Vector Solutions

Customer Success Manager – Public Safety

Vector Solutions

full-time

Posted on:

Location Type: Office

Location: Cincinnati • Ohio • United States

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Salary

💰 $50,000 - $60,000 per year

About the role

  • Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.
  • Serve as primary contact for all accounts in your book of business.
  • Conduct regular business reviews to measure and achieve success against customer goals.
  • Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
  • Work cross-functionally and with customers to ensure state law requirements are met through products and trainings.
  • Identify and escalate major product issues, client concerns, and retention risks.
  • Host best practices webinars and office hours on a rotating schedule.
  • Participate in the User Acceptance Testing as requested by senior leadership.
  • In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.
  • Contribute to team projects as directed by leadership.
  • Serve as point of escalation for customer care issues.
  • Thoroughly understand your product, including independently providing demonstrations to customers.
  • Identify, document, and resolve issues that occur including assisting junior team members with problem solving.
  • Lead your platform team of Customer Success Manager colleagues in prioritizing open customer issues, ensuring clear documentation of those issues for visibility to the wider team.
  • Actively participate cross-functionally to prioritize product issues based on maximizing retention of the broader customer base, including articulating solutions that capture synergies to address needs of multiple customers.
  • Work as a liaison between your book of business, your platforms broader customer base, and internal technical teams to drive action that directly contributes to customer satisfaction, retention, and upsell.
  • In response to new product releases, lead the development and deployment of customer-facing documentation, release communication, and how-to knowledge to ensure successful adoption of new features.
  • Drive the improvement or new development of practices that improve customer awareness and utilization of Vectors platforms.
  • Other duties as assigned.

Requirements

  • 5-7 years experience in a customer-facing, service-oriented position focusing on relationship management
  • Bachelors degree in a related field preferred
  • Knowledge of risk pools and partnerships is preferred
  • Experience with Public sector, including Fire and Law Enforcement
  • Ability to manage projects with complex, larger organizations
  • Knowledge of state specific laws related to products, training requirements, and compliance
  • Ability to perform in a self-managed environment
  • Excellent interpersonal skills needed to develop strong business relationships with clients
  • Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.
  • Confidence presenting new ideas to clients and high-level executives.
  • Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
  • Excellent communication skills verbally and written in addition to presentation skills.
  • Strong work ethic and ability to work independently with minimal supervision.
  • Excellent organizational skills.
  • Ability to adapt to new conditions, assignments, and deadlines.
  • Excellent time management, goal setting and prioritization capability.
  • Thrives working in a fast-paced, team environment.
Benefits
  • Friendly, open, and casual work environment (ditch the suit & tie)
  • Comprehensive, quality benefits package effective first of the month following your date of hire
  • Matching 401(k) retirement plan
  • Healthy work-life balance with flexible work arrangements and generous time off
  • Educational assistance available for all employees
  • Generous referral incentive program
  • Company social events
  • Philanthropic opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer relationship managementproject managementrisk managementcompliance knowledgeproblem solvingcustomer issue resolutiondocumentation developmentuser acceptance testingplatform adoption strategiesdata analysis
Soft Skills
interpersonal skillscommunication skillspresentation skillsorganizational skillstime managementgoal settingadaptabilityteam collaborationself-managementattention to detail
Certifications
Bachelor's degree in related field