About the Role
This role is responsible for managing a portfolio of clients, ensuring they achieve their desired outcomes through proactive engagement, strategic planning, and issue resolution to maximize platform utilization and satisfaction.
Responsibilities
- Manage end-to-end customer lifecycle for assigned accounts
- Develop strong relationships with key stakeholders
- Conduct regular business reviews to assess progress and identify opportunities
- Drive platform adoption and feature utilization
- Identify expansion opportunities within existing accounts
- Serve as primary point of contact for strategic inquiries
- Collaborate with support teams to resolve critical issues
- Monitor customer health metrics and satisfaction levels
- Create success plans aligned with client objectives
- Track and report on customer KPIs and outcomes
- Facilitate onboarding and transition to ongoing support
- Advocate for customer needs internally
- Coordinate cross-functional resources for client initiatives
- Maintain accurate account records in CRM
- Respond to urgent client escalations promptly
- Educate clients on best practices and new features
- Gather feedback to inform product development
- Ensure renewal readiness through proactive engagement
- Monitor contract compliance and usage thresholds
- Support customer reference and case study development
- Promote customer advocacy and community involvement
- Stay current on industry trends and public safety technology
- Align client goals with platform capabilities
- Escalate risks and churn indicators early
- Maintain confidentiality of sensitive client data
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with field presence required
Team
Part of the Customer Success team focused on client retention and expansion
About the FAN Program
The FAN Program connects neighborhoods and agencies through a unified safety network. This role supports participants by ensuring seamless integration, ongoing engagement, and measurable impact in community safety outcomes.
What You’ll Achieve
You will directly influence client retention and growth metrics. Success is measured by customer satisfaction, renewal rates, and expansion within the assigned territory.
Not specified
