Garda World Security
Overview
Job Description
Lead the Way as a Customer Success Manager! Are you passionate about helping customers and building strong relationships? Join us as a Customer Success Manager! You'll be the go-to person for our clients, ensuring they have a great experience and addressing any issues that come up. Your role will involve managing customer satisfaction, driving retention campaigns, and finding ways to grow our business organically. You'll connect with key stakeholders, provide system training, and support customers with any technical issues. If you enjoy working in a fast-paced environment and have a knack for problem-solving, we want to hear from you!
Your 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
Your Qualifications
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
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
Your Skills and Competencies
Strong relationship-building via phone, video, and email
Effective problem-solving and analytical skills
Ability to manage multiple issues and prioritize tasks
High level of customer satisfaction and issue mitigation
Understanding of financial, operational, and customer experience impacts
Proficiency in company products and technology platforms
Ability to identify upsell opportunities and support sales efforts
Skilled in system training and remote onboarding
Maintaining data integrity across platforms
Navigating customer hierarchy and decision processes
Basic technical troubleshooting skills
Prompt and effective follow-up with customers
ECAM: Safeguarding Sites with Innovation ECAM, a GardaWorld company, is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.
It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
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Lead the Way as a Customer Success Manager! Are you passionate about helping customers and building strong relationships? Join us as a Customer Success Manager! You'll be the go-to person for our clients, ensuring they have a great experience and addressing any issues that come up. Your role will involve managing customer satisfaction, driving retention campaigns, and finding ways to grow our business organically. You'll connect with key stakeholders, provide system training, and support customers with any technical issues. If you enjoy working in a fast-paced environment and have a knack for problem-solving, we want to hear from you!
Your 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
Your Qualifications
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
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
Your Skills and Competencies
Strong relationship-building via phone, video, and email
Effective problem-solving and analytical skills
Ability to manage multiple issues and prioritize tasks
High level of customer satisfaction and issue mitigation
Understanding of financial, operational, and customer experience impacts
Proficiency in company products and technology platforms
Ability to identify upsell opportunities and support sales efforts
Skilled in system training and remote onboarding
Maintaining data integrity across platforms
Navigating customer hierarchy and decision processes
Basic technical troubleshooting skills
Prompt and effective follow-up with customers
ECAM: Safeguarding Sites with Innovation ECAM, a GardaWorld company, is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.
It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
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