Job Specifications
About Us
At InTime, we are dedicated to becoming the market leader in SaaS staff scheduling and workforce management software for public safety organizations -- including Police, Fire, Corrections, and 911. Our mission is to become essential to our public safety customers, supporting them to be the best they can be so they can best protect their communities. With over 20 years of experience, we offer a stable yet fast-moving environment where collaboration, accountability, and fun are core to our culture.
Role Summary
As a Customer Success Manager (CSM), you will be at the forefront of building customer relationships and ensuring our clients achieve their desired outcomes through adoption of our scheduling and workforce management platform. Your primary goals are to drive product adoption, expand revenue through upselling, and reduce churn by building trusted partnerships with our clients.
Responsibilities:
Drive Customer Adoption:
Own the customer lifecycle from Implementation handoff, through the product adoption, renewal, and expansion phases, ensuring a smooth and consistent customer journey.
Develop success plans tailored to agency objectives which include ongoing product learning and training.
Ensure agencies understand how to use and leverage core modules and features effectively.
Assist our agency clients while driving deeper understanding of InTime's products and modules to meet their agency objectives.
Relationship Management:
Develop strong, long-term relationships with key stakeholders across multiple levels within an agency and beyond, such as associated municipal, county, and state/provincial organizations.
Navigate existing customer agencies to better understand their business objectives and align our solutions with their needs.
Ensure InTime has the highest level of relationships within the agency's organization - "Level Up"
Retention and Upselling Strategies:
Conduct strategic account planning and business reviews to identify agency needs and problems
Identify solutions to drive opportunities for upselling additional modules and products within existing accounts, collaborating with the sales team when necessary.
Reduce Churn:
Monitor health scores, NPS, CSAT, and other usage metrics to proactively identify and address potential issues.
Customer Advocacy:
Work with customers to define measurable success outcomes in the public safety industry such as, cost savings, operation efficiency, and increased staff productivity.
Cultivate customer advocates by identifying satisfied customers willing to participate in case studies, testimonials, and other promotional activities.
Leverage customer success stories to enhance brand reputation and attract new business.
Serve as the voice of the customer internally, providing feedback on product improvements and sharing best practices.
Renewal Management:
Lead the renewal process for subscription-based accounts to ensure a high renewal rate and achieve minimum retention metrics of 96% for a given reporting period, such as the quarter or fiscal year.
Engage proactively with customers to understand their evolving needs, reinforce the value of our solutions, and mitigate risks.
Data-Driven Decision-Making:
Utilize customer data and analytics to make informed decisions, identify trends, and drive initiatives that positively impact customer success.
Achieve OKRs and performance metrics to measure the effectiveness of customer success initiatives and team performance.
Use Salesforce, product usage metrics, and other analytical tools to track customer engagement, adoption rates, and success goals, to maintain healthy accounts.
Crisis Management:
Handle and escalate critical customer issues to provide guidance and support to ensure prompt resolutions.
Work collaboratively with the commercial and executive teams to manage and mitigate any potential customer challenges.
Cross-Functional Collaboration:
Collaborate with other departments, including Sales, Product Management, Development Operations, Marketing, and Leadership team to ensure a cohesive and aligned customer experience.
Professional Development:
Stay abreast of industry trends, emerging technologies, and best practices in customer success.
Participate in yearly professional development plans by way of training programs, conferences, and other industry programs.
Qualifications
Bachelor's degree in business, marketing, or a related field
Proven experience with at least 3 years in customer-facing roles; experience in the SaaS industry preferred
Strong leadership and team management skills
Excellent communication and interpersonal skills
Technical aptitude to understand technical issues and articulate product features
Experience with CRM tools (Salesforce), virtual communication tools (Zoom, Slack) and productivity tools (Jira, Miro, and Asana) is preferred
Qualities and Competencies
Strategic thinker with a focus on achieving customer success and business outcomes
Strong analytical
About the Company
InTime is the leading scheduling and workforce management software for public safety. With over 25 years in the public safety sector, InTime has the proven expertise in understanding the complex scheduling needs of law enforcement, corrections, dispatch, and fire agencies. InTime is comprised of a breadth of capabilities and modules, the core of which are Staff Scheduling, Timekeeping, and Overtime Management. InTime's fully integrated Wellness solution also enables agencies with proactive fatigue management using scheduling...
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