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Stealth Monitoring: Customer Success Manager

Stealth Monitoring

This is a Full-time position in Addison, TX posted September 7, 2021.

Customer Success Manager Stealth, the leader in interactive surveillance is looking for an enthusiastic Customer Success Manager.

Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships.

You will be the voice of Stealth, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

ResponsibilitiesBuild and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locationsIdentify and connect with key customer stakeholders in various positions within each assigned locationAbility to identify and resolve problems in a timely manner; gather and analyze information skillfullyMitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when neededPrioritize and manage several open issues at a time while working with cross departmental resourcesConsider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customersMaintain an understanding of company products and technology platforms to better support customers and resources in the fieldDevelop and identify an understanding of customer use and product value at each location and across book of accountsDrive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and servicesIdentify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locationsProvide system training to customers and onboard customers remotelyMaintain system data integrity across multiple customer platformsUnderstand and navigate customer hierarchy and decision processDiagnose, research, identify and troubleshoot some basic technical for customer generated requestsWork within various video management systemsProvide prompt follow up to customers and ensure their satisfactionAbility to participate in a weekend and holiday coverage rotation and be on call to meet customer requirementsThis position does not require regular travel, but occasionally might have to attend company meetings or functions Qualifications5+ years’ experience working in a Customer Success or Account Management capacityBachelor’s degree preferredAbility to connect with people quickly and build strong lasting relationshipsDemonstrates critical thinking skills with the ability to anticipate future needsStrong issues mitigation skills, problem solving skills and a “tough skin”Customer advocate with a customer centric mindset and a positive “can do” attitudeStrong presence and the ability to interact with a broad customer base ranging from C-suite executives to yard managersStrong sense of ownership and a proactive approachAbility to adapt and work in a fast-paced environmentOpen to and accepting of change.

Ability to adapt and lead through ambiguityStrong technical acumenProven ability to work independently with out supervisionCalm under pressure, mature demeanor, ability to put people at ease

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