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Customer Success Manager

2 months ago

Union, New Jersey, United States Affiliated Monitoring Inc Full time
Job Description

Overview

Affiliated Monitoring Inc is seeking a highly skilled Customer Success Manager to join our Partner Services Team. As a key member of our team, you will be responsible for managing relationships with our top clients, providing operational support, and driving adoption of our hosted solutions products.

Key Responsibilities

  • Operational Support: Serve as the primary point of contact for operational support for Hosted Solutions clients, providing expertise, advice, and management of project requests.
  • Product Adoption: 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.
  • Relationship Management: Responsible for managing and developing relationships as the trusted advisor in Affiliated operations.
  • Technical Expertise: Provide technical expertise for Affiliated Hosted Solutions product, providing escalated support and comprehensive solutions to client inquiries in a timely manner.
  • Onboarding: Collaborate with Affiliated's Onboarding team to provide a seamless transition for our hosted clients, ensuring they are thoroughly trained on operating procedures.
  • Client Support: Monitor client support activities to detect any trends, develop remediation plans for any recurring issues, and present clients with best practices to optimize their account structures.
  • KPI Tracking: Track KPIs at the client level to ensure operational expectations and service levels are being met.
  • Customer Expectations: Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution, and restoration to any major issues that arise.
  • Project Tracking: 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 Monitoring Inc is committed to fostering a healthy work/life balance and providing a supportive team environment. As a Customer Success Manager, you will have the opportunity to surround yourself with talented individuals, working together to ensure the safety of people across the United States.

Benefits

  • 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.