Customer Success Manager I

Company Overview

Talitrix is a premier SaaS provider of electronic monitoring solutions tailored specifically for the criminal justice industry. With a commitment to innovation, integrity, and social responsibility, Talitrix delivers advanced technology solutions that enhance public safety, improve offender rehabilitation outcomes, and streamline the operations of justice agencies. With a focus on collaboration and partnership, Talitrix works closely with justice agencies, law enforcement, and community stakeholders to develop customized solutions that address specific program requirements and objectives. Our team of experts provides comprehensive support and training to ensure seamless implementation and ongoing success.

Position Overview

Location: Must live within 75 miles of Lake Charles, LA

Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development.

As a key member of the leadership team, the CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this role

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data as directed.

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.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Qualifications

• Bachelor’s degree in business, criminal justice, or related field
• 2 years Sales/client relationship management
• Law Enforcement or govt employment a plus
• Experienced professional with some sales/client relationship or management experience
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Preferable in a technology-based company
• Criminal Justice experience either directly or as a vendor is a plus
• MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint)
• Salesforce or other CRM experience a plus
• Travel may be required

Benefits

• Paid Time Off & Holidays
• Medical Insurance
• Dental/vision Insurance
• 401(k) Plan
• Flexible Spending Accounts (available with some plans)
• Company paid Life Insurance, Short and Long-Term Disability
• Additional Insurance Plans available
• Employee Discount Program
• Employee Assistance Program (EAP)