Customer Success Specialist

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Full Time 30-39 Hour Hartford, CT, US

Salary Range: $70,000.00 To $90,000.00 Annually

Customer Success Specialist

Mutualink is the only communications solution provider delivering on-demand unified voice, video, and data collaboration, automating emergency communications and accelerating response. Mutualink believes an unpredictable world does not have to be unprepared. Our company is committed to elevating our ability to connect and care for our communities . This commitment has created a communications platform designed to remove what limits us from acting in an inclusive, informed and coordinated way, no matter the situation.

Our Mission is to “Save minutes when seconds count”.

Reporting to the Director of Public Safety Operations & Policy, the Customer Success Specialist/Trainer is responsible for implementing and continuously improving education and training initiatives along with participation in drills, exercises, and tests, to continuously enhance the customer experience. These tasks are applicable to both new and existing customers to improve their knowledge, comfort, and confidence in utilizing the Mutualink product solutions and features, as well as to foster lasting relationships with customers to advance True Interoperability®.

This is a highly visible customer-facing position.

Job Location:

Hybrid in Hartford, CT

Compensation:
We offer a competitive compensation and benefits package (Health, Vision, Dental and Group Life Insurance, 401K Plan, PTO, and Holiday Pay) , a great team to work with and a mission that you can be part of that will absolutely make a difference. The annual salary range for this position is $70,000-$90,000 based on an individual's overall qualifications, experience, skill level, geography, expertise, and education/training at time of hire.

Promotional and advancement opportunities are available to reach top pay. This pay range can be modified at any time at the sole discretion of the Company and does not include variable, performance-based compensation which can be applicable. If applicable, commission earnings are variable depending on sales performance against revenue quota.

• Foster customer relationships, in collaboration with the Client Solutions Executives, and other personnel throughout the organization as well as partner organizations
• Proactively communicate with customers through outreach initiatives to identify current gaps and provide tips and use cases for system utilization.
• In addition to Client Solution Executives, keep customer contact information current.
• Willingness and ability to work closely with sales, support and engineering personnel.
• Make our customer’s experience with our solutions engaging, fulfilling & seamless.
• Ability to quickly grasp new products and technologies.
• Develop training solutions to address the customer’s, partner’s and employee’s operational needs regarding solution administration, end user training, functional training events and / or technical assistance in conjunction with Technical Sales Consultants
• Actively participate in project implementation / installation to ensure that operational training sessions occur in sync with initial system implementation and rollout activities.
• Strategize training & education delivery methods (online/on-ground) for cost effectiveness/scalability.
• Create materials for multiple levels of personnel in different sectors with different responsibilities.
• Develop and make available exercise tools / resources that can be used to simulate real-world potential incidents during exercises.
• Evaluate…