Client Success Representative

About the role

CIS is looking to fill a role to support one of our delivered products. SDNexus is the platform state surplus agencies (SASPs) and their donees use to run the Federal Surplus Personal Property Donation Program. We’re looking for a Client Success Representative to be the person on the other end of that system, the one a nonprofit or public agency calls when they don’t know what a 21-day cancellation window is, and the one who makes sure they never miss one.

This is a hands-on, relationship-owning role. You’ll carry clients from first contact through long-term compliance: onboarding, eligibility renewals, system access, property requests, and the federal rules that govern all of it. It suits someone equally comfortable with structured process work and with patient, plain-language explanation.

What you’ll do

• Guide applicants through SDNexus registration and onboarding; verify Head Authorized Official contact information, document preferred contact methods, and manage 3-year eligibility renewal cycles.
• Train donees on SDNexus workflows through ongoing workshops and one-on-one guidance, and enforce program requirements such as the mandatory 90-day login rule that prevents account suspension.
• Help clients submit property requests: strengthen justifications, confirm property condition, and monitor pick-up timelines through to completion.
• Advise clients on compliance: property restrictions, in-state utilization mandates, out-of-state permits, and 21-day cancellation windows.
• Manage support tickets in the SDNexus helpdesk portal against strict SLAs during support hours (9:00 AM – 5:00 PM EST), with responses that reflect both regulatory accuracy and real client care.
• Become proficient in PPMS.gov - both the workflows and the compliance side - and stay current as rules and systems change.
• Document accounts and open issues well enough that any teammate can pick them up; a clean transfer of trust is part of the job, not an afterthought.

What we’re looking for

• 2+ years in customer success, account management, government or nonprofit relations, or a similar client-facing role. Two years of direct one-to-one sales also qualifies.
• An exceptional communicator who can translate complex compliance requirements for nonprofits, public agencies, and program administrators alike.
• Operational rigor: comfort managing structured compliance workflows, SLAs, and multi-step processes with precision.
• Genuine patience for clients navigating unfamiliar government systems, many of them nonprofits with limited technical resources.
• A problem-solving mindset — diagnose a client’s blocker quickly and find a compliant path forward inside a fixed regulatory framework.
• A real appetite for learning. The applications and regulations in this role are numerous and they change constantly; keeping current is non-negotiable.

Nice to have

• Familiarity with government portals, particularly SAM.gov and PPMS.gov.
• Working knowledge of GSA 41 CFR 102.37, the Veterans Small Business Enhancement Act (13 CFR 125.100), and related compliance standards.
• Prior exposure to state surplus agencies (SASPs) or the federal donation program itself.
• Experience with helpdesk or ticketing systems in an SLA-driven support environment.
• Experience training or running workshops for non-technical users.