Scaled Customer Success Associate

• Own the customer journey for a high-volume portfolio from initial go-live through renewal cycles
• Analyze usage data to identify unhealthy or at‑risk accounts
• Coordinate scaled digital outreach campaigns to re‑engage users and drive adoption
• Help build and refine the Scaled operating model
• Identify patterns and develop efficient technology‑enabled support and education approaches
• Develop how‑to videos, best‑practice guides and self‑service resources
• Translate complex technical workflows into simple, actionable customer content
• Monitor and create community forum content
• Enable the forum as a resource hub for peer insights and learning
• Support new and existing Public Safety clients with product adoption, usage, value and satisfaction

Requirements

• Bachelor’s degree and 3+ years of experience in a customer‑facing role, sales or public safety
• Legal authorization to work in the U.S. indefinitely
• Employer work permit sponsorship is not available
• 3+ years of experience in a customer‑facing role in customer advocacy, sales or public safety
• Ability to communicate clearly and effectively with customers, peers and leadership, with strong written communication
• Ability to quickly learn complex software and translate technical features into simple, value‑based recommendations
• Exceptional ability to prioritize a high volume of tasks and manage a large portfolio of customers
• Ability to influence and maintain working relationships in large, cross‑functional organizations and law enforcement agencies
• Ability to coordinate and collaborate effectively with cross‑functional internal resources
• Strong customer focus and ability to follow through on commitments
• Adaptability, flexibility and initiative
• Rave portfolio product knowledge preferred

Core Competencies

Demonstrates expertise in customer journey management, focusing on customer advocacy and product adoption within the public safety sector. Proficient in analyzing data to enhance user engagement and develop effective support resources.

Highest‑signal resume keywords

• Customer Journey Management
• Data Analysis
• Cross‑Functional Collaboration
• Customer Advocacy
• Public Safety Knowledge

Hard Skills

• Data Analysis
• Technical Workflow Translation
• Content Development
• Digital Outreach Campaigns
• Portfolio Management

Soft Skills

• Clear Communication
• Influencing Skills
• Prioritization
• Adaptability
• Customer Focus

Industry Keywords

• Public Safety
• Customer Advocacy
• Sales
• Self‑Service Resources
• Community Forum Management

Tools & Technologies

• Rave Portfolio