Customer Success Representative

Job Description

Job Description

Description :

Position : Customer Success Representative

Division : Business Services

Company : Civix

Civix delivers software and services to transform the public sector, including solutions in the elections, ethics, business registration, and grants administration areas. Our name represents our civic commitment to helping clients succeed, because when they do, it enables them to make a positive impact in the lives of the people they serve.

Civix is a dynamic and growth-oriented software company committed to delivering cutting-edge solutions to our clients. We pride ourselves on our innovation, commitment to customer success, and operational excellence.

Our Business Services solutions help governments interact effectively, efficiently and seamlessly with business customers. Civix is looking for a Customer Success Representative to join our team within the Business Services division —someone who thrives in a client-facing role, enjoys problem-solving, and is passionate about supporting users throughout their software journey.

Position Summary

The Customer Success Representative provides comprehensive software support and technical assistance to our state agency clients. This role is responsible for diagnosing and resolving client issues in a timely, professional manner—working independently or collaboratively with team members to ensure effective resolution and client satisfaction

Key Responsibilities

• Serve as the main point of contact for client inquiries and issues related to Civix Business Services software.
• Build and maintain strong relationships with clients, earning their trust and representing Civix’s core values.
• Respond to client inquiries and resolve issues promptly, communicating solutions clearly via email and phone.
• Accurately document all client interactions in designated client management systems to ensure transparency and effective issue tracking.
• Manage and prioritize open support cases in accordance with established policies and service levels.
• Assess technical issues and escalate to senior staff or appropriate departments when additional expertise is required.
• Collaborate with internal teams, departments, and divisions on matters related to supported software applications.
• Engage with clients to understand their processes and provide informed guidance on business requirements.
• Conduct minor business analysis independently or with team members to evaluate and implement client update requests.
• Translate client requirements into clear, actionable items for the development team if needed.
• Partner with software developers to troubleshoot and resolve technical issues.
• Perform quality assurance (QA) and testing of software updates and system enhancements.
• Develop and maintain user-facing documentation and training materials.
• Deliver end-user training on system functionality, both remotely and in person.
• Travel to client sites to conduct in-person training sessions (must meet U.S. entry requirements).

Requirements :

Required Skills & Experience

Preferred Qualifications

Education