SUMMARY: Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development. As a key member of the leadership team, the Sr CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
Objectives of this role
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Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
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Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
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Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
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Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
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Maintain existing customer-success metrics and data as directed.
Responsibilities
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Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
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Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
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Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
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Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
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Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
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Work with sales and marketing teams to boost customer referrals and develop case studies.
Qualifications
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Bachelor’s degree in business, criminal justice, or related field
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2+ years Sales/client relationship management
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Law Enforcement or govt employment a plus
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Experienced professional with some sales/client relationship or management experience
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Must be able to travel extensively throughout Louisiana and surrounding states as needed. Both day trips and overnight travel will be required based on business needs.
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Active team player, self-starter, and multitasker who can quickly adjust priorities.
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Preferable in a technology-based company
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Criminal Justice experience either directly or as a vendor is a plus
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MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint)
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Salesforce or other CRM experience a plus
Competencies
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Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
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Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
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Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
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Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
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Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
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Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
