Customer Success Specialist

Customer Success Specialist

Who We Are:

Locution Systems’ mission is to support first responders across North America to protect their communities as efficiently as possible. This goal is reflected in not only the innovative technology we design but also the people we hope to attract in the pursuit of our mission.

As an organization with over 25 years of experience in the public safety industry, specifically Fire Station Alerting, Locution Systems is widely considered an industry leader in improving first responder quality of life and turnout times.

Operating at the foothills of the Colorado Rockies in Golden, CO our offices offer close proximity to South Table Mountain Trailheads and the Colorado Mills Mall.

We are experiencing unprecedented nationwide demand and need your help to continue to grow and provide exceptional support to our customers.

What You’ll Do as a Customer Success Specialist:

As a Customer Success Specialist, you will be part of a team that is responsible for maintaining and growing customer relationships along with providing an exceptional customer experience. You will be responsible for working directly with customers, understanding their needs, challenges, and adding value to their operations.  Our customers are fiercely loyal to us. With your help, we will maintain these strong ties as we grow.  You will have a direct impact on our mission to improve the overall health and wellness of 911 dispatchers, first responders, and emergency response times.

  • Serve as the liaison between the customers and our internal team members
  • Collaborate with internal resources to drive coordinated response for our customers
  • Gather and provide all relevant information necessary for internal resources to respond quickly and accurately to quote requests
  • Continually build your knowledge about our product and service offerings and how they differ from those of our competitors
  • Identify growth opportunities and future needs of customers
  • Take initiative to sort out and resolve complex issues related to customer accounts
  • Utilize Salesforce CRM to maintain complete, accurate, and timely documentation and updated customer information
  • Visit customers sites to build relationships and establish yourself as their trusted advisor
  • Monitor, analyze, and report on customer usage of Locution’s products and services to understand trends, potential opportunities, and forecast revenue
  • Engage and collaborate with internal Locution Systems’ customer support services such as Training, to help customers get the most out of Locution’s products
  • Escalate critical issues and at-risk accounts to Locution leadership when additional support is needed
  • Earn the trust and respect of co-workers by keeping and following through on commitments

Attributes for Success in this Position:

  • Knowledge of Fire and EMS operations (preferred)
  • 2+ years of experience in a customer account facing role such as sales, customer support, project management and have a desire to grow a career in Customer Success
  • Exceptional communication skills, with ability to listen to customer needs and communicate complex information in a clear and concise manner
  • Detail oriented, with strong planning, analytical and critical thinking skills
  • Excellent written communication skills including message clarity, positive tone, and accurate grammar
  • Strong organizational skills, ability to multitask, prioritize, and manage time effectively
  • Ability to work well in teams, collaborate cross-functionally and cross-departments
  • Willingness to learn all aspects of our industry and an in-depth understanding of our products
  • Natural relationship building skills and a knack for “reading” and connecting with people
  • High integrity, dependability, and reliability
  • Willingness to continually learn by proactively seeking opportunities to improve job knowledge through educational opportunities, professional networking, participating in professional organizations, reading and professional publications
  • Advanced skills in the Microsoft Office Suite, and Salesforce CRM software


We offer a collaborative and professional work environment, that encourages teamwork. We invest in the health, financial security, and well-being of our employees.

  • Profit-sharing:
    • Locution understands it’s the talent and hard work of our team members that results in the exceptional products and services we deliver to our customers.
  • Medical, dental, and vision insurance:
    • Locution provides medical, dental, and vision insurance to our employees and pays 100% of the employee premiums. We also offer dependent coverage for employee purchase. Additionally Locution offers life insurance, as well as short and long-term disability insurance and pays 100% of the premiums.
  • 401(k) matching:
    • Locution offers a 401(k) plan and even begins matching your contributions right after your first month of employment.
  • Paid time off:
    • You begin to accrue time off after your very first week of work. We also offer nine (9) paid holidays, including one personal holiday.
  • Compensation:
    • $60,000-$70,000/yr

*The above job description is designed to provide a high-level overview of the job duties but is not limited to this list.

Join our team!