Client Success Manager
Marinus Analytics is an XPRIZE-winning company who has combined advanced computing with data analytics to improve local and global public safety. We push hard to achieve social justice and protect the vulnerable through our innovating safety tech in service to frontline professionals advancing victim-centered policing.
Marinus Analytics has offices in Pittsburgh and London. We are a women-owned business founded in 2014 from Carnegie Mellon University’s Auton Lab. Our team is expanding, and we are looking for a Client Success Manager to join us.
Pittsburgh-based candidate preferred. To apply please send your resume to info@marinusanalytics.com.
Job Description
Objective:
The Client Success Manager plays a vital role in building strong relationships with clients across North America, ensuring high client retention, active user engagement, and a smooth sales process. This position demands a strategic thinker with excellent communication skills and a passion for public safety technology.
Key Responsibilities:
Client Retention and User Experience:
Develop and implement strategies to reduce client turnover and enhance user satisfaction.
Engage regularly with clients to understand and address their needs, ensuring a consistently positive experience.
User Engagement and Account Management:
Build and maintain strong, ongoing relationships with the existing user base.
Manage communications and account details diligently.
Conduct strategic outreach, focusing on upselling and increasing engagement through tailored initiatives.
Feedback and Product Development:
Engage with clients to understand their needs and challenges.
Relay relevant feedback to the technical team to guide future product development and enhancements.
Business and Client Relationship Development:
Support the sales process from initiation to closure across the US and Canada.
Develop leads, assist with trial account onboarding, and engage with trial accounts.
Provide software demonstrations and support the pipeline to maximize conversions and minimize client turnover.
Travel for business development, including conferences and site visits.
Build and maintain robust relationships through regular, personalized interactions with public and private safety organizations.
Support and Collaboration:
Provide support in various business development and user engagement initiatives as needed.
Assist with Federal accounts and special projects, including child welfare initiatives, ensuring cross-functional team collaboration and success.
Qualifications:
Educational Background:
Bachelor’s degree in a relevant field is preferred.
Industry Knowledge:
Familiarity with the public safety and/or private security sector is a plus, though not required.
Understanding of market trends and client needs.
Experience in law enforcement, child welfare, client success, education, or other related fields demonstrating the key skills required for the position is strongly desired.
Skills:
Proven ability to build trust with clients and enhance user experiences through strategic engagement and attentive service.
Exceptional communication skills, both written and oral, with proficiency in engaging and influencing a diverse range of stakeholders.
Aptitude for strategic thinking and the ability to provide valuable feedback to technical teams based on client interactions and insights.
Willingness to travel and the ability to manage multiple priorities effectively in a dynamic, fast-paced environment.
Strong organizational skills, essential for managing multiple projects, adhering to deadlines, and ensuring successful outcomes.
Excellent interpersonal skills for maintaining and building external relationships, crucial for fostering long-term partnerships and client loyalty.
What We Offer:
Competitive salary, based on experience.
Paid Holidays.
Flexible schedule.
Exposure to a wide range of new technologies.
Meaningful work to further online public safety.
Join Marinus Analytics and be part of a team dedicated to leveraging AI and advanced computing to enhance public safety and protect the vulnerable.
Reporting:
This position reports to the VP of Client Engagement and supports accounts and outreach methods in their portfolio.