• 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.

• Manage and optimize CRM workflows, configurations, and data integrity to support marketing and sales performance • Build, deploy, and monitor campaigns and automated marketing journeys • Develop audience segmentation and logic-based communication triggers that improve engagement and conversion • Support the design and improvement of customer lifecycle journeys within the CRM • Create and maintain KPI-driven reporting to evaluate campaign effectiveness and identify improvement opportunities • Proactively diagnose and resolve CRM issues impacting campaign execution, reporting, or user experience • Document processes, standards, and best practices to support scalability and consistency • Collaborate cross-functionally with other teams to translate business goals into CRM solutions • Deliver training and enablement support to help users maximize CRM capabilities

• Be responsible for operating CRM channels (Email, WhatsApp, Push and In-product); • Manage and receive campaign requests from the CRM and Product Marketing teams; • Review and ensure creative briefings are fully completed; • Organize requests on the creative schedule for content and design production; • Expedite execution of requests within SLAs, monitoring approval deadlines and asset releases; • Support the creation of segmentation logic in CRM platforms; • Generate and monitor UTM parameters to ensure effective campaign analysis; • Schedule campaigns in communication platforms (HubSpot, Twilio, UserGuiding and Firebase); • Manage the send calendar, set priorities and ensure communications are effective; • Support the preparation of performance reports for CRM and Product Marketing campaigns; • Monitor channel performance, such as open rates, clicks, engagement and hard bounces; • Support contact database management and cleansing; • Work in partnership with the Product Marketing team.