Customer Success

Description

About us:

Penlink, the leading authority in digital intelligence, offers comprehensive solutions tailored for law enforcement, national security, the defense sector, financial institutions, and enterprises.

Our expertise lies in seamlessly integrating extensive digital evidence with open-source intelligence gathered from a vast array of sources, harnessing the power of AI for critical insights.

More about us: https://www.penlink.com/about-us-penlink/

Responsibilities:

Monitor and report on open-source (i.e., social media) changes, including but not limited to new platforms and restrictions within existing ones.
Work closely with customers to understand their operational and technical requirements and convey these to the sales team.
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.
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.
Participate in professional events such as on-site demos and exhibitions.
Requirements

Required Skills and Experience:

Proven experience in a customer-oriented role, such as Customer Success, Account Management, or Customer Support.
Strong organizational and time management skills, with the ability to prioritize and manage multiple customer inquiries simultaneously.
Excellent written and verbal communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with internal stakeholders.
Attention to detail and problem-solving abilities, with a strong customer-oriented mindset.
Familiarity with ticketing systems, bug tracking tools and CRM software is preferred.
Analytical skills to gather, interpret, and present data effectively.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
A proactive approach to customer success, with a focus on continuous improvement and customer satisfaction.
High level of English , both verbally and written
Experience in the OSINT fields

Preferred Requirements:

English - high level
Arabic - high level- Advantage