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NextRequest is a mission-driven company committed to using technology to reshape how the public interacts with government. We build software that makes it simple and easy for local governments to manage and respond to public records requests (also known as Freedom of Information Act Requests).  We’re looking for somebody to join our Customer Experience team to onboard and provide support for customers to ensure that every agency that uses NextRequest is positioned to get the most out of the software.  We’re particularly interested in applicants who have experience working as a city clerk or in another role at a government agency where they were involved in responding to public records requests. You’ll be a good fit if you: Have experience managing the rollout of enterprise software, ideally at or for a government agency Are extremely organized, with the ability to manage a dozen or more concurrent onboardings and ensure that nothing falls through the cracks Have excellent interpersonal skills: you’ll need to be able to build rapport with customers and make them feel comfortable with technology that may be outside their comfort zone Have excellent verbal and written communication skills, with the ability to convey technical information to a non-technical audience Have lots of curiosity, initiative, and creativity: when you see a process that could be improved or an opportunity that’s being missed you jump on it  Have experience working in local government Have experience working remotely or with a distributed team What you’ll do: Onboard new customers: document their needs, develop a customer success plan, configure their NextRequest portal, and lead trainings Provide ongoing support by answering questions about the software and coordinating with engineers to troubleshoot issues Conduct regular webinars on how to use NextRequest Write documentation and create videos on how to use NextRequest features Identify and execute on ways to improve our onboarding and support processes to make them more efficient and impactful Be a voice for the customer: gather feedback about the product, provide input on features under development, and test out new releases Additional projects that fit your experience and the company needs—possibilities include contributing to the NextRequest blog, helping with QA testing, analyzing data on user behavior, building out in-app tutorials and more! Location: Our main office and your manager are based in San Francisco (with offices in the Raleigh-Durham, Boston, Philadelphia, Seattle, and Minneapolis metros), but we are open to hiring remotely anywhere in the US for this role. NextRequest is an equal opportunity employer. We are committed to a working environment that reflects our community. We especially encourage applicants who are underrepresented in the technology industry, including women, people of color, and LGBTQIA candidates. Pursuant to the San Francisco Fair Chance Ordinance (FCO), we will consider employment for qualified applicants with arrest and conviction records.