Customer Success Manager at Colossus, Incorporated in Annapolis, Maryland

Job Description:

Caliber is looking for a Customer Success Manager to join our team!

As the Customer Success Manager (CSM) you will responsible for driving the ongoing success, adoption and benefit realization of the Caliber solutions across their assigned accounts.

As the expert on each customer’s strategic goals and operations, you will guide customers and drives adoption of the Caliber solution, over the life of the Caliber customer relationship.

You should be comfortable consulting and influencing public safety system executives and have a strong understanding of the customers’ strategic business goals in support of expanding the Caliber footprint.

What your impact will be:

• Ensure customers derive maximum value and net benefit from their investment in Caliber


• Develop a trusted advisor relationship with public safety system executives, end users and other Caliber champions to ensure each customer’s use of the Caliber solution closely aligns with its unique agency needs


• Identify opportunities to expand the relationship and generate new opportunities for growth and innovation


• Possess a comprehensive understanding of the Caliber solution in order to serve as a consultant identifying new opportunities to optimize the use of the Caliber Solutions


• Maintain strong customer retention rates aligned with corporate goals


• Track and measure the net benefits of Caliber against well-defined customer goals and objectives and provide quantified data to customers and internal Caliber teams.


• Identify product improvement opportunities and work with the Caliber Product Management team to develop new features and functionality within the solution to support customer objectives.

What we are looking for:

• Minimum of a Bachelors’ Degree or relevant post graduate experience


• Minimum five (5) plus years of relevant Public Safety work experience


• Strong customer-focus and service orientation.


• Ability to consult with customers’ onsite and remotely at the executive level, and at the business operation and technical levels.


• Excellent written and oral communication skills, including presentation skills.


• Strong analytical and problem-solving abilities.


• Must reside in the state of Maryland

What will make you stand out:

• Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.


• Ability to accomplish results working through others.


• Hands on, individual contributor and collaborative team player.

What we offer:

• A competitive compensation package


• A casual work environment


• Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)


• Paid Vacation

About us:

Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000+ Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees – earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever.