Webint Analyst & Customer Success

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 looking for a talented Customer Success Specialist to join our team. 

Responsibilities:

• Work closely with customers to understand their operational and technical requirements and convey these to the sales team.
• Assist with onboarding customers by proactively providing support, guidance on best practices, and providing relative use cases.
• Train and educate customers on the product upon purchase.
• Master the product offering and suggest enhancements based on end-user needs.
• Delivering training sessions to company clients
• Participate in professional events such as on-site demos and exhibitions.
• Conduct open-source investigations to develop use cases to be showcased.
• Produce lengthy, detailed intelligence (OSINT) reports - both independently and at the request of sales, customers, etc.

Required Skills and Experience:

• Proven experience in a customer-oriented role, such as Customer Success, Account Management, or Customer Support.
• A proactive approach to customer success, with a focus on continuous improvement and customer satisfaction.
• Familiarity with ticketing systems, bug tracking tools and CRM software is preferred.
• Attention to detail and problem-solving abilities, with a strong customer-oriented mindset.
• Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with internal stakeholders.
• Analytical skills to gather, interpret, and present data effectively.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple customer inquiries simultaneously.
• At least two years of experience working as an OSINT Analyst or Intelligence Analyst
• Thorough online research skills
• Exceptional writing skills in English and Hebrew
• Full proficiency in Arabic (spoken, written, and reading) is mandatory.
• Strong public speaking skills
• Proven ability to deliver effective training sessions
• Ability to work collaboratively in a team environment
• First degree