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.
Requirements
YOUR 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
Nice to have
5+ years of experience working in law enforcement (analyst, investigator, officer, etc.) is
Previous experience working with PLX, Penlink’s primary digital intelligence platform for law enforcement