Customer Success Specialist

About us

Penlink is a global leader in digital intelligence solutions. Our advanced technologies simplify complex data, empowering public safety organizations to make informed decisions quickly and effectively. We believe in the power of data-driven intelligence to accelerate clarity in decision-making for global security, strategic operations, and the most critical missions. Headquartered in the US with offices worldwide.

Job Description

We are seeking a talented, driven, and experienced Customer Success Specialist to support our customers throughout the Nordics and Benelux territory. With a proven understanding of law enforcement and government organizations in the region, you will be responsible for maintaining our relationship with customer agencies by supporting them in using and growing our solutions. Reporting to the Customer Success Team Lead for the territory and working closely with the regional Sales Director, this is a remote position with time split between The Hague, the more expansive territory, and home. You will take a hands-on approach to engaging with customer agencies to ensure joint success.

Responsibilities:

• Responsible for territory renewal target in tandem with Sales Director and with your own new business target.
• Ensure the timely, on-target renewal of existing customer contracts.
• Develop and maintain a qualified and reliable new business pipeline with customers.
• Support customers with direct use of our software solutions whilst identifying opportunities to enhance and increase the use of new features and capabilities.
• Create, oversee, and execute account-focused sales plans with the Sales Director.
• Ensure strong customer relationships are built, maintained, and leveraged into up-and-cross-sell opportunities.
• Work closely with support teams, such as analysts, product, and customer support, to champion customer enablement and satisfaction.
• Participate in professional events such as conferences and exhibitions.

• A minimum of 5 years experience working with law enforcement and government agencies throughout the Nordic and Benelux territories.
• A knowledge of complex software usage for investigation and intelligence-led scenarios.
• Results-driven, capable of working on tasks independently and as a team member, with a proven track record of achieving targets.
• Excellent written and verbal presentation skills are necessary.
• English fluency is mandatory; other regional languages are highly beneficial.
• Outstanding interpersonal skills with an organized and attention-to-detail approach.
• Reside in greater The Hague area and willingness to travel regionally as needed.