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GardaWorld · 1 day ago

Customer Success Manager

Addison Texas

Full-time

Onsite

Mid, Senior Level

$75K/yr - $85K/yr

3+ years exp

GardaWorld is a leader in security technology and remote surveillance, and they are seeking a Customer Success Manager. The role involves managing customer satisfaction, driving retention campaigns, and supporting clients with technical issues to ensure a great experience.

Physical SecurityRisk ManagementSecurity

Responsibilities

Build and maintain strong, lasting customer relationships via phone, video, and email and provide a consistent customer experience to all assigned locations

Identify and connect with key customer stakeholders in various positions within each assigned location

Ability to identify and resolve problems promptly; gather and analyze information skillfully

Mitigate customer issues and monitor incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed

Prioritize and manage several open issues at a time while working with cross-departmental resources

Consider the financial impact, operational impact, and the customer experience impact of decisions and actions both on internal and external customers

Maintain an understanding of company products and technology platforms to support customers and resources in the field better

Develop and identify an understanding of customer use and product value at each location and across a book of accounts

Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services

Identify and execute upsell opportunities and leverage outside sales team as needed to increase product penetration at locations

Provide system training to customers and onboard customers remotely

Maintain system data integrity across multiple customer platforms

Understand and navigate customer hierarchy and decision process

Diagnose, research, identify, and troubleshoot some basic technical issues for customer generated requests

Work within various video management systems

Provide prompt follow-up to customers and ensure their satisfaction

Qualification

Customer Relationship ManagementClient-facing account managementTechnical troubleshootingMicrosoft ExcelSalesforceData integrity maintenanceSystem trainingCustomer satisfactionProblem-solving skillsRelationship-building

Required

Authorized to work in the United States

Able to pass an extensive screening process

Bachelor's degree or diploma in a business-related field or equivalent experience

Proficient in software such as Microsoft Excel, PowerPoint, Outlook, and Customer Relationship Management (CRM) software, including Salesforce

Knowledge of customer service practices

Preferred

3-5 years of experience in client-facing account management, customer service, or direct sales experience in an entrepreneurial environment is strongly preferred

Experience supervising others strongly preferred