Customer Success Specialist

Customer Success Specialist

PenLink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it's about improving the world and keeping safe the places we call home.

With our get-it-done attitude and focused mission, we are growing at an unprecedented rate and are therefore 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.

Responsibilities

• 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

Competencies & Experience

• 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