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Customer Experience Specialist

4 months ago

Baltimore, United States Alertus Technologies Full time

**Customer Experience Specialist**

Baltimore, MD / Customer Experience & Education Customer Experience / Full Time/Remote **Company Description** When minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we're looking for like-minded individuals who take pride in offering well-developed and invaluable life safety products to an engaged customer base.

**Job Description** We are looking for an engaging Customer Experience Specialist to play a critical role in supporting Alertus rapid growth. This customer-focused rockstar will report to the Sr. Director of Customer Experience & Education, help bring our mission to life, and be responsible for increasing customer engagement by maximizing the customers Alertus System experience.

With a passion for customer engagement and retention, our ideal candidate will proactively work to understand and address the needs of our customer base. + Reach out to current customers to ensure the deployment and the full utilization of our products

+ Embed our existing customer base in Alertus' solutions to help drive retention rates

+ Obtain customer feedback regarding new features/capabilities and overall satisfaction through customer surveys, interviews, and focus groups

+ Use analytical skills to detect patterns, interpret data, brainstorm for solutions, and identify areas of improvement across the customer experience

+ Act as a liaison between internal teams to ensure customer needs are being met; coordinate with implementation, sales, marketing, finance, and product development teams

+ Act as a liaison between our customers and our internal technical teams to capture and deliver product requests for desired features

+ Spearhead projects for developing new features request by new and existing customers

+ Cultivate new business opportunities by asking questions, mining presented opportunities, and sharing the findings with the sales teams

+

+ BA/BS or equivalent experience

+ 1+ years of experience in a customer success or related role

+ Salesforce or other CRM platform experience preferred

+ Excellent interpersonal skills with the ability to effectively collaborate with internal and external stakeholders

+ Customer-first mindset

+ Ability to effectively communicate difficult/sensitive information tactfully

+ Ability to understand customers needs and manage client expectations

+ Exceptional soft skills

+ Competitive Salary

+ Business Casual Environment

+ Generous Vacation Plan

+ Part of a Fast-Paced and Growing Company Setting

+ Rewarding Experience Improving the Lives and Safety of Others

+ Regular Company Social and Team-building Events

+ Circle of Excellence Rewards Trip

Alertus Technologies is subject to the Federal Contractor and Emergency Temporary Standard (ETS) requirements of the Federal Mandate for COVID-19 Vaccination. All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

All your information will be kept confidential according to EEO guidelines.

EEO/AA Employer M/F/D/V

**AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP**