Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the entire client relationship lifecycle, encompassing onboarding through to ongoing satisfaction and retention.

• Act as the primary point of contact for designated accounts, fostering trust and rapport while pinpointing areas of opportunity, showcasing best practices, and documenting both.

• Analyze the customer journey, assess the support provided, and employ a consultative approach to assist clients in overcoming challenges and achieving their objectives.

• Collaborate with team members, including those in sales and training, to solve problems and develop strategies.

• Identify risks and growth indicators for the accounts you manage.

• Travel regularly to customer sites for in-person consultations, demonstrations, and briefings.

• Follow team and company protocols diligently.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in law enforcement (analyst, investigator, officer, etc.) is preferred.

• At least 3 years of experience with OSINT, particularly using Tangles, which is Penlink’s primary open-source intelligence tool for law enforcement, is required.

• Prior experience with PLX, Penlink’s main digital intelligence platform for law enforcement, is preferred.

• Capability to manage customer issues and effectively resolve escalations.

• Support for complex, high-value, or marquee accounts.

• Results-oriented, self-driven, with exceptional interpersonal skills, attention to detail, and organizational abilities.

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

• Demonstrated experience in utilizing law enforcement software across a range of workflows.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements to support work-life balance.

• A collaborative and inclusive company culture.