Customer Success Manager in Ohio

JOB DETAILS

Full Time

Clear Ballot has revolutionized the Govtech space with a modern voting system designed to deliver speed, accuracy, and transparency to elections. Our products are proven, our customer references are superb, and when we enter a state, our market share quickly exceeds 50%. While our roots are in Boston, we have a diverse team with staff in Colorado, Oregon, Washington, Maryland, and British Columbia. We bring a fresh approach to the election industry with professionals of different backgrounds paired with leading election industry veterans who have all joined Clear Ballot to help harness technology to advance the future of elections.

As Customer Success Manager in Ohio reporting to the Customer Success Director, you will be the first point of contact for all Ohio customers.  You will answer customer questions, promptly offer assistance, direct them to self help knowledgebase and other online resources as appropriate, collect requests for product enhancements and advocate to the product management team on behalf of all customers in your region.   You will proactively reach out to customers to gather key dates on their election calendars, run user group meetings, schedule software upgrades and prompt them to follow best practices before, during and after elections including routine regularly scheduled equipment maintenance, election preparedness and backups.

KEY RESPONSIBILITIES

Customer Success Manager (Primary Duties)

Be the first point of contact for existing customers at all times.

Secure temporary substitute coverage when out of office.

Participate in sales demonstrations with sales representatives as needed.

Outside of Election Periods

  • Gather State and County Calendars and proactively engage with customers to insure their success throughout the year.

  • Monitor upcoming events that impact voting system (ie regulations requiring written permission to change voting system, scheduling certification tests)

  • Schedule and facilitate ClearVote software upgrades including new feature training and refresh training.

  • Schedule wellness visits for hardware maintenance and cleaning.  

  • Hold User Group Meetings

  • Communicate what's new in the latest release and future product roadmap.

  • Certification news

  • Exchange of ideas on election process, procedures, lessons learned

  • Collect enhancement requests

  • Group Training (new customers, new features, refreshers)

  • ClearVote best practices (equipment maintenance and storage, election preparedness, backups)

  • Distribute meeting minutes

During Election Periods

  • Schedule pre-election success planning meetings with customers to check in and make sure they are prepared

  • Facilitate resources and other onsite election support, as requested by the customer

  • Schedule post-election review meetings with customers, record lessons learned, develop action plans.

REQUIRED EXPERIENCE AND SKILLS

  • Election experience required.

  • Ballot design, ballot coding and ballot programming experience strongly preferred.

  • Superior written and oral communication skills.

  • Relationship building skills.

  • Bachelor’s degree in business, technology or a related field with a minimum of five (5) years of related customer service experience; or equivalent combination of post high school education and experience.

Clear Ballot Group, Inc. is an Equal Opportunity Employer. We are committed to diversity and dedicated to professional development and advancement. We believe everyone deserves to work in a welcoming, respectful and considerate environment. We live by our values and hire accordingly. 

If you’re a hard worker, a self-starter, an optimist, a collaborator and most importantly someone who shares our passion to employ technology to improve elections, we want to hear from you.

Interested? Please email your resume and cover letter to jobs@clearballot.com.