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Professional Services Specialist

1 month ago

Frisco, United States Lexipol Full time
At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, adult probation, juvenile detention, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work

Professional Service Specialist – Applications plays a key role in ensuring that clients are satisfied with Lexipol’s applications and platform services, that they meet their business needs, and that any issues are promptly and effectively resolved.  The Professional Services Specialist is responsible for designated projects with specific scopes of work to be completed within specified timelines using established methods.

The Professional Services Specialist – Applications will assist clients with configuring their application(s) to fit the needs of the agency and bringing the application online within a specified timeframe.  This is a client-facing role that provides technical recommendations to customers on configuring their systems as well as providing training to agency staff on how to administrate and use the system. This position is remote.

This is done through working in these areas of focus:

Project Management
  • Oversee the entire client project implementation process from start to finish, ensuring timely and budget-compliant completion using project management tools.
  • Initiate discussion and provide expert guidance around software configuration decisions in compliance with standard practice guidelines.
  • Provide project leadership and direction in a remote collaborative team environment including the coordination and scheduling of implementation and training meetings with clients..
  • Develop and maintain project management tools for tracking implementation processes.
  • Monitor project execution, escalate issues, and communicate project status to leadership.
  • Create and maintain project plans, including key deliverables, milestones, roles, and responsibilities.
  • Collect and use client feedback to escalate issues and recommend improvements to practices and system changes.
  • Develop effective rapport with the client team to foster trust and support successful implementation.
  • Document all client contact, issues, and resolutions. in CRM or Customer Support Desk and run ad hoc reports for analysis.
  • Participate in the development and updating in standard operating procedures for the department.•
Training
  • Provide virtual administrator and end-user training sessions conducted in various formats, such as in-person classes, virtual webinars, and one-on-one coaching.
  • Orient clients to the application onboarding site and provide technical support via telephone, video conference, or email.
  • Adapt training to account for individual learning styles, needed accommodations, and company modifications.
  • Monitor training registration, record attendance, and prepare reports on user participation.
  • Evaluate training effectiveness through assessments and user feedback.
  • Maintain current knowledge of applications and participate in testing updates and new releases.
  • Participate in curriculum development, planning, and scheduling, and maintenance of application training resources.
  • Provide post-training support, including follow-up sessions and refresher courses.
  • Maintain records of training sessions, attendance, user progress, and client interactions
  • Generate reports on training activities, effectiveness, and user satisfaction.

System Configuration and Validation
  • Gather and analyze requirements from stakeholders to configure software and service offerings according to their needs on time, to client specifications and with accuracy and efficiency.
  • Set up user roles, permissions, and access controls, and configure system settings, workflows, and integration points.
  • Conduct pre-deployment and post-deployment testing to ensure software functionality and validate successful installation and configuration.
  • Participates in testing software updates and new application releases.
  • Partner with internal resources to resolve or request software changes, customer support, and training assistance to meeting client needs.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Core Competencies:
  • Customer Service - Consistently demonstrates respect, responsiveness, professionalism, and effectiveness while providing superior service for customers. Develops deep understanding of customer needs and advances Lexipol’s reputation for excellence. Performs duties at a level above and beyond what is expected. Encourages customer feedback and keeps customers informed on matters of interest.
  • Job Knowledge & Technical Ability - Understands products, services, and customer. Demonstrates understanding of objectives, duties, responsibilities, and expectations required of the job. Anticipates change and keeps current with informational and technological enhancements to meet new challenges.
  • Results Orientation - Prioritizes and balances competing priorities to meet all project and commitments in a timely manner and delivers quality results. Spends his/her time and the time of others on what is important and quickly focuses on the critical elements of work that remains important rather than focusing on what may not be adding significant value. Helps to eliminate roadblocks with work and assists with delivering the result by keeping focused, keeping others around him/her focused, and delivering a work product.
  • Planning & Organizing -Can accurately scope out the length and difficulty of tasks and projects and can set objectives and timelines appropriately. Can properly break down work into process steps and establish schedules and assignments, anticipating and adjusting for problems or roadblocks. Understands the criticality of measuring performance against goals and evaluating results. Allocates the appropriate number of resources needed to get things done and uses them effectively and efficiently. Champions Change. Recognizes situations where change is needed and is willing to become the champion for it. Open to new and different ways of approaching work to solve problems and create opportunities. Demonstrates courage to make changes for improvement.
  • Oral & Written Communications -Effectively expresses information to multiple audiences through clear, convincing oral and written communications; demonstrates logical thinking when describing facts and concepts, and shapes communications to meet the needs of a specific audience; actively listens to others and demonstrates understanding of various comments, questions, and opinions of others.
  • Interpersonal Skills & Savvy - Considers and responds appropriately to the needs, feelings, and capabilities of all constituents - peers, subordinates, and leaders. Gains cooperation across the organization to obtain information and accomplish goals, including managing disagreements in a constructive way to bring issues to positive resolve. Works diligently to relate well to all individuals both in and out of the organization, representing Lexipol positively, building appropriate rapport. Uses diplomacy and tact to further understand situations and people for the benefit of collaboration and teamwork.
     
Qualifications:
  • Bachelor’s degree in public safety disciplines, business administration, or a relevant field is required with minimum two years’ relevant experience; or
  • Associate degree with minimum four years of commensurate experience in training adults, software training or admirative functions oversight to public safety agencies; or 
  • Minimum eight years’ commensurate experience without a degree.
  • Two or more years of local public safety agency with training, administrative functions or related experience.
  • Three to five years of customer service experience.
  • Exceptional project, organization, and time management skills.
  • Ability to learn and apply new technology applications within a reasonable time period. 
  • Proficient with Microsoft Office applications (e.g., Word, basic Excel, Outlook, Teams, PowerPoint) and common internet resources.

Target Outcomes/ Target Results
  • Consistently provide accurate assessment of Client’s progress in deploying Lexipol solutions.
  • Complete all projects within assigned timeframes
  • Consistently provide high-level customer service to clients.
  • Maintain knowledge of Lexipol solutions and updates by reviewing upcoming release material consistently.
  • Maintain a utilization rate of >75% monthly.
  • Attain quality performance levels of >80% overall for position’s essential skills within first year.
  • Attain understanding of >80% of the processes identified as essential for this position first year.

Employee Value Proposition
  • The Professional Services Team is a high-performance team predominantly consisting of public safety veterans focused on ensuring public safety agencies have policies that are applicable, practical, functional, and constitutionally sound.
  • The workload and commitment of our team is best suited for individuals who are detail oriented, organized, and task driven.
  • As part of the Lexipol Customer Experience Team, the Professional Services Team is committed to ensuring every customer enjoys their experience working with Lexipol and appreciates the value of our services and support.
  • The Professional Services Team meets regularly to stay connected, receive training, discuss process improvements, and stay informed of company-wide changes and opportunities.
  • With our focus on a great customer experience, we spend a lot of time working in small to medium-sized collaborative meetings with clients and forge long-lasting relationships with agency members.
  • Lexipol continues to grow, and the Professional Services Team continues to have opportunities for career advancement and promotion.
  • With a focus on continuous improvement, there are lots of opportunities to participate in the growth and development of Lexipol’s future.

The Environment
  • Report to a Team Lead who understands the technical and business needs of the team and is committed to building partnerships, generating ideas, making continuous improvements, providing resources, refining processes and supporting the success of each team member.
  • Our team drives projects to completion and acts as a force multiplier to ensure work is accomplished with proper input, decision making, and direction from the client.
  • Our team is driven by the ability to provide critical support to the public safety industry. Many of our team members are public safety veterans.
  • We leverage our collective experience of more than 2,000 years to the benefit of the public safety industries we support every day.
  • We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential.

Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

Base compensation range for this position is between $26-29/hour DOE with an annual bonus.

About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.