving public discourse! 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.
The Job
The Client Success Specialist will be responsible for understanding and conveying the benefits of our 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 question development and 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 highly organized person with the ability to be both a leader and a team-player. You should be technically savvy and eager to assist both colleagues and clients with a variety of tasks on a day-to-day basis. We expect you to be the voice of the customer by providing critical feedback to help improve clients' experiences and satisfaction with our products, tools, and services. 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, 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 fast-paced 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.
Excellent communication and organizational skills.
Interest in public service.
Ability to remain organized despite multiple interruptions.
Ability to solve complex problems.
Ability to move forward when given broad direction.
What You Bring:
Ability to be a highly collaborative team player.
Adaptability to the fluid nature ofp software development.
The desire to lower and eliminate communication barriers between clients and teams.
Willingness to help colleagues and clients alike with a variety of tasks.
The belief that policy improvement requires feedback and engagement.
Curiosity and a love of learning.
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.
Assist team members with programming content onto the Polco platform, creating materials, finalizing reports for clients, and performing quality assurance checks.
Assist team members with responding to client questions promptly, resolving technical issues and requests for information, and managing engagement and outreach efforts.
Facilitate communication and solutions through various mediums of communication.
Your role will evolve with training to:
Lead and manage multiple projects simultaneously while effectively managing scope, schedule, quality, resources, and risk.
Monitor and manage the project plan to provide a complete picture of project progress and performance at all times.
Collaborate with clients and build strong relationships of trust/commitment.
Identify and coordinate with outside subcontractors, vendors, and internal collaborators.
Ensure 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?
Competitive compensation
Benefits package including dental, medical, and vision coverage
Flexible work hours, remote working, and paid time off
The excitement of being with a rapidly growing tech company
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 cover letter at