Customer Success Manager

Customer Success • Full-time • Remote

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At a time when police and community relationships are tested more than ever before, law enforcement agencies are looking for every opportunity to provide their communities with exceptional service. SPIDR Tech has built the world’s first automated customer service platform for law enforcement that gives agencies the tools they need to best serve their communities. Our platform interacts with 911 callers and victims of crime by communicating with them directly to keep them updated and gather their feedback.

We are seeking a customer-centric, highly motivated Customer Success Manager to ensure that we are providing the best partnership possible to our customers. The Customer Success Manager will work directly with agencies, ensuring they successfully adopt, realize value, and positively impact their agency and community with the SPIDR Tech platform.

Responsibilities:

  • Own and manage long-term partnership with a portfolio of customer agencies from post-sale to product launch and beyond
  • Assist Implementation Manager with project milestones during initial deployment as needed
  • Serve as point-of-contact for assigned customers, create tickets for issues, improvements, and feature requests
  • Follow SPIDR Tech’s Customer Success playbooks to provide exceptional customer satisfaction to assigned accounts
  • Works closely with our customers alongside Sales, Implementation, Customer Support, and Product teams to ensure our services are delivered successfully
  • Sustain business growth and profitability by maximizing value
  • Analyze customer data to improve customer experience, identify liabilities and areas for improvement
  • Facilitate onboarding, on-going training, and strategies to increase value for customers
  • Mediate between clients and the organization
  • Ongoing customer check-ins and proactive initiatives to provide insight, value, and reportable metrics
  • Minimize customer churn
  • Advocate for customer in product design, feature requests, and product development
  • When safe to do so, some travel to conferences and customer meetings

    • Need to Have:

  • 2+ years experience in a customer-facing role such as Customer Success, Account Management, or Customer Support
  • A bachelor’s degree from an accredited university
  • Excellent written and verbal communication skills
  • Excellent presentation skills, creating custom presentations using Keynote or Powerpoint
  • Proficiency with Excel or Google Sheets
  • Proficiency with Powerpoint, Keynote or similar programs
  • Ability to prioritize, time manage, and project manage multiple customers
  • Salesforce.com experience
  • Knowledge of customer success processes
  • A passion for keeping customers happy
  • Strong attention to detail
  • An outgoing personality
  • A desire to help law enforcement agencies
  • Ability to pass a criminal background check
  • EMPATHY

    • Preference for Candidates With:

  • Background in Law Enforcement or Public Safety
  • Project Management experience
  • Data analysis experience
  • Familiarity with Jira
  • Familiarity with Freshdesk
    •

    Reasons to work at SPIDR Tech

    • Improve relationships between public safety agencies and communities
    • Positively impact millions of crime victims and 911 callers
    • Get constructive exposure to real world law enforcement
    • Receive competitive compensation
    • Work fully remote from anywhere in the United States
    • Keep a flexible work schedule and enjoy an open PTO policy
    • Work with a company that is experiencing significant growth due to the effects of coronavirus and the critical conversations around police reform

    Our products allow public safety agencies across the U.S. to give citizens modern responsiveness and customer service so they can improve their relationships within their communities. This is your chance to join a tight-knit, growing team and help us make people's lives better in ways that really matter.

    SPIDR Tech was founded in Manhattan Beach and is a fully remote company. We are an equal opportunity/affirmative action employer.