• Gerenciar o pipeline de expansão, mantendo o CRM organizado e atualizado • Realizar demonstrações do produto, com foco em simplificar a complexidade e mostrar exatamente como beneficiará o cliente • Conduzir a negociação de valores, contornar objeções e acompanhar o cliente até o fechamento da venda • Atuar de forma clara para construir a confiança na tecnologia, desmistificando o produto e garantindo que o cliente entenda o que esperar dele (e o que ele não faz).

Role Description The Client Success Associate (CSA) is an entry-level, back-office role designed to support Senior Client Success Managers (CSMs) in delivering an exceptional client experience and driving customer success outcomes. This role focuses on behind-the-scenes execution, operational and functional support, and data management to ensure seamless client engagement and account health. The CSA plays a critical role in enabling CSMs to focus on strategic relationship management by handling system analytics, along with functional and coordination tasks. This position is ideal for someone early in their career who is detail-oriented, analytical, and eager to grow within Client Success. Responsibilities and Expectations - Workbench Refinements - Support accounts by thoroughly evaluating client data across internal policies and Oversight applications to identify policy and procedure problem areas and recommend best practices and improvement opportunities based on client preferences. - Prepare refinement suggestions for best-in-class system optimization and to increase the client’s true positive rate. - Brief CSMs on recommendations, best practices, and refinement opportunities post evaluation. - Prepare documentation needed to present improvements and partner with CSMs to present to clients when needed. - Prepare additional documents as needed including but not limited to – standard operating procedure documents, policy and procedure clarifications, and tips and tricks. - Utilize AI agents to align configurations to policies and provide information and modification suggestions to CSMs. - CSM Support & Account Operations - Prepare materials for client meetings, including reports, presentations, and data summaries. - Maintain accurate and up-to-date client records in Client Success platforms. - Assist in tracking client KPIs, renewals, and account health metrics. - Submit Support tickets and work with Support on behalf of the client to ensure configurations and assignments are applied accurately and smoothly. - Data Management & Reporting - Compile and analyze client data to support business reviews and strategic discussions. - Generate recurring reports on product usage, performance, and client outcomes. - Identify trends or anomalies in client data and escalate insights. - Cross-Functional Coordination - Coordinate with internal teams (Implementation, Delivery, Product, Support, Finance) to ensure timely execution of client-related tasks including refinements and professional service projects. - Track and follow up on action items from internal and client meetings regarding system modifications. - Help manage internal workflows to ensure client deliverables are completed on time. - Process & Documentation - Maintain internal documentation, customer refinements, and customer standard operating procedures. - Track system module utilization and changes in workflow. - Product & Platform Support - Develop foundational knowledge of Oversight products and capabilities. - Assist with basic client inquiries and route more complex issues to appropriate teams. - Support product adoption efforts through reporting and tracking usage metrics. Qualifications - Advanced experience in auditing, financial data analysis, or data analytics as a practitioner, or with complementary or competitive products and services. - Strong attention to detail and organizational skills. - Excellent written and verbal communication skills. - Proficiency in Microsoft Excel, PowerPoint, and CRM systems. - Familiarity with Client Success and/or AI software is a plus. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Strong collaboration skills and willingness to learn from cross-functional teams. Career Growth This role is designed as a foundational step toward a Client Success Manager career path. High-performing Client Success Associates will have opportunities to grow into client-facing roles with increasing responsibility for account ownership and strategy. Key Success Metrics - Accuracy and timeliness of reporting and data management. - Effectiveness in supporting CSMs and improving team efficiency. - Quality and completeness of client documentation. - Responsiveness to internal and client-related requests. - Contribution to overall client retention and satisfaction.

• Take ownership of relationships with Enterprise clients and lead their program strategy • Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for clients • Revenue and renewal forecasting • Understand customers’ goals, and implementing tailored success plans • Drive executive level relationships, and identify opportunities to expand clients' suite of Triple Whale products • Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account • Work independently to deliver a “consultant” perspective in all client interactions • Develop and maintain a deep understanding of products and the broader marketing landscape • Lead and present at client meetings, both in-person and over video conference • Analyze customer usage to form accurate forecasts and manage risk throughout the year • Lead discussions with clients to probe what new products they are interested in and what integrations they might need

Role Description Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development. As a key member of the leadership team, the Sr CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. - Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. - Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. - Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team. - Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings. - Maintain existing customer-success metrics and data as directed. Responsibilities - Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. - Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals. - Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables. - Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings. - Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement. - Work with sales and marketing teams to boost customer referrals and develop case studies. Qualifications - Bachelor’s degree in business, criminal justice, or related field - 2+ years Sales/client relationship management - Law Enforcement or govt employment a plus - Experienced professional with some sales/client relationship or management experience - Must be able to travel extensively throughout Louisiana and surrounding states as needed. Both day trips and overnight travel will be required based on business needs. - Active team player, self-starter, and multitasker who can quickly adjust priorities. - Preferable in a technology-based company - Criminal Justice experience either directly or as a vendor is a plus - MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint) - Salesforce or other CRM experience a plus Competencies - Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. - Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. - Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. - Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. - Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. - Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.