Tech Stack

Description

You will manage relationships between Customer Support, Sales, and Product License Management to resolve account and licensing challenges, ensuring customers have a seamless experience. This role requires problem-solving, analytical skills, and the ability to work autonomously while balancing accuracy, efficiency, and customer satisfaction. You will also lead mission critical projects with clear ownership.

Requirements

• Ability to work independently and with remote teammates in different time zones
• Military or Law Enforcement experience at any level is highly valued for this role
• Experience using Salesforce (2+ years preferred)
• Experience writing and communicating procedure and policy documents
• Experience working with cross functional teams across an organization
• Experience leveraging open-source tools in investigations
• Familiarity with using a SSO solution, preferably Okta
• Familiarity with SaaS licensing support

Responsibilities

• Maintain customer accounts within Salesforce and a custom license server
• Troubleshoot, identify, and resolve errors in licenses, contract terms, and account access
• Investigate leads to permit appropriate account access
• Support account management and technical support for customer success
• Document troubleshooting best practices
• Analyze large volumes of account and contact data for patterns and trends
• Perform other related duties as assigned