The OWL Intelligence Platform is a revolutionary SaaS tool that empowers law enforcement and government agencies with comprehensive data management and analysis capabilities. Our unified solution includes Case & Subject Management, Records & Document Management, Data Classification & Retention, ELT Tools, Data Visualization, Information Sharing and Intelligent Process Automation and much more - all powered by cutting-edge data fusion, file linking, and proprietary algorithms.
OWL is a new product division of Whooster, Inc. coming out of beta and ready to move into the revenue generation phase. Market acceptance of pilots has been overwhelmingly positive with multiple 7 figure contracts in the sales pipeline. In addition, the upsell to 800+ existing customers will drive exciting times within the organization as we exponentially grow our customer and user base.
As an Account Manager – Success & Implementation, you will be responsible for ensuring the successful adoption and optimization of our products, driving long-term customer value, and developing relationships with key stakeholders. This role requires a proactive, results-driven individual with a deep understanding of on-boarding, product adoption and continued customer success best practices and a passion for enhancing the customer journey.
Qualifications
3-5 years in a SaaS and enterprise customer facing role, preferably law enforcement and government space, with account management, implementation and product adoption experience
Ability to prioritize and process a high workload volume with proficiency, accuracy, and integrity
Strong Project Management skills with an ability to own, manage and drive projects forward to ensure deadlines are met
Exceptional written and verbal communication skills
Comfortable participating and leading video calls with clients
Experience in both remote and on-site training and development initiatives, enhancing team knowledge on customer-related issues, and educating customers on product features and best practices
Strong interpersonal and verbal, written, and presentation skills. Able to build strong internal and external relationships. Clear, persuasive communicator with the ability to influence internal and external stakeholders
Experience in working across the full lifecycle of customer success post-sales (implementation, adoption, product training, opportunity identification, and account management)
Comfortable with web-based software tools such as HubSpot, JIRA, Wrike, Userguiding and Document360
Responsibilities
As an Account Manager – Success & Implementation, you will be responsible for ensuring the successful adoption and optimization of our products, driving long-term customer value and developing relationships with key stakeholders.
Lead a portfolio of customers and work cross functionally with our other teams to manage relationships, set expectations and support day-to-day operations in ensuring that our customers drive business success with their OWL deployment.
Own customer communications to meet mutually agreed goals, including but not limited to, strategic business reviews, driving operational touchpoints, and creating and maintaining Success Plans
Conduct weekly product demonstrations and product specific user training.
As a member of our customer Onboarding team, you will play a crucial role in the success of our customer’s onboarding journey
You will be one of the first points of contact and responsible for executing tasks and activities related to the installation and deployment of our SaaS and Enterprise software
Manage multiple projects in a fast-paced environment.
Communicate with customers regarding tasks, checklists, project updates and timelines needed for account deployment and user adoption via email, phone, HubSpot and MS Teams.
Manage the relationship with the customer on a quarterly basis after go-live.
Job Type: Full-time
Benefits:
- 401(k)
- Cell phone reimbursement
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience level:
Schedule:
Travel requirement:
Work Location: Remote