Job Description

Job Description

Job Description

Company Overview

Talitrix is a premier 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 Summary

The Customer Success Manager (CSM) will successfully manage the administration of client programs, addressing client needs and growing the business, and hold cross-functional responsibilities between Operations and Business Development. 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

• Own the entire lifecycle of assigned client relationships – including onboarding, implementation, training, adoption, retention, and satisfaction.
• Act as a trusted and strategic advisor to clients, ensuring they consistently realize the full value of our products and services.
• Develop and implement 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 understand client needs, identify opportunities for growth, and share feedback and insights across departments.
• Track and maintain customer success metrics and data, ensuring accuracy and alignment with broader organizational goals.

Key Responsibilities

• Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Assess 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.
• Preferably experienced 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

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