Customer Success Specialist

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence (OSINT) gathered from a vast array of sources, harnessing the power of AI for critical insights.

With our get-it-done attitude and focused mission, we are growing at an unprecedented rate and are therefore seeking a Customer Success Specialist to add value to our newly created Office of Customer Success. The Customer Success Specialist will own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention. In this role, you will focus on a given territory, supporting clients at the federal, state and local levels; and serving as a trusted advisor, you will help clients maximize the value of our products while developing customer-success strategies and resources. You’ll collaborate with both internal and external senior managers to address customer needs and drive growth, while tracking and maintaining key customer-success metrics.

Your responsibilities:

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

• Collaborate, problem-solve, and/or strategize with team members, including sales and training teams

• Identify risk and growth indicators for assigned accounts

• Regular travel to customer locations to conduct in-person/on-site consultations and briefings

• 5+ years of experience working in law enforcement (analyst, investigator, officer, etc.) is required

• 3+ years of experience working with PLX, Penlink’s primary digital intelligence tool for law enforcement is required 

• Ability to manage complex customer issues and resolve escalations

• Support complex, high-value, or marquee accounts

• Results-driven, self-starter, outstanding interpersonal abilities, attention to detail and organized

• Proven experience utilizing law enforcement software for a variety of workflows

• Advanced problem-solving/interpersonal skills

• Excellent written and verbal communication skills

• Ability to document and share information internally

• Ability to manage time and prioritize tasks effectively

• Active team player, self-starter, and multitasker who can quickly adjust priorities