Customer Success Associate, US DOD (Army)

About the role

You're self-motivated and self-directed with a passion for building and maintaining relationships with customers, fully understanding their needs, and advocating on their behalf. You understand your customers’ strategic objectives and help them achieve success as an expert on Dataminr’s First Alert product.

Responsibilities

• Drive First Alert product adoption, renewal, and usage among First Alert customers, as well as build a strategy to foster account growth.
• Combine your interests in technology, government, national security, and customer success to transform the way our customers adopt and use First Alert.
• Tackle the most exciting trends in AI on a daily basis to power a revolutionary product that uncovers critical events around the world as they unfold.
• Expand the scope and scale of First Alert adoption, while driving successful customer outcomes within your assigned portfolio.
• Design and implement scalable programs that seamlessly integrate First Alert into customer workflows, and align with customer’s enterprise level objectives.
• Develop and maintain relationships across your account portfolio through capability briefings, product demonstrations, trainings, and execution of joint success plans / regular check-ins.
• Serve as a First Alert platform expert ensuring customer engagements support organizational goals and drive positive outcomes for the customer beyond basic platform features and functionality.
• Collect customer feedback and clearly articulate recommendations for First Alert product development to our engineering and product teams.
• Leverage data-driven metrics and reporting to understand and stay ahead of risks and opportunities that impact retention and growth.

Requirements

• Bachelor's degree or equivalent relevant experience in a related field, 3-5 years of customer success/account management experience.
• Specific experience supporting the public sector, including but not limited to Federal Civilian agencies.
• Knowledge and/or experience with publicly available information and the real-time alerting needs of public sector organizations, including but not limited to law enforcement or emergency management.

Qualifications

• Outstanding ability to communicate both orally and written complex concepts to a wide range of audiences, including technical and non-technical customers within the Software/SaaS space or with senior leaders and decision makers in the form of a presentation.
• High level of accountability and the ability to execute independently on multiple and competing projects and deadlines.

Skills

• Knowledge of major trends and events impacting US national security, publicly available information, and big data.
• Ability to translate these into actionable insights for your customers.
• Experience with publicly available information and the real-time alerting needs of public sector organizations, including but not limited to law enforcement or emergency management.

Benefits

• The opportunity to expand the scope and scale of First Alert adoption, while driving successful customer outcomes within your assigned portfolio.
• To design and implement scalable programs that seamlessly integrate First Alert into customer workflows, and align with customer’s enterprise level objectives.
• To develop and maintain relationships across your account portfolio through capability briefings, product demonstrations, trainings, and execution of joint success plans / regular check-ins.
• To serve as a First Alert platform expert ensuring customer engagements support organizational goals and drive positive outcomes for the customer beyond basic platform features and functionality.
• To collect customer feedback and clearly articulate recommendations for First Alert product development to our engineering and product teams.
• To leverage data-driven metrics and reporting to understand and stay ahead of risks and opportunities that impact retention and growth.

Pay

The annual on-target earnings (OTE) for this position are $73,778 - $108,889, which consists of the annual base salary and annual commission target for the role. You will also be eligible to receive Company equity. Actual OTE will be based on a number of factors including, but not limited to, geographic location, applicant skills, and prior relevant experience.

Schedule

This role can be US remote based, with a focus on supporting the US Army.