Customer Success Specialist

Position Summary

PRI is seeking a fast-paced, technology-saavy Customer Success Specialist to help onboard, train, and fanatically support technology customers. GovQuest is PRI’s public records request management system for government agencies. The Customer Success Specialist will serve as the primary onboarding contact for new customers. This position will help agencies configure the system around their organizational structure, public records workflows, request forms, departments, and required system settings. The CSS will also support the customer throughout their lifecycle to ensure system and support satisfaction.

About PRI

PRI, based in Coral Gables, FL, provides software solutions for public safety and government records management. Our software includes a modern public records request management platform designed to help government agencies manage intake, routing, communication, payment for, fulfillment, and tracking of public records requests. The system helps agencies improve compliance with public records law, streamline workflows, and provide better service to government records and information requesters, and to agency employees.

About You

You are early in your career path, but have some experience, and are fanatical about customer satisfaction and company success. The ideal candidate moves fast. Really fast, and follows up even faster. The candidate is tech-saavy, highly organized, customer-focused, comfortable working with government personnel, and able to translate agency workflows into practical system configurations. The candidate must have superior problem identification and solution skills, advanced critical thinking skills, and customer service skills. Furthermore, you are a big-picture thinker, recognizing your involvement with the customer extends throughout the life of the customer, and your job requires keeping the customer informed, engaged, and happy. If you are a self-starter with an inquisitive mind, can work in a fast-paced technology-driven environment, and have a proven history of success, we may have a position for you however, we are unusually selective about who we ask to join our team. Maintaining a positive work culture and high-performing team is important. You will thrive at PRI if you are technology oriented, friendly, confident but humble, business growth oriented, and demonstrate critical thinking skills. You should be able to identify customer strengths and weaknesses, and develop and execute actionable plans in response. You will be a great candidate if you are:

• Inherently driven to work hard and take ownership and accountability for your work
• Nice, friendly, outgoing, confident yet humble
• Creative and use critical thinking skills
• Know how to contribute to the growth of a company
• Someone who puts the needs of others first and works collaboratively with others
• Have experience in the technology industry

Key Responsibilities

Customer Onboarding

• Lead new customers through the onboarding process from kickoff to go-live, and beyond.
• Conduct onboarding meetings with agency leadership, records personnel, IT staff, legal staff, and department representatives.
• Gather information about the customer’s agency structure, departments, users, public records workflows, request types, and requester-facing needs.
• Help customers understand how the system should be configured for single-agency, multi-agency, or multi-department deployments.
• Develop and maintain onboarding checklists, implementation timelines, and go-live readiness plans.

GovQuest Configuration Support

• Affiliate customers with system settings, appearance, and configuration.
• Help determine whether departments should represent separate government agencies, offices within an agency, or functional divisions.
• Configure request forms for each department.
• Affiliate with setting up user accounts, permissions, department assignments, automations, and workflows.

Training and Customer Education

• Train customer system administrators and end users on how to use the system.
• Explain best practices for managing public records requests using the system.
• Create or update training materials, quick-reference guides, onboarding documents, and customer-facing support resources.
• Help customers adopt consistent workflows that improve accountability, timeliness, and requester communication.

Customer Success and Relationship Management

• Build strong relationships with customers during onboarding, early adoption, and through regular check-ins post go-live.
• Serve as a trusted resource for customers as they transition from implementation to active use.
• Maintain onboarding progress and proactively identify issues that could delay launch or reduce customer satisfaction.
• Coordinate with sales, product, technical support, and leadership as needed to resolve customer questions or implementation needs.
• Document customer requirements, configuration decisions, open issues, and completed onboarding milestones.
• Help ensure each customer is confident and ready to use the system before go-live.

Product Feedback and Process Improvement

• Identify common customer needs, workflow challenges, and product improvement opportunities.
• Share customer feedback with internal teams to improve the system, onboarding processes, documentation, and training.
• Contribute to continuous improvement of the customer success program.

Required Qualifications

• Experience in customer success, software implementation, account management, training.
• Strong communication and presentation skills. Ability to explain software workflows clearly to non-technical users.
• Strong organizational skills and attention to detail.
• Experience using customer management systems.
• Ability to manage multiple customer onboarding projects at the same time.
• Comfort working with government agencies, law enforcement agencies, municipalities, or other public sector organizations.
• Ability to document customer requirements, meeting notes, configuration decisions, and implementation progress.
• Professional, patient, and service-oriented approach to customer interactions.

Preferred Qualifications

• Experience with public records/FOIA request procedures and laws.
• Experience working with law enforcement agencies and other government agencies.
• Experience onboarding customers onto SaaS platforms.
• Experience creating training materials, user guides, or implementation checklists.
• Knowledge, Skills, and Abilities. The successful candidate should be able to:
• Break complex processes into simple, understandable steps.
• Manage onboarding timelines and keep customers moving toward launch.
• Train users with varying levels of technical experience.
• Recognize when a customer’s workflow may need simplification or standardization.
• Work independently while also coordinating with internal teams.
• Maintain accurate documentation and follow through on open items.
• Represent PRI professionally in all customer interactions.