Customer Success Specialist
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Job Description
Customer Success Specialist at PenLink managing client relationships and supporting law enforcement software. Collaborating with clients and teams to maximize product value and achieve goals.
Responsibilities:
- Own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention
- Serve as a day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices and documenting both
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Collaborate, problem-solve, and/or strategize with team members, including sales and training teams
- Identify risk and growth indicators for assigned accounts
- Regular travel to customer locations to conduct in-person/on-site consultations, demonstrations and briefings
- Adhering to team and company processes
- Other duties as assigned
Requirements:
- 5+ years of experience working in law enforcement (analyst, investigator, officer, etc.) is preferred
- 3+ years of experience working with OSINT, preferably Tangles, Penlink’s primary open-source intelligence tool for law enforcement is required
- Previous experience working with PLX, Penlink’s primary digital intelligence platform for law enforcement preferred
- Ability to manage customer issues and resolve escalations
- Support complex, high-value, or marquee accounts
- Results-driven, self-starter, outstanding interpersonal abilities, attention to detail and organized
- Active team player who can quickly adapt to changing priorities and support multiple customers or initiatives simultaneously
- Proven experience utilizing law enforcement software for a variety of workflows
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