i2 Group Customer Success Manager – State, Local and Law Enforcement (SLED)
8 months ago
Employment Information
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.
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