Posted: 27-Jun-25
Location: Pittsburgh, Pennsylvania
Type: Full Time
Salary: commensurate with experience
Categories:
Salary Details:
Preferred Education:
Client Success Manager
This is a vital role in building strong relationships with clients across North America, ensuring high client retention, active user engagement, and a smooth sales process. This position demands a strategic thinker with excellent communication skills and a passion for public safety technology.
RESPONSIBILITIES
Client Retention and User Experience:
- Develop and implement strategies to reduce client turnover and enhance user satisfaction.
- Engage regularly with clients to understand and address their needs, ensuring a consistently positive experience.
User Engagement and Account Management:
- Build and maintain strong, ongoing relationships with the existing user base.
- Manage communications and account details diligently.
- Conduct strategic outreach, focusing on upselling and increasing engagement through tailored initiatives.
Feedback and Product Development:
- Engage with clients to understand their needs and challenges.
- Relay relevant feedback to the technical team to guide future product development and enhancements.
Business and Client Relationship Development:
- Support the sales process from initiation to closure across the US and Canada.
- Develop leads, assist with trial account onboarding, and engage with trial accounts.
- Provide software demonstrations and support the pipeline to maximize conversions and minimize client turnover.
- Travel for business development, including conferences and site visits.
- Build and maintain robust relationships through regular, personalized interactions with public and private safety organizations.
Support and Collaboration:
- Provide support in various business development and user engagement initiatives as needed.
- Assist with Federal accounts and special projects, including child welfare initiatives, ensuring cross-functional team collaboration and success.
- Lead prosecution support for clients by preparing case materials, delivering analyst insights, and testifying in court when required.
- Light project management duties.
- Experience in law enforcement, child welfare, client success, education, or other related fields demonstrating the key skills required for the position is strongly desired.
- Experience testifying in court strongly preferred.
- Project management experience preferred.
- Proven ability to build trust with clients and enhance user experiences through strategic engagement and attentive service.
- Exceptional communication skills, both written and oral, with proficiency in engaging and influencing a diverse range of stakeholders.
- Aptitude for strategic thinking and the ability to provide valuable feedback to technical teams based on client interactions and insights.
- Willingness to travel and the ability to manage multiple priorities effectively in a dynamic, fast-paced environment.
- Strong organizational skills, essential for managing multiple projects, adhering to deadlines, and ensuring successful outcomes.
Excellent interpersonal skills for maintaining and building external relationships, crucial for fostering long-term partnerships and client loyalty.