Customer Success Specialist

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PenLink

WebsiteLinkedInAll Job Openings

201 - 500 employees

PenLink stands at the forefront of digital intelligence, offering comprehensive solutions tailored for law enforcement, national security, and defense sectors. With a history spanning over three decades, our expertise lies in seamlessly integrating open-source intelligence with judicially obtained digital evidence.

📋 Description

• Own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention • Serve as a 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 • Collaborate, problem-solve, and/or strategize with team members, including sales and training teams • Identify risk and growth indicators for assigned accounts • Regular travel to customer locations to conduct in-person/on-site consultations, demonstrations and briefings • Adhering to team and company processes • Other duties as assigned

🎯 Requirements

• 5+ years of experience working in law enforcement (analyst, investigator, officer, etc.) is preferred • 3+ years of experience working with OSINT, preferably Tangles, Penlink’s primary open-source intelligence tool for law enforcement is required • Previous experience working with PLX, Penlink’s primary digital intelligence platform for law enforcement preferred • Ability to manage customer issues and resolve escalations • Support complex, high-value, or marquee accounts • Results-driven, self-starter, outstanding interpersonal abilities, attention to detail and organized • Active team player who can quickly adapt to changing priorities and support multiple customers or initiatives simultaneously • Proven experience utilizing law enforcement software for a variety of workflows