Great companies start with great people

Customer Success Manager

Location: Remote (Travel as needed)

Department: Customer Success

Reports to: President, PowerDetails LLC

Company Overview

PowerDetails LLC is a leading provider of advanced software solutions designed specifically for law enforcement and public safety agencies. Our platform helps agencies manage off-duty, extra-duty and overtime.  We pride ourselves on delivering exceptional service and building strong, lasting relationships with our customer agencies.

Position Overview:

PowerDetails LLC is seeking a Customer Success Manager to lead and support our Customer Success Associate and Coordinator Services Associate team members. The ideal candidate is a proactive leader with a passion for delivering outstanding customer experiences and has a solid understanding of the unique needs of public safety professionals.

Key Responsibilities:

• Team Management: Provide day-to-day leadership and oversight of Customer Success Associates and Coordinator Services Associates. Foster a high-performance team culture centered on accountability, collaboration, and continuous improvement.
  

• After-Hours Service Oversight: Manage the after-hours service, ensuring timely and high-quality support for customer issues that arise outside of standard business hours.
  

• Customer Relationship Management: Maintain strong relationships with agency partners to ensure satisfaction, promote customer retention, and identify opportunities for efficiency and best practices.
  

• Customer Growth & Retention: Develop and execute strategies to enhance customer engagement, improve usage of our platform, and expand business within existing accounts.
  

• Field Engagement: Represent PowerDetails at customer agency visits, industry conferences, and sales presentations, supporting the sales team by demonstrating the value of our solutions and fostering trust with prospective clients.
  

• Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to provide feedback from customers and ensure alignment across departments.

Qualifications:

• Experience in Customer Success, Account Management, or related customer-facing roles.
  

• Experience managing or supervising a team, preferably in a SaaS or service-oriented environment.
  

• Experience working with or in law enforcement or public safety agencies is desirable.
  

• Excellent communication, interpersonal, presentation and organizational skills.
  

• Ability to travel for customer visits, sales support, and industry conferences.
  

• Strong problem-solving skills and the ability to stay calm and effective in high-pressure situations.
  

• Tech-savvy with the ability to quickly learn and explain software applications.

Preferred Qualifications:

• Experience using customer service tools or CRM platforms.

• Background in or understanding of law enforcement operations and scheduling systems.

• Proven track record of improving customer satisfaction and team performance.

• 4-year Bachelor's Degree preferred

Why Join PowerDetails?

• Opportunity to make a real difference in the public safety sector

• Dynamic, supportive, and mission-driven team environment

• Competitive salary and benefits

Please e-mail your resume to Sally.Kauffman@powerdetails.com and we will be in contact!

Off/Extra- Duty/Secondary Employment Software Sales Consultant

Consultant | Remote/Orlando, FL

Please e-mail your resume to Andy.Rivera@powerdetails.com and we will be in contact!

PowerDetails, the industry leader since 2006 in off/extra-duty secondary employment scheduling is looking for several retired LEO’s to join our team in the U.S. as Outside Sales Representatives (LEO Senior Advisors) that will focus on their home geographic region.

The LEO Senior Advisor will sell a Law Enforcement Software Platform for the off/extra-duty and overtime markets within active Law Enforcement organizations, unions, and cities. The LEO Senior Advisor MUST be a well-connected, retired Police Officer/Sheriff Deputy that wants to help Law Enforcement Agencies improve their internal off-duty staffing methods and help Officers make more money in a fully compliant, transparent manner.

NO COLD CALLING REQUIRED

The successful candidate will have strong multitasking ability, as well as excellent follow-up and communication skills. He/she must be a high-level communicator with success in negotiation. We are asking the LEO Senior Advisor to start in the target market where they have the strongest relationships and then move out from there. This position is telecommuter, remote, and/or work from home. We do not need the Representative to know anything about technology or the inner details of our software. We have a team to discuss those topics with the prospect once the meeting is set. We also don't need you to close the sale, just to set meetings with the Agency decision-makers so we can do the demo and help you close the deal. Of course, you will be involved with that process so you can be an advocate to that LE Agency and your relationships.

Responsibilities:

• Client support and networking – Acquire and maintain a network of sources to identify new sales leads.

• Communicate with prospects and leads to identify and understand their needs.

• Align value propositions with prospect pain points to sell software and solutions

• Meet with Police Chiefs, Sheriffs, unions, or any decision-makers within Law Enforcement agencies on a regular basis.

  Reporting – Maintain daily reports of sales activities, including calls, orders, sales, lost business, and any other issues. Participate in regular sales meetings.

• Knowledge -- Have basic knowledge in off-duty, special events, overtime, and secondary employment that Law Enforcement officers typically work. Handle questions via phone and email addressing software, browser, and general internet issues.

• Reporting/escalating issues through the appropriate channels.

• Diagnosing and providing a path to resolve various technical issues.

• Proactively identify ways to avoid the recurrence of customer issues by improving processes, reviewing technical articles, and recommending changes.

• Develop full knowledge of our software and train new customers on how to use it, while supporting them along the way with weekly check-ins.

• Communicate customer issues with team members.

• Strive to meet the highest level of customer satisfaction by resolving customer issues in a professional and timely manner.

• Update software training and support material

• Additional responsibility as business needs arise.

Requirements:

• 10-15+ years aggregate active duty Law Enforcement

• Separated from service in good standing

• 3-5 years of leadership within their department

• Excellent interpersonal and customer service skills

• Proven organizational skills and attention to detail

• Ability to position software and services to stakeholders and decision-makers

• Paid as a private contractor, 1099 relationship

• Paid for setting qualified meetings and generous double-digit commission after department runs the first job on the software

• Annual performance-based bonuses paid at PowerDetail’s discretion

Please e-mail your resume to Andy.rivera@powerdetails.com and we will be in contact!