Please note we are a fully remote company.
Public safety or law enforcement background preferred.
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 partnerships 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, ongoing 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 customers in product design, feature requests, and product development
When safe to do so, some travel to conferences and customer meetings
Need to Have:
Government or law enforcement experience strongly desired
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 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.
Job Type: Full-time
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Work Location: Remote