Customer Success Specialist

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Take ownership of the entire lifecycle of client relationships, from onboarding through to ongoing satisfaction and retention.

• Act as the primary contact for designated accounts, fostering trust and rapport.

• Recognize opportunities for improvement and document best practices.

• Assess the customer journey and analyze the support it receives.

• Employ a consultative approach to assist clients in overcoming challenges and reaching their objectives.

• Collaborate, problem-solve, and strategize with team members, including those in sales and training.

• Identify risk factors and growth opportunities for assigned accounts.

• Conduct regular in-person or on-site consultations, demonstrations, and briefings at customer locations.

• Follow team and company protocols diligently.

• Develop strategies and resources focused on customer success.

• Work together with internal and external senior management to address customer requirements and promote growth.

• Monitor and maintain essential customer success metrics.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in OSINT is mandatory.

• Over 5 years of experience in law enforcement is preferred.

• Familiarity with Tangles, PenLink’s primary open-source intelligence tool for law enforcement, is preferred.

• Capability to manage customer issues and effectively resolve escalations.

• Ability to support complex, high-value, or marquee accounts.

• Results-oriented, self-motivated individual with excellent interpersonal skills, attention to detail, and strong organizational abilities.

• A proactive team player who can quickly adjust to changing priorities and support multiple customers or initiatives at once.

• Demonstrated experience utilizing law enforcement software across various workflows.

• Preferred candidates should reside in California, Washington, Oregon, Idaho, Nevada, or Arizona.

🏝️ Benefits

• Fully remote position.

• Regular travel to customer sites for in-person or on-site consultations, demonstrations, and briefings.