[Hiring] Customer Success Specialist @penlink

Role Description

PenLink is seeking a Customer Success Specialist to join our Customer Success Team. The Customer Success Specialist will own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention. In this role, you will focus on a given territory, supporting clients at all levels; serving as a trusted advisor, you will help clients maximize the value of our products while developing customer-success strategies and resources. You’ll collaborate with both internal and external senior managers to address customer needs and drive growth, while tracking and maintaining key customer-success metrics.

This is a fully remote position with preferred applicants located in California, Washington, Oregon, Idaho, Nevada, and Arizona.

Qualifications

• 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
• 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

Requirements

• 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.