Customer Success Manager

3 months ago

Boston, United States Colossus, LLC Full time

Caliber is looking for a Customer Success Manager to join our team As the Customer Success Manager (CSM) you will responsible for driving the ongoing success, adoption and benefit realization of the Caliber solutions across your assigned accounts. As the expert on each customer’s strategic goals and operations, you will guide customers and drive adoption of the Caliber solution, over the life of the customer relationship.

You should be comfortable consulting and influencing public safety system executives and have a strong understanding of the customers’ strategic business goals in support of expanding the Caliber footprint.

Key Responsibilities

Ensure customers derive maximum value and net benefit from their investment in the Caliber solutions Develop a trusted advisor relationship with public safety system executives, end users and other Caliber champions to ensure each customer’s use of the Caliber solution closely aligns with its unique agency needs Identify opportunities to expand the relationship and generate new opportunities for growth and innovation Possess a comprehensive understanding of the Caliber solution and serve as a consultant identifying new opportunities to optimize the use of the Caliber Solutions Maintain strong customer retention rates aligned with corporate goals Track and measure the net benefits of Caliber against well-defined customer goals and objectives and provide quantified data to customers and internal Caliber teams. Identify product improvement opportunities and work with the Caliber Product Management team to develop new features and functionality within the solution to support customer objectives.

Qualifications

Bachelors’ Degree or equivalent work experience Minimum seven (3) plus years of relevant Public Safety work experience Strong customer-focus and service orientation. Ability to consult with customers’ onsite and remotely at the executive level, and at the business operation and technical levels. Excellent written and oral communication skills, including presentation skills. Strong analytical and problem-solving abilities. Willing to travel up to 50%

What Will Make You Stand Out

Direct experience with customer retention strategies Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization. Ability to accomplish results working through others. Hands on, individual contributor and collaborative team player.

About Us

Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000+ Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees – earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever. #J-18808-Ljbffr

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