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Customer Success Manager
3 months ago
Customer Success Manager
SmartCOP - Remote
SmartCOP, Inc. is a public safety software business engaged in system development, implementation, and support services for a fully integrated suite of products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting, and Jail Management System (JMS) for first responders in the law, fire, and EMS markets.
We are seeking a Customer Success Manager to work with and manage relationships with public safety agencies. This position is remote and can be based anywhere in the Southeast United States.
What will be your impact?
Responsibilities
The Customer Success Manager develops and maintains trusted advisor type relationships with the SmartCOP public safety customer base. He/she proactively contacts customers, listens to their feedback, and acts on that feedback. This position is responsible for:
Continuously developing stronger customer.
Serving as the central point of contact, with no less than quarterly communication, for the customer.
Tracking and working through customer concerns and issues.
Providing timely feedback and status to customers.
Demonstrating new features and functionality of the product suite to support customer objectives customers.
Identifying product improvement opportunities, as they arise.
Documenting customer requirements when needed, translating customer needs into the internal support requests. Tracking progress for customer and support internal teams as needed for follow up.
Customer retention.
Other duties and responsibilities as assigned by the Vice President of Operations.
Travel, as necessary, to customer sites in order to address issues and develop relationships, rapport, and confidence with customers.
What are we looking for?
Listening and problem-solving skills; ability to proactively address issues and solve problems.
An ownership mentality for wanting to succeed and please customers. Strong customer focus and service orientation.
Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
Public safety industry knowledge.
A comprehensive understanding of the SmartCOP software.
Excellent customer management skills including project management, resolving issues, setting client expectations, customer training support, and building customer relationships
Exceptional written and verbal communication skills, including presentation skills.
Strong listening, analytical and problem-solving skills; ability to proactively address issues and coordinate solutions.
Ability to respond strongly and positively to challenging work and deadlines.
Ability to multi-task and work in a fast-paced environment.
Commitment - Willingness to put in the work necessary to develop and manage customer relationships.
Hands on, individual contributor and collaborative team player.
Prioritization savvy – ability to determine appropriate priorities, responsive to urgent requests, ability to escalate as appropriate
Ability to travel, as necessary.
Microsoft Office product experience, including Word, Excel, and PowerPoint.
What WILL MAKE YOU STAND OUT?
Bachelor of Science/Administration degree (or equivalent experience).
Prior leadership experience in a public safety dispatch center, records department, patrol, or corrections.
Prior project management experience.
SALARY
Compensation will consist of base salary, bonus, and commission plus excellent fringe benefits including a 401(k) plan, generous vacation policy and health, dental, life and disability insurance.
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