Customer Success Specialist

New England

Qualified candidates must be lawfully authorized to work in the U.S.

Description

Mutualink is a leader in building safer and smarter communities through cutting edge technology solutions. We work hand in hand with our customers to enable their communities to be safer and more prosperous by connecting those who serve with on-demand, real-time, intelligent situational awareness and collaboration solutions.

Reporting to the Director of Public Safety Operations & Policy, the Customer Success Specialist is responsible for implementing and modifying education and training initiatives along with participation in drills and exercises, to continuously improve the customer experience. These tasks are applicable to both new and existing customers in an effort to improve their knowledge and confidence in utilizing the Mutualink product solutions and enhancements as well as to foster lasting relationships with customers in an effort to advance True Interoperability ® for mutually beneficial outcomes. This is a highly visible customer facing position covering our New England territory.

Primary Responsibilities:

  • Foster customer relationships, in collaboration with the Client Solutions Executives, and other personnel throughout the organization as well as partner organizations
  • Proactively communicate with customers through outreach initiatives to identify current gaps and provide tips and use cases for system utilization
  • In addition to Client Solution Executives, keep customer contact information current
  • Make our customer’s experience with our solutions engaging, fulfilling & seamless
  • Develop training solutions to address the customer’s, partner’s and employee’s operational needs regarding solution administration, end user training, functional training events and / or technical assistance in conjunction with Technical Sales Consultants
  • Actively participate in project implementation / installation to ensure that operational training sessions occur in sync with initial system implementation and rollout activities
  • Strategize training & education delivery methods (online/on-ground) for cost effectiveness/scalability
  • Create materials for multiple levels of personnel in different sectors with different responsibilities
  • Develop and make available exercise tools / resources that can be used to simulate real-world potential incidents during exercises
  • Evaluate the customers’ needs and tailor operations accordingly
  • Take an active part project implementation to ensure that operational activities occur in sync with initial system implementation and rollout activities
  • Regularly schedule customer engagements, in collaboration with Client Solution Executives, to address needs & challenges, platform enhancements, use cases, etc.
  • Build confidence and competence in utilizing our solution and varied products
  • Provide customer with remote and/or on-site operational training support, as necessary
  • Develop on-going independent and community-wide operational and exercise programs to keep users comfortable and confident with the solutions and its overall functionality / capabilities
  • Develop and make available user proficiency testing tools to allow organizations to perform readiness assessments of their operational personnel
  • Implement training activities with scalability and worldwide applicability for private sector, government, and military sectors in mind, including multiple language support when required
  • Represent the voice of the customer in solving problems with internal colleagues
  • Work collaboratively for buy-in, and provide feedback to other parts of the organization
  • Identify potential customers or upsell opportunities to grow Mutualink in the community and communicate leads to the Mutualink Client Solutions Executive

 

Qualifications & Skills:

  • 3-5 years of emergency response experience as a first responder, required
  • Experience/familiarity with the National Incident Management System (NIMS)/Incident Command System (ICS), required
  • Knowledge of policies and procedures related to emergency response
  • Understanding of adult learning principles
  • Ability to understand & convey technical resources & documentation
  • Computer proficiency
  • Use of data collection and analysis to improve customer experience

 

Success Criteria

The goal of our Customer Success Team is to aid customers in understanding the technological and operational capabilities of the Mutualink multi-media information sharing platform and assist them in integrating the solution into the fabric of their daily and emergency operational activities. Our education and training curriculum is focused on building confidence and competence in the system functionality to easily facilitate communications amongst otherwise disparate systems, to make critical information actionable across a varied community ecosystem.

We offer a competitive compensation and benefits package, a great team to work with and a mission that you can be part of that will absolutely make a difference.

Interested candidates should send a resume to careers@mutualink.net.

Equal Employment Opportunity and Affirmative Action

We offer a competitive compensation and benefits package, a great team to work with and a mission that you can be part of that will absolutely make a difference.

Equal Employment Opportunity and Affirmative Action

Mutualink, Inc. (“Mutualink or Employer”) is an equal employment opportunity and affirmative action employer, dedicated to the policy of nondiscrimination in employment on any basis prohibited by law. Mutualink is committed to providing equal employment and advancement opportunities without consideration of race, color, religious creed, age, sex, sexual orientation, gender identity or expression, marital status, national origin, ancestry, veteran status, intellectual disability, genetic information, disability, or other legally protected status, unless there is a bona fide occupational qualification under applicable Connecticut statute excluding persons in one of the foregoing protected groups. Additionally, Mutualink will take affirmative action to ensure workplace equality, avoid all forms of discrimination, and develop a workforce that is representative of all segments of the population.

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