Sr. Account Management Representative

2 weeks ago

Marlborough, United States Vector Security, Inc. Full time
Job DescriptionJob Description

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day If this is how you like to work, we’d like to invite you to join our team as a Sr. Account Management Representative

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Location: This will be a hybrid role in Marlborough, MA

Summary:

As a Sr. Account Management Representative, you will act as a client advocate and work with internal departments to ensure that client needs are understood and satisfied. May assist with making sales, is expected to handle client complaints/escalations, collects and analyzes data, and improves the overall customer experience to ultimately retain and grow assigned account(s). Position will work onsite at the clients' corporate office.

What You'll Do:

  • Customer Relationship/Account Retention:

    • Primary point of contact for corporate level client contacts, communicating with clients to understand their needs, pain points and desired outcomes (so that this may be conveyed to internal teams for greater success) and explain VSN services, solutions and product value.
    • Building relationships with clients based on trust, respect, knowledge and ability to deliver at or above expectations.
    • Acting as a client advocate with a focus on improving overall customer experience driving account retention and growth.
    • Resolving complaints/escalations and preventing additional issues by improving processes.
    • Attend tradeshows, plan out the route for customers, vendor list and opportunities and provide recommendations, stay up to date with market solutions.
    • Travel required as needed for key meetings, site visits, site walks (for projects).
  • Account Management:
    • Collaborating with ALL internal departments (for all client subscribed services) to facilitate client need fulfillment, strategies for improvement to elevate overall customer experience and retention.
    • Collecting and analyzing data to identify trends, build business cases for sales solutions (upgrades, migration to better product, need for additional technologies).
    • Preparation and delivery of Quarterly (and Yearly) Business Reviews (QBR/YBR).
    • Pull information from D365 or other departments to compile reports and provide to customers and the VSN leadership.
    • Maintaining updated knowledge of company products and services as well as ability to recognize and recommend to client as solutions for their needs.
    • Maintaining updated knowledge of client business workflow, expectations, needs to be able to assess the service, install, billing/AR situations/requests to make judgement calls on behalf of customers and provide solutions or recommended SOP adjustments.
    • Often assist with making sales, doing legwork and research, setting up and supporting pilot programs, to include reporting and analysis of success.
    • Expected to handle pre-sales & sales workflow in internal systems (entering Opportunity/Survey/Quote requests and associated Tasks, SOW, pertinent date entry/updates in D365).
    • Gather and clarify scope of work for existing business/ad hoc projects/rollouts/conversions and coordinate with internal teams and customers, to include drawing/markup review, assessing appropriate coverage of devices and assist internal teams in obtaining needed customer documents/drawings.
    • Keeping accurate records and account notes in internal systems, for all assigned accounts (includes gathering key data such as EDS, customer expectations, etc.).
    • Identifying industry trends to better anticipate client needs.

What You'll Need:

  • High School Diploma/GED or Equivalent Qualification

  • Minimum of 3-5 years of experience in customer account management:

    • Build customer relationships, account management, maintaining multiple customer accounts.

    • Must have an understanding of how to conduct business at an elevated level.

    • Professional hard and soft skills necessary to efficiently and effectively manage, develop, and motivate all members of account teams.
  • Security, Loss Prevention experience - Preferred
  • Excellent Communication and Interpersonal Skills:
    • Must possess mature skills with the ability to effectively and intelligently communicate (both written and orally) with all levels of management, subordinates, peers, customers, and field resources.
  • Problem Solving Skills
  • Organization and Multi-Tasking Skills:
    • Must be able to effectively manage a large number projects.
    • Meeting all deadlines is critical to the success of this position.
    • Business processes and planning have to occur at both the high level and detailed level and becomes increasingly complex as the position evolves.
  • Confidentiality:
    • Must be able to maintain both company and client confidential information.
    • Position demands someone with a level of integrity.
  • Ability to Work Independently:
    • Position is located at a customer’s site; therefore, Vector management is remote.
    • Position must be able to know when to act independently and when to engage management.

What You'll Get:

In addition to competitive pay, we offer a comprehensive “Total Rewards” package including:

  • Medical, dental, and vision coverage
  • HSA/FSA programs
  • Company paid life and AD&D insurance
  • Company paid short- and long-term disability
  • Voluntary benefit products
  • 401k retirement savings plan after just 60 days
  • 7 Company Holidays, plus 2 Floating holidays of your choice
  • Paid Time Off
  • Tuition reimbursement
  • Employee Assistance Program (EAP)

About Us:

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time.

Our Values:

  • Win as a team
  • Do the right thing
  • Make a difference every day
  • Get it done
  • Think big

If you share these ideals, we'd love to hear from you

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

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