Job DescriptionJob DescriptionAt Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today's challenges and keep first responders coming home safely at the end of each shift. Working at Lexipol means making a difference – day in and day out.This role supports multiple Lexipol product lines. Your primary goals will be to ensure customer retention, build strong relationships, and manage the renewals of your book of business. You will take a consultative approach, working closely with clients to problem-solve and help them maximize the value of their Lexipol products. Additionally, you will collaborate with a team of Customer Success Associates to collectively address customer concerns, monitor customer health, and proactively engage to prevent issues. This position is remote.
ROLE AND RESPONSIBILITIES:
- Support customers in achieving their organization goals through company products and services.
- Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high product value
- Conduct regular retention and analysis of client book of business that provides insights into performance and key client engagement metrics
- Partner with Client Growth Managers to promote new products and services
- Ensure prompt and accurate answers to clients' queries
- Build strong client relationships, through regular communication
- Suggest company products/services that maximize client satisfaction
- Conduct solution demonstrations
- Coordinate with Sr. members of Client Services group and company leadership to formulate account plans leading to client retention and growth
- Coordinate with Manager of support to understand trends and identify risk
- Promote new products/services to existing customers
QUALIFICATIONS: - Proven work experience in Customer Success Management or similar experience
- Experience with CRM software
- Understanding of sales principles and ability to deliver excellent customer experience
- Strong (verbal and written) communication skills with an ability to build relationships
- High degree of professionalism
- Good time-management skills with a problem-solving attitude
- Must be a high-energy, enthusiastic individual with the ability to manage multiple tasks at once
- Excellent written and verbal communication skills
- Strong problem-solving skills and a desire to help people
- Must have attention to detail, a commitment to providing quality service, and be results-driven
EDUCATION AND EXPERIENCE: - BS degree in Business Administration, Communication, or relevant field preferred
- 2 or more years of previous experience in a hands-on service role (pre-sales, professional services, consulting, or support)
- 2 or more years of previous experience in an account management or CSM role
Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
Compensation and BenefitsLexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.Compensation for this role is low to mid 50k's plus annual bonus based on performance.
About LexipolLexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training, and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.
Lexipol Is an Equal Opportunity Employer (EOE)Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state, and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.
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