Company Overview

PowerPhone is a leading provider of 911 call-handling technology. For more than 40 years, public safety agencies have relied on us to help improve their emergency response. Our people thrive in a fast-paced, rapidly growing setting that emphasizes the direct impact of individual efforts. Work is not just a task but a meaningful contribution that shapes the company's trajectory on a global scale.

Position Overview 

The mission of the Customer Success team is to drive product adoption and usage, and to act as the trusted advisor to PowerPhone agencies to deliver a best-in-class experience. 

The Customer Success Representative (CSR) is responsible for managing all aspects of the client’s experience with PowerPhone after the agency has completed an initial PowerPhone implementation, including seeking out ways to continue to optimize the agencies solution and maximize their return on investment. A successful CSR is first and foremost dedicated to demonstrating customer-focused service. A CSR must also possess strong communication skills, the ability to build trusting relationships with clients, and the ability to quickly learn and translate new PowerPhone offerings into meaningful agency solutions.  

Responsibilities and Duties:

• Actively manage a portfolio of agencies post-sales/onboarding through strong relationship-building, stakeholder engagement, proactive data analytics, and communication.
• Serve as primary point of contact and trusted/strategic advisor with PowerPhone agencies and engaged with cross-functional teams to proactively manage and successfully resolve identified agency issues.
• Conduct regular Business reviews with agencies to proactively ascertain successes, challenges, and opportunities for additional support and/or expansion. 
• Actively seek ways to provide continued value to the agency and drive long-term account growth, including through the use of agency-specific goals, objectives, and quantifiable key performance metrics.
• Responsible for owning the agency relationship, outreach, driving the usage and adoption of PowerPhone products, renewal, retention, and growth of a portfolio of agencies.
• Identify expansion opportunities and partner with Sales to successfully seize these opportunities.
• Proactively and professionally communicate on key initiatives with the goal of increasing agency adoption, satisfaction, and retention.
• Provide high-level product training and consultation on PowerPhone’s software offerings, including but not limited to Total Response, Total Response Stand Alone, and PowerPhone Education Portal.
• Work with the Customer Success team and agencies to lead retention efforts as needed to ensure the retaining of assigned agencies' accounts revenue and positively impact churn.
• Understand and communicate overall agency health, including the identification and escalation of at-risk agencies.
• Assist with access and questions related to PowerPhone’s Online Training offerings.
• Utilize CRM & LMS tools to track agency activities effectively and accurately.
• Serve as an ambassador of the PowerPhone brand in all agency interactions, maintaining the highest level of professionalism and best-in-class service.
• Performs other related duties as assigned.

Required Skills/Abilities: 

• Exceptional customer service orientation and a proven track record of delivering outstanding customer service, resolving issues, and building strong customer relationships.
• Strong problem-solving abilities to effectively analyze customer issues, identify root causes, and provide timely and effective solutions, ensuring customer satisfaction and resolution.
• Demonstrating an unwavering passion for customer advocacy, constantly surpassing goals, and thriving in a fast-paced, high-growth environment.  
• Experience managing concurrent projects or workstreams and working with subject matter experts and stakeholders – including client-facing communication, presentation, or interaction. 
• Exhibiting a proactive approach to effectively managing multiple priorities and tasks simultaneously.
• Possessing exceptional communication skills to effectively convey information across various levels of an organization.
• Demonstrates a strong sense of ownership over assigned priorities and issues, effectively resolving them by utilizing available resources in a timely and proficient manner.

Education and Experience: 

• Bachelor’s degree or equivalent work experience
• 3+ experience in a previous Customer Success, Account/Relationship Management and/or Project Management role
• Proficiency with HubSpot or other CRM software, Microsoft Office, Excel, Word, PowerPoint and Outlook
• A history of working in training, software and/or to public safety a plus

Benefits:

• Competitive salary commensurate with experience.
• Flexible remote work environment.
• Opportunity to contribute to a growing and dynamic company that makes a difference.
• Comprehensive benefits package, including medical benefits, disability insurance, 401K, company bonus plan, and more.

Location:

• Remote. U.S. based.