Customer Success Manager – State, Local and Law Enforcement (SLED)

Customer Success Manager (State, Local, Law Enforcement)
i2 Group - Remote

i2 Group, a Harris Computer company, are seeking a Customer Success Manager – SLED, on a full-time, permanent, remote working basis, who can be located in the U.S. As a Customer Success Manager at i2Group, you will play a pivotal role in ensuring the success and satisfaction of our law enforcement customers.

You will be the primary point of contact, collaborating with customers to understand their unique needs, providing ongoing support, and driving the adoption of our link analysis software. This position requires a seasoned professional with a proven track record in customer success, account management, and revenue growth.

The successful candidate will be responsible for overseeing renewals, driving account growth, managing back-to-base sales efforts, monitoring customer Net Promoter Score (NPS), and ensuring timely payment of accounts receivable. Fanatically focused on customer success; be customer-centric in everything you do. The position includes a compensation bonus plan.
 

• Key Responsibilities:

  Onboarding and Training:

  • Lead the onboarding process for new law enforcement customers, ensuring a smooth transition to our software.
  • Conduct comprehensive training sessions to empower users with the knowledge and skills needed to maximize the value of our analysis tools.

  Relationship Management:

  • Cultivate strong, long-lasting relationships with key stakeholders within law enforcement agencies.
  • Conduct regular check-ins to understand customer goals, challenges, and opportunities for improvement.

  Product Advocacy:

  • Act as a product evangelist, promoting the features and benefits of our analysis software to customers.
  • Collaborate with the product development team to provide valuable insights from customer interactions.

  Issue Resolution:

  • Serve as the main point of contact for customer inquiries, concerns, and technical issues.
  • Work closely with the technical support team and across the i2 business to ensure timely and effective issue resolution.

  Retention and Expansion:

  • Collaborate with the sales team to identify, pursue, and capture opportunities for upselling additional i2 products or services to existing customers.
  • Develop strategies to increase customer satisfaction, loyalty, and retention.

  NPS Monitoring:

  • Establish and monitor customer Net Promoter Score (NPS) and other relevant customer satisfaction metrics.
  • Work proactively to address customer concerns, enhance customer experience, and drive positive sentiment.

  Accounts Receivable Management:

  • Collaborate with finance and operations teams to ensure timely payment of accounts receivable.
  • Implement and maintain effective processes for managing billing and collections within strategic accounts.

  Data Analysis and Reporting:

  • Analyze customer usage data to identify trends and opportunities for improvement.
  • Prepare regular reports on customer success metrics and key performance indicators.

  Qualifications:

  • Bachelor's degree in a relevant field (i.e., business, computer science, criminal justice, etc.) or equivalent relevant experience.
  • Proven experience in customer success or account management, preferably in the software industry.
  • Prior experience with law enforcement processes and workflows to include the areas of investigation or crime analysis are strongly preferred.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities; ability to proactively address issues and solve problems.
  • Prior experience with i2 software or similar products preferred.
  • Excellent customer management skills including project management, resolving issues, setting customer expectations, customer training support, and building customer relationships.
  • Strong organizational and prioritization skills.
  • Ability to travel as required (e.g., occasionally for onsite customer meetings.)