Head of Client Success at Civis Analytics

| Chicago
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What we do

Civis Analytics helps leading businesses, nonprofits, and government use data to identify, attract, and engage customers, constituents, and citizens. With a blend of proprietary data, technology and advisory services, and an interdisciplinary team of data scientists, developers, and survey science experts, Civis helps organizations stop guessing and start using statistical proof to guide decisions. Learn more about Civis at www.civisanalytics.com.

What we are looking for

We are seeking a Head of Client Success, who will be managing a group of Client Success Analysts and the Tier 1 support team. This role maintains the balance between the reactive support of client tickets and proactive, technically-specialized support. You will be responsible for innovating & setting best practices and ensuring the teams deliver a best in class experience for our clients.  

What You’ll Do

  • Work as part of the Civis Analytics cross-functional team to ensure the success of our clients and guarantee their requests are resolved in a timely manner.
  • Lead a team by guiding the development of team members and their career paths, answering questions and acting as an escalation point, hosting weekly 1-on-1 meetings, providing real-time feedback, and advocating for team needs.
  • Be responsible for ensuring requests are escalated properly and the proper stakeholders are included within a time-sensitive environment to deliver on operational key performance indicators (KPIs).
  • Work with members of the product and engineering teams to train Client Success Analysts in specialized areas of our products, and ensure they bring the voice of the customer to software development practices on a regular basis.
  • Ensure the systems and processes exist that allow our team to proactively expand customer use of our products through event-driven critical path monitoring and action planning as well as optimize internal routing, gameplanning, the development of internal tools, and triaging strategies.
  • Act as a subject matter expert and advocate in product stakeholder meetings to ensure we are building solutions to reduce client tickets through the development of quality software

Minimum Qualifications

  • BA/BS degree or equivalent practical experience
  • 5+ years supporting and driving external client success with software solutions
  • 5+ years of direct management experience over a team with a focus on client success or technical support
  • Experience coaching team members using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and career development planning
  • Technically capable with basic SQL, log data analysis, and basic navigation inside a unix/linux environment
  • Experience with ticketing systems such as Zendesk or Salesforce including administration, reporting, and process setting
  • Demonstrated success understanding client challenges and needs, and mapping them to solutions and action
  • Interest in and ability to master new technologies
  • Excellent communication skills, including the demonstrated ability to message and mitigate client frustrations
  • Flexibility with working hours to support client in various timezones
  • US work authorization

Preferred Qualifications

  • Experience with Python, R or Tableau
  • Experience in software training and/or onboarding
  • Experience advocating for and driving diversity, equity, and inclusion initiatives

Who we are

At Civis, we have opportunities for applicants who are newcomers, seasoned professionals, and anywhere in between. Our teams are energized by complex challenges and value diversity of thought. Opportunities to stand out and inspire happen daily and we trust and encourage you to act on your ideas – no matter how big they are. We offer you the tools and community you need to do your best work. Each of us is committed to holding ourselves accountable for results, challenging the status quo and finding new ways to grow our company and each other.

Why Civis Analytics?

  • The opportunity to be part of a growing tech startup focused on continued learning, mentorship, and internal promotion
  • Competitive benefits including flexible PTO, 401K match with immediate vesting, as well as health, dental, and vision benefits
  • Downtown open office environment near great restaurants and all public transportation options

Civis embraces the individuality of our employees and we celebrate each other's differences. Our products, services, and culture benefit from and thrive on the unique perspectives brought by each person in our Civis community. We're proud to be an equal opportunity workplace, and we are committed to equal employment opportunity regardless of race, age, sex, color, ancestry, religion, national origin, sexual orientation, gender identity, citizenship, marital status, disability, or Veteran status. If you have a disability or special need that requires accommodation, please contact [email protected]

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.

EEO IS THE LAW

EEO Supplement

Pay Transparency

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Technology we use

  • Engineering
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ReactLibraries

Location

As one of the popular hubs for tech startups, Chicago is the perfect backdrop for Civis's growing team.

An Insider's view of Civis Analytics

What's something quirky about your company?

One of my favorite parts about Civis is the culture of learning—talking about academic papers is encouraged as well as sharing weird facts about things people are interested in. I also love the people at Civis because they genuinely care about each other and also serving the wider world.

Evelyn

Software Engineer

What are Civis Analytics Perks + Benefits

Civis Analytics Benefits Overview

- The opportunity to be part of a growing tech startup focused on solving interesting and meaningful problems, invested in internal promotion, and committed to fostering a diverse, equal and inclusive workplace. 
- Competitive benefits, including unlimited PTO, 401K match with immediate vesting, health, dental, and vision benefits, paid parental leave, breastfeeding support including breastmilk shipping services for traveling moms, flexible work from home policy, commuter benefits, wellness initiatives including weekly group meditations, monthly on-site massage therapy, and pet insurance.
- Modern office, conveniently located in the Loop. Close to public transportation, great restaurants and beautiful city views.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Diversity, Equity, and Inclusion; Civis-for-Good; Reading Groups/Journal Clubs
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $6000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 50000 times an employee's annual salary.
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 1% of contributions up to 100% of an employee's annual gross pay.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 8 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive 4 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Civis believes that if you are sick you should stay home. We have a flexible sick policy with no stated limits.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Cross functional training encouraged
Promote from within
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