Customer Success Manager

Minimum of a Bachelors’ Degree or relevant post graduate experience
Minimum five (5) plus years of relevant Public Safety work experience
Strong customer-focus and service orientation
Ability to consult with customers’ onsite and remotely at the executive level, and at the business operation and technical levels
Excellent written and oral communication skills, including presentation skills
Strong analytical and problem-solving abilities
Must reside in the state of Maryland

Ensure customers derive maximum value and net benefit from their investment in Caliber
Develop a trusted advisor relationship with public safety system executives, end users and other Caliber champions to ensure each customer’s use of the Caliber solution closely aligns with its unique agency needs
Identify opportunities to expand the relationship and generate new opportunities for growth and innovation
Possess a comprehensive understanding of the Caliber solution in order to serve as a consultant identifying new opportunities to optimize the use of the Caliber Solutions
Maintain strong customer retention rates aligned with corporate goals
Track and measure the net benefits of Caliber against well-defined customer goals and objectives and provide quantified data to customers and internal Caliber teams
Identify product improvement opportunities and work with the Caliber Product Management team to develop new features and functionality within the solution to support customer objectives.

Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization
Ability to accomplish results working through others
Hands on, individual contributor and collaborative team player