2+ years of experience in sales or client relationship management
Law enforcement or government experience is a plus
Proficient in MS Office and familiarity with CRM tools such as Salesforce
Willingness to travel extensively throughout Louisiana and surrounding states
Responsibilities
Act as main point of contact for designated accounts, fostering strong relationships
Analyze customer journeys and offer consultative support to enhance client outcomes
Coordinate efforts among project teams and external providers to meet deadlines
Work collaboratively with team members to strategize for client interactions
Prepare and present performance metrics to clients, using data to identify improvement opportunities
Benefits
Opportunity for extensive travel within Louisiana and surrounding states
Engagement in a technology-focused environment
Collaborative work with cross-functional teams
Exposure to strategic advisory roles
Development of best practices in customer success
Full Job Description
SUMMARY: Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development. As a key member of the leadership team, the Sr CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
Objectives of this role
Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
Maintain existing customer-success metrics and data as directed.
Responsibilities
Serve as 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.
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
Work with sales and marketing teams to boost customer referrals and develop case studies.
Qualifications
Bachelor's degree in business, criminal justice, or related field
2+ years Sales/client relationship management
Law Enforcement or govt employment a plus
Experienced professional with some sales/client relationship or management experience
Must be able to travel extensively throughout Louisiana and surrounding states as needed. Both day trips and overnight travel will be required based on business needs.
Active team player, self-starter, and multitasker who can quickly adjust priorities.
Preferable in a technology-based company
Criminal Justice experience either directly or as a vendor is a plus
MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint)
Salesforce or other CRM experience a plus
Competencies
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
