Customer Success Manager

Description

Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.

Located on a beautiful campus in Union, New Jersey, our state-of-the-art monitoring center facility is the most advanced in the United States.

The team at Affiliated Monitoring protects millions of people by monitoring their security alarms and medical alert systems.

Our team currently has an opening for an Account Manager for our Hosted Solutions’ product. Working as part of our Partner Services Team, this critical role helps us manage our day-to-day interactions with our top clients (B2B).

You will help manage relationships with clients ranging from nationally recognized security, PERS and IoT providers to unique technology startups.

This position is highly visible to all levels of the organization and will require an individual with a broad skill set.

Must be able to work onsite in Union, NJ*

What You’ll Do :

• Serve as primary point of contact for operational support for Hosted Solutions clients providing expertise, advice, and management of project requests
• Drive adoption and proficiency of Affiliated Monitoring’s hosted solutions products, providing continuous client training on Affiliated client services including advanced navigation and usage of our Affiliated Client Portal
• Responsible for managing and developing relationships as the trusted advisor in Affiliated operations
• Provide technical expertise for Affiliated Hosted Solutions product providing escalated support and comprehensive solutions to client inquiries in a timely manner
• Collaborate with Affiliated’s Onboarding team to provide a seamless transition for our hosted clients ensuring they are thoroughly trained on operating procedures
• Monitor client support activities to detect any trends. Develop remediation plans for any recurring issues and / or present clients with best practices to optimize their account structures
• Track KPIs at the client level to ensure operational expectations and service levels are being met
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution, and restoration to any major issues that arise
• Maintain client project tracker list, advocating for their changes or needs

Requirements

• 3-5 years of experience as a Technical Account Manager or Customer Success Manager in a B2B environment
• Bachelor's Degree Required
• Understanding of technology and desktop software
• Advanced analytical and problem-solving skill sets
• Excellent interpersonal and communication skills
• Comfortable working in a fast-paced, dynamic environment
• Excellent communication and presentation skills, with the ability to distill complex information into clear and actionable insights

What’s in it for you :

Affiliated is serious about fostering a healthy work / life balance and time spent with the team will confirm that. Most importantly you will have the chance to surround yourself with some of the best and brightest people around, working together to help ensure the safety of people across the United States.

• Top pay (salary depending on experience; submit your expectations with your application) and excellent comprehensive benefits package
• Chance to grow by working with an experienced and talented team
• Make a true impact on our company and products with high-visibility and possibilities for career growth
• Excellent Comprehensive Insurance Coverage
• 401(k) Retirement Savings Plan & Employer Match
• Company Paid Life Insurance

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