Granite Communication and Security LLC · 4 hours ago
Customer Success Manager
Greater Tampa Bay Area
Full-time
Onsite
Entry, Mid Level
$80K/yr - $95K/yr
2+ years expGranite Communication and Security LLC is seeking a Client Success Manager who will be the primary point of contact for property owners and stakeholders utilizing their ISP, VoIP, CCTV, and Access Control services. The role focuses on ensuring a high-quality customer experience through effective communication, technical assistance, and issue resolution.
Security & Investigations
Hiring Manager
Doug Dimler
Responsibilities
Collaborate directly with assigned client teams and third-party technology vendors to:
Gather detailed integration requirements and document specifications
Understand client systems, workflows, and operational environments related to integrations
Translate client business needs into clear and actionable technical requirements for internal teams
Facilitate communication between clients, vendors, and internal stakeholders to:
Provide status updates, manage expectations, and escalate issues as necessary
Assist clients in navigating integration onboarding and issue resolution processes
Maintain and enhance existing integrations, ensuring continued performance and alignment with client needs
Contribute to process improvements related to integration lifecycle management
Respond to service inquiries from owners via phone, email, and ticketing systems with professionalism and urgency
Manage inbound and outbound communications to ensure clients are updated throughout the service process
Maintain a customer-first mindset, ensuring all interactions are handled with empathy and ownership
Troubleshoot basic issues related to ISP connectivity, VoIP services, CCTV systems, and Access Control devices
Gather detailed information to escalate technical issues to the appropriate internal teams when needed
Coordinate service appointments, technician dispatches, and follow-ups until resolution
Document all reported issues, resolutions, and customer notes with accuracy and clarity
Assist in onboarding new owners to our services, including explaining features, setup requirements, and expectations
Work cross-functionally with technical teams, field technicians, and management to ensure timely service delivery
Monitor service queues and ensure service-level agreements (SLAs) are met
Identify patterns in customer concerns and communicate opportunities for improvements to management
Contribute to process enhancements that improve service efficiency and client satisfaction
Maintain up-to-date knowledge of all company services, equipment, and system updates
Qualification
Required
Experience in previous sales support role
Project management support role experience
Resilient and proactive communication and coordination with our clients
Clear and precise interpersonal skills, including the ability to build positive relationships, collaborate effectively with diverse teams, and communicate clearly with stakeholders
Strong customer service skills with the ability to communicate clearly and professionally
Basic technical understanding of Internet services, VoIP systems, CCTV camera setups, or access control equipment (training provided)
Ability to multitask, prioritize, and remain calm in fast-paced environments
High attention to detail and strong problem-solving skills
Preferred
Previous experience in telecom, IT, property technology, or security systems. (training provided)
Familiarity with general 3rd party software and the ability to learn it quickly
Benefits
Dental insurance
Health insurance
Vision insurance
Paid Time Off
Company
Granite Communication and Security LLC
At Granite Communications and Security, we know that protecting your property, family, tenants, and staff is essential.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase