Webint Analyst & Customer Success

Description

About us:

Penlink is a global leader in digital intelligence solutions. Our advanced technologies simplify complex data, empowering public safety organizations to make informed decisions quickly and effectively. We believe in the power of data-driven intelligence to accelerate clarity in decision-making for global security, strategic operations, and the most critical missions. Headquartered in the US with offices worldwide.

Job Description:

We are looking for a talented Customer Success Specialist to join our team.

Responsibilities:

Work closely with customers to understand their operational and technical requirements and convey these to the sales team.
Assist with onboarding customers by proactively providing support, guidance on best practices, and providing relative use cases.
Train and educate customers on the product upon purchase.
Master the product offering and suggest enhancements based on end-user needs.
Delivering training sessions to company clients
Participate in professional events such as on-site demos and exhibitions.
Conduct open-source investigations to develop use cases to be showcased.
Produce lengthy, detailed intelligence (OSINT) reports - both independently and at the request of sales, customers, etc.
Requirements

Required Skills and Experience:

Proven experience in a customer-oriented role, such as Customer Success, Account Management, or Customer Support.
A proactive approach to customer success, with a focus on continuous improvement and customer satisfaction.
Familiarity with ticketing systems, bug tracking tools and CRM software is preferred.
Attention to detail and problem-solving abilities, with a strong customer-oriented mindset.
Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with internal stakeholders.
Analytical skills to gather, interpret, and present data effectively.
Strong organizational and time management skills, with the ability to prioritize and manage multiple customer inquiries simultaneously.
At least two years of experience working as an OSINT Analyst or Intelligence Analyst
Thorough online research skills
Exceptional writing skills in English and Hebrew
Full proficiency in Arabic (spoken, written, and reading) is mandatory.
Strong public speaking skills
Proven ability to deliver effective training sessions
Ability to work collaboratively in a team environment
First degree