Customer Success Specialist

Job brief

The Customer Success Specialist is responsible for current and prospective customers to ensure timely delivery of support and sales requests.  Relying on a broad range of skills, the Customer Success Specialist manages internal and external customer requests and maintains a strong knowledge of Saltus applications to communicate customer needs and manage expectations.

Responsibilities

• Proactively maintains a professional, advisor relationship with existing and prospective customers.
• Assesses customer needs on an ongoing basis.
• Manages daily orders for new hardware, software, and paper
• Performs remote health checks with law enforcement, Court, and IT personnel (via calls and remote meetings).
• Coordinates the involvement of company personnel to satisfy customer requests.
• Helps support teams by assigning cases to resolve technical issues in a timely manner.
• Provides software and hardware demonstrations
• Creates and delivers proposals and follows up on pricing requests.
• At times, may engage with customers as first line of support with cases and acts as a liaison with Customer Support engineers to resolve software and hardware issues.
• Tracks ongoing customer upgrades and request and communicates regular status updates
• Ensures documentation of customer communications and confirms and updates customer data in Salesforce.
• Identifies opportunities to sell additional products and services to existing customers.
• Utilizes customer relationships to generate referral opportunities for local agencies.
• Provides management with feedback regarding market trends and customer needs.
• Utilizes on-site customer visits, conferences, and webinars, as supported by Saltus sales and marketing teams.
• Provides internal support for the Customer Success Manager and other Sales team members by managing inbound calls, updates to customer and prospect data, and other activities.
• Engages with prospective customers through outbound calling.

Requirements

• • Proven customer service and sales experience
  • Demonstrated ability to manage multiple projects at a time
  • Attention to detail with written proposals, contracts, and customer data
  • Experience demonstrating technical aspects of hardware and software
  • Excellent verbal, written communications skills
  • Available to perform work related travel (up to 15%)
  • Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel
  • Salesforce.com experience very helpful
  • This position is based in Tulsa, OK.
  • Subject to a background check
  • BA/BS degree or equivalent
  • Previous law enforcement, military, or public safety market experience desired but not required

Individuals interested in this position are invited to send resumes and a cover letter to sales@saltustechnologies.com.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position.  Incumbent will follow any other instructions, and perform any other related duties, as may be required by the supervisor.