Senior Customer Success Specialist - Remote

Overview

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises. Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

In Short

• Own the full lifecycle of client relationships from onboarding to retention.
• Focus on Department of Defense and Intelligence Community clients.
• Serve as a trusted advisor to help clients maximize product value.
• Collaborate with internal and external senior managers.
• Track and maintain key customer-success metrics.
• Regular travel to customer locations for consultations.
• 7+ years of experience with US DoD organizations required.
• Active Top Secret Security Clearance required.
• Develop content for larger organizations including webinars and case studies.
• Proven technology skills and advanced problem-solving abilities.

Requirements

• Experience managing complex customer issues and escalations.
• Advanced knowledge of open-source intelligence.
• Excellent written and verbal communication skills.
• Ability to document and share information internally.
• Strong organizational skills and attention to detail.
• Ability to manage time and prioritize tasks effectively.
• Active team player and multitasker.
• Strategic planning experience for Customer Success.
• Previous experience as a military intelligence analyst or officer.

Benefits

• Comprehensive solutions tailored for various sectors.
• Opportunity to work with cutting-edge digital intelligence.
• Collaborative work environment with a focus on growth.
• Engagement with high-value clients.
• Professional development opportunities.