What are the responsibilities and job description for the Public Sector Customer Experience Manager position at SIB?
About SIB | SpendBrain
SIB | SpendBrain helps organizations optimize indirect spend and drive sustainable cost savings through proprietary AI-driven analytics and decades of category expertise. We’ve built the world’s first spend ontology—a unique framework that connects data, human insight, and technology to deliver measurable financial impact across complex spend categories.
With over 35 years of experience across seven integrated firms, we partner with clients to bring clarity, strategy, and results to cost optimization.
Role Overview
We are seeking a Customer Experience Manager to support and grow relationships within our Public Sector client base, including state agencies, counties, municipalities, and special districts.
This role is responsible for ensuring successful client outcomes, driving retention, and identifying opportunities to expand SIB’s footprint within existing accounts. You will serve as the primary point of contact for clients post-sale, working closely with internal teams to deliver measurable results while navigating the complexities of public sector environments.
What You’ll Do
- Serve as the primary relationship owner for assigned public sector clients post-sale
- Ensure successful onboarding, implementation, and ongoing delivery of SIB solutions
- Build strong relationships with key stakeholders, including finance, procurement, and operational leaders
- Drive client satisfaction, retention, and long-term engagement
- Identify and develop opportunities for account expansion and additional savings initiatives
- Partner with Account Executives and solution teams to support upsell and cross-sell efforts
- Lead regular business reviews, presenting results, savings achieved, and future opportunities
- Navigate public sector structures, including procurement, compliance, and budget cycles
- Coordinate internally across category experts, delivery teams, and leadership to ensure execution
- Proactively identify and resolve client issues, risks, or gaps in service delivery
- Maintain accurate account plans, client status updates, and reporting in Salesforce or internal systems
- Act as a client advocate while balancing business priorities and operational realities
What You Bring
- 5 years of experience in client success, account management, or customer experience roles
- Experience working with public sector clients (state, local, or education) strongly preferred
- Strong understanding of:
- Government structures and decision-making
- Budget cycles and procurement processes
- Experience in:
- Professional services, consulting, SaaS, or cost optimization environments
- Proven ability to manage and grow complex, multi-stakeholder accounts
- Strong communication and executive presence — comfortable engaging with senior leaders
- Ability to translate data and outcomes into clear, value-driven client conversations
- Highly organized with strong follow-through and attention to detail
- Collaborative mindset with the ability to work cross-functionally
- Self-starter who can operate effectively in a fast-paced, evolving environment
Why Join SIB | SpendBrain
- Be part of a company redefining cost optimization through data and AI
- Work with experienced operators and category experts delivering real client impact
- Opportunity to own and grow meaningful client relationships
- Collaborative, high-performance culture focused on results
- Competitive compensation and growth opportunities