What are the responsibilities and job description for the Senior Customer Success Specialist (REMOTE) position at Penlink?
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 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 Senior Customer Success Specialist on our North America sales team. The Senior Customer Success Specialist will own the full lifecycle of client relationships, from onboarding through to ongoing satisfaction and retention. In this role, you will focus on Department of Defense and Intelligence Community clients and serve as a trusted advisor, helping 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.
LOCATION: Remote US (preferably in FL, VA, MD and NC).
Your Responsibilities
With our get it done attitude and focused mission we are growing at an unprecedented rate and are therefore seeking a Senior Customer Success Specialist on our North America sales team. The Senior Customer Success Specialist will own the full lifecycle of client relationships, from onboarding through to ongoing satisfaction and retention. In this role, you will focus on Department of Defense and Intelligence Community clients and serve as a trusted advisor, helping 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.
LOCATION: Remote US (preferably in FL, VA, MD and NC).
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
- 10 years of experience working for or with US DoD organizations
- Active Top Secret Security Clearance required
- Ability to manage complex customer issues and resolve escalations
- Advanced open-source intelligence knowledge and/or industry experience
- Support complex, high-value, or marquee accounts
- Develop one-to-many content for use across larger org, including webinars, training materials, case studies, and white papers
- Results-driven, self-starter, outstanding interpersonal abilities, attention to detail and organized
- Proven technology skills including experience utilizing open-source intelligence software for a variety of workflow, advanced problem-solving skills, and outstanding interpersonal abilities
- 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
- Strategic planning for Customer Success, including cross-team initiatives
- Previous experience as a military intelligence analyst or officer required
