Customer Success Manager – Public Safety

Role Overview

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.
• Serve as primary contact for all accounts in your book of business.
• Conduct regular business reviews to measure and achieve success against customer goals.
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
• Work cross-functionally and with customers to ensure state law requirements are met through products and trainings.
• Identify and escalate major product issues, client concerns, and retention risks.
• Host best practices webinars and office hours on a rotating schedule.
• Participate in the User Acceptance Testing as requested by senior leadership.
• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.
• Contribute to team projects as directed by leadership.
• Serve as point of escalation for customer care issues.
• Thoroughly understand your product, including independently providing demonstrations to customers.
• Identify, document, and resolve issues that occur including assisting junior team members with problem solving.
• Lead your platform team of Customer Success Manager colleagues in prioritizing open customer issues, ensuring clear documentation of those issues for visibility to the wider team.
• Actively participate cross-functionally to prioritize product issues based on maximizing retention of the broader customer base, including articulating solutions that capture synergies to address needs of multiple customers.
• Work as a liaison between your book of business, your platforms broader customer base, and internal technical teams to drive action that directly contributes to customer satisfaction, retention, and upsell
• In response to new product releases, lead the development and deployment of customer-facing documentation, release communication, and how-to knowledge to ensure successful adoption of new features.
• Drive the improvement or new development of practices that improve customer awareness and utilization of Vectors platforms.
• Other duties as assigned.

Requirements

• 5-7 years experience in a customer-facing, service-oriented position focusing on relationship management.
• Bachelors degree in a related field preferred
• Knowledge of risk pools and partnerships is preferred.
• Experience with Public sector, including Fire and Law Enforcement.
• Ability to manage projects with complex, larger organizations.
• Knowledge of state specific laws related to products, training requirements, and compliance.
• Ability to perform in a self-managed environment.
• Excellent interpersonal skills needed to develop strong business relationships with clients.
• Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.
• Confidence presenting new ideas to clients and high-level executives.
• Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
• Excellent communication skills verbally and written in addition to presentation skills.
• Strong work ethic and ability to work independently with minimal supervision.
• Excellent organizational skills.
• Ability to adapt to new conditions, assignments, and deadlines.
• Excellent time management, goal setting and prioritization capability.
• Thrives working in a fast-paced, team environment.
• Continual development of the Vector Leadership Competencies.
• Ability to travel up to 10%

Benefits

• Comprehensive, quality benefits package effective first of the month following your date of hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Educational assistance available for all employees
• Generous referral incentive program
• Company social events
• Philanthropic opportunities