Senior Customer Success Associate, International Public Sector

Dataminr is seeking a self-motivated and self-directed Customer Success Associate, passionate about detailed record-keeping and maintaining scalable processes and systems to ensure customer success. As a natural customer advocate, you listen, learn, and define customer needs with our software solution, advocating for both the customer and our product, identifying opportunities and solving problems. Your goal is to support client engagements with training, usage assessments, and product demos to increase the adoption, retention, and satisfaction of the Dataminr platform within the UK public sector market, with an initial focus on policing and broader public safety customers, in support of our company's ambitious growth plans. You have a strong understanding of service culture, customer-facing products, and account management tools, supporting the customer base, which may involve travel to customer sites. You are excited to bring your experience to a team that is transforming how public sector clients adopt and use our platform.

The opportunity

• Be an expert on Dataminr’s First Alert platform and develop a deep understanding of publicly available information and social media analytics use cases
• Understand each customer’s mission, operating environment, and operational processes to design and implement programmes that seamlessly integrate Dataminr into their workflow
• Build and maintain strong and effective client relationships, and act as a thought partner
• Develop an understanding of customer use cases, internal decision-making nuances, and other key information necessary to manage and grow accounts
• Conduct quarterly customer reviews to ensure service and product quality remain exemplary, identify growth opportunities, partner with cross-company teams to drive product adoption, find new use cases, and deliver customer satisfaction by bringing value to our customers daily
• Serve as an advocate for our customers by collecting customer feedback, clearly articulating product recommendations for Dataminr product development, and presenting customer account health

What you bring

At Dataminr, we value you for who you are. We encourage you to apply for this role, even if you don't meet every qualification. Our candidates are reviewed on the basis of their skill and potential to succeed.

• Experience working with or in the UK public sector, with knowledge and/or experience of publicly available information and social media analysis within public sector organisations, particularly policing, law enforcement, emergency management, or related operational environments
• Bachelor’s degree or equivalent relevant experience, plus 2-4 years of client-facing or product experience, ideally in the public sector vertical
• Outstanding communication and presentation skills, with the ability to communicate complex concepts to both technical and non-technical audiences
• Detail-oriented mindset with excellent project management skills, a strong focus on client experience, and the ability to manage multiple competing projects and deadlines with a high level of accountability. Must be able to think on your feet and problem-solve in real-time
• Tech-savvy approach with the ability to learn new software and CRM tools; SaaS or other technology-related experience is a plus
• Ability to work independently and collaboratively within a team. Must be willing to travel domestically and internationally (approximately 35%) and possess the appropriate UK security clearance (or ability to obtain it) in order to operate within public sector organisations