Customer Success Manager
3 weeks ago
The MSAB vision is to empower every investigation with digital forensic solutions - for a safer world. A core value is to run an ethics-driven company with innovation and results. We are the global leader in digital forensic technology for mobile device examination and analysis. The sole focus of MSAB is on delivering high quality digital forensic solutions to collect, review, analyze and manage data. We are a trusted partner to Law Enforcement, Defense Forces, Government Agencies and Forensic Laboratories in democratic countries throughout the world enabling them to investigate crime, gather intelligence, investigate fraud, and fight corruption._
As a **Digital Forensics Customer Success Manager**, you will be the crucial link between our innovative software and the customers who use it daily to fight crime. You will provide exceptional support to our sales team and customers, ensuring they get the answers and information needed to wield our technology to its full potential.
**The Role**:
We are seeking a motivated and customer-centric individual to join our team as a Customer Success Manager with a strong emphasis on sales support skills. This position requires a proactive and strategic approach to customer engagement, with a focus on building long-term relationships and maximizing revenue growth. The role is primarily one of customer care and you will be expected to oversee customer inquiries with confidence. You will operate in the US West Coast region, supporting other MSAB Sales staff. This role is all about collaborating in a supporting role that works with post sales activity, order processing, upsell opportunities, license renewal, but also pre-sales activities like prospects and leads. Upon successful customer acquisition, your role is to ensure a seamless long-term journey with MSAB, ensuring first line support regarding matters related to delivery of equipment, orders, and license renewals.
**Responsibilities**:
One of your primary responsibilities will be to maintain existing customer relationships and ensure the seamless renewal of licenses for existing customers, alongside up-sales of training, product upgrades and necessary accessories. You will also help generate and qualify leads: unearth prospects and help nurture them through the sales funnel, identifying their needs along the way.
You will be responsible for developing and maintaining strong relationships with customers, understanding their business needs, challenges, and objectives. You do this by regularly engaging with the customers through various channels to ensure satisfaction and address any concerns promptly.
A key success factor will be an effective understanding of the capabilities and intricacies of our customers’ use cases and our product software suite. You have a deep understanding of our products and services and can effectively communicate value propositions as well as provide product training and guidance to customers.
It will be essential that you maintain accurate records in our CRM by keeping track of interactions, ensuring a seamless customer experience. You will help the wider sales team to identify marketing materials that encourage further adoption of our products and services.
**Qualifications**:
- Excellent communication skills: Both written and verbal fluency are essential to build trust with customers by clearly explaining our products, training, services, and benefits.
- Strong understanding of the sales process and ability to identify opportunities for upselling. With proven experience in a customer-facing role, focused on sales & account management.
- Good administrative skills and an understanding of order finance processing will be vital to your success in the role. Familiarity with CRM systems and sales tools is essential.
- Team player with a can-do attitude: You are collaborative, resourceful, and always eager to go the extra mile.
- Technical aptitude: A basic understanding of computers and software is required, together with a willingness to learn about Digital Forensics is necessary.
**What we can offer**:
Create a safer world with us
As one of the world’s leading digital forensics companies, MSAB leads the way in pioneering advancements that contribute to making our world safer.
Your work at MSAB will bridge the gap between technology and justice. You will be inspired to go beyond your comfort zone, and you will deal with challenging and meaningful projects. When you join us, you become part of a global team that aspires to create a safer digital future, one breakthrough at a time.
We can offer you an exciting work environment, where we value being innovative, acting ethically and delivering results in everything we do while our customers' needs are at the center. We are proud to be a fast-growing international company with more than 20+ nationalities and we work with things that really make a difference.
Every day at MSAB is an opportunity to redefine the future of digital foren
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