JustFOIA is the easiest-to-use records requests software, that manages every step of the process from intake to delivery for state and local governments. It is our culture to innovate and evolve by providing the latest technology to match our clients’ needs. Trusted by 1,400+ clients nationwide, success starts with our eagerness to understand our clients’ goals. If you are passionate about product, then JustFOIA is the right place to make a real impact in the company and the communities it serves.
As part of a growing team, the Project Coordinator focuses on maintaining a high level of customer satisfaction through effective implementations of new JustFOIA sites and services. This person is an integral component of our customer’s journey to success – ensuring their needs are met by properly configuring their site, confidently training them how to use the software and effectively managing their project.
The ideal candidate will be a true self-starter: an active listener, engaging communicator, analytical, both a planner and a doer, and always striving for excellence. Success in this position will require organization, problem-solving and communication skills to deliver the superior level of customer service to our valued clients. They must excel at working independently to assess our customer’s needs, implement our technology solutions, and build strong relationships with all stakeholders.
What you’ll do:
- Serve as the primary customer contact, building and maintaining long-lasting relationships.
- Manage escalated customer support issues, exercising discretion to result in a favorable outcome.
- Maximize annual renewal revenue.
- Proactively ensure customers are fully utilizing products.
- Capture, maintain and communicate new business opportunities that identify areas of improvement.
- Meet or exceed Expansion sales goals.
- Ensure quarterly contact with accounts so that client satisfaction is continuously top of mind.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Forecast and track Customer Success metrics (e.g. Retention, Expansion Pipeline, etc.).
- Secure Customer Success stories by partnering with the Marketing Department.
- Develop new business from existing clients and actively seek upsell opportunities with product add-ons and training.
- Oversee Client retention/renewal goals.
- Partner with other departments to improve the customer experience.
- Organize and lead Customer User Group.
What you’ll need to be successful:
- Experience with software and data analysis tools as well as MS Office (particularly MS Excel).
- BA/BS Degree, Sales or relevant field.
- Ability to communicate, present and influence account stakeholders, including Executive and C-level.
- Strong level of customer service.
- Proven ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail.
- Excellent listening, organizational and presentation abilities, to include strong verbal and written communication skills.
What you can expect from us:
We really ARE more than a company…we are a family! We have a passion for growth and hitting goals, but we want to do it together as a team and enjoy the ride as we go.
WE ARE APPROACHABLE.
Want to talk to a member of management or leadership, walk up and say hi.
WE TRUST YOU.
We don’t have a million rules because we believe you will embrace our Culture Code and make good decisions.
WE EMBRACE TECHNOLOGY!
We love it, sell it, support it, use it, and need it.
WE DRESS COMFORTABLY.
We need you to work hard, not wear a tie.
WE ARE KIND.
Being kind, forgiving, empathetic, and respectful can change your life and everyone around you.
WE ENJOY OUR TEAM.
Use your webcam, collaborate, build relationships, and recognize others for doing a great job. You work a lot; make the most of your time here.
WE VIRTUALIZE EVERYTHING.
We strive for 100% inclusion of our remote teammates.
JustFOIA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.