Agency Success Manager

Job Description

Job Description

Position Summary

The Agency Success Manager is responsible for managing the success, retention, renewal, and growth of an assigned portfolio of existing OffenderWatch law enforcement agency customers. This is an in-office, non-travel position focused primarily on customer engagement through phone, email, virtual meetings, Salesforce, and Salesforce CPQ.

The primary objective of this position is to ensure agency contracts are renewed on time, customers are effectively utilizing their subscribed products and services, and opportunities for additional value and revenue are identified through structured annual agency assessments.

The Agency Success Manager will develop an understanding of sex offender registration and community notification laws and statutory requirements within the states they support. This knowledge, combined with agency usage data, will be used to conduct meaningful assessments and identify compliance needs, product utilization opportunities, and potential service gaps.

Essential Duties and Responsibilities

• Manage the renewal process for assigned local agency customers, including proactive outreach beginning approximately 90 days before renewal.
• Maintain renewal opportunities, quotes, contract dates, customer contacts, activities, and account information within Salesforce.
• Generate and manage renewal and upsell quotes through Salesforce CPQ and ensure required internal processes are completed accurately and on time.
• Conduct structured annual agency assessments reviewing product usage, agency needs, statutory requirements, current services, and opportunities for improvement.
• Develop a working knowledge of applicable sex offender registration and notification laws and statutory requirements for assigned states and use that knowledge during customer assessments.
• Review customer usage metrics to identify underutilized products, adoption issues, potential service concerns, and opportunities to increase customer value.
• Identify and pursue qualified upsell opportunities involving additional products, add-ons, and feature upgrades. Eligible upsell opportunities may provide additional commission compensation.
• Promote adoption of Remote Express and other applicable OffenderWatch products and services within the existing customer base.
• Drive increased participation and adoption within counties where multiple law enforcement agencies, including Sheriffs’ Offices and Police Departments, may benefit from OffenderWatch services.
• Identify customer issues affecting product usage or satisfaction and coordinate with the appropriate internal teams to facilitate resolution.
• Identify opportunities for OffenderWatch Public Safety Consultants to present at local or regional Chiefs or law enforcement meetings and coordinate introductions when appropriate.
• Maintain regular communication with assigned agencies through phone, email, and virtual meetings. No travel is required for this position.
• Document customer interactions, assessments, renewal activity, opportunities, concerns, and outcomes in Salesforce.
• Provide Sales Operations with timely feedback regarding customer concerns, competitive activity, product needs, usage trends, and growth opportunities.
• Maintain a high level of organization and follow-through while managing a large portfolio of agency accounts and renewal deadlines.

Required Qualifications

• Previous professional experience using Salesforce is required .
• Experience with CRM-based account management, renewals, inside sales, customer success, or a similar customer-facing role.
• Strong computer skills and ability to perform the majority of daily responsibilities through Salesforce, email, phone, virtual meetings, and other business applications.
• Strong written and verbal communication skills.
• Ability to learn and interpret state-specific statutory and regulatory requirements and apply that knowledge during customer conversations.
• Strong organizational skills with the ability to manage multiple accounts, deadlines, follow-ups, and renewal activities simultaneously.
• Ability to analyze customer and product usage information and translate that information into actionable recommendations.
• Comfortable discussing contracts, pricing, renewals, products, and upsell opportunities with customers.
• Demonstrated ability to maintain accurate and timely CRM records.
• Self-motivated with a strong sense of accountability and follow-through.

Preferred Qualifications

• Bachelors degree in Business a plus