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National Account Management Expert

2 months ago

Norfolk, Virginia, United States ADT Full time

Company Overview: Everon, the innovative evolution of ADT Commercial, recognizes that our workforce is our greatest asset. We are committed to making a difference for our organization, our clients, and the communities we serve. As part of Everon, you will have the chance to contribute to this mission daily. With over 100 locations nationwide and a diverse range of solutions and services, our employees are positioned for continuous career growth and advancement.

Position Summary: The role involves cultivating and maintaining enduring relationships with National Account clients. You will proactively oversee accounts for 1 Touch Plus National Account customers and conduct daily assessments to identify and mitigate potential security concerns.

Key Responsibilities:

  • Conduct client engagement calls with both external and internal stakeholders.
  • Verify the accuracy of data within Mastermind.
  • Coordinate services and billing processes for National Account clients.
  • Draft formal responses to client inquiries and concerns.
  • Ensure timely responses to all customer communications, directing them to the appropriate department within 24 hours.
  • Gather and analyze statistical data for departmental reporting, submitting findings to management promptly.
  • Facilitate regular communication meetings with stakeholders to ensure clarity and understanding of policy, procedural, and standard changes.
  • Build strong working relationships with National Account Points of Contact.
  • Conduct research and outreach to National Account holders.
  • Utilize dashboards, reports, and various resources daily to effectively manage account activities and support National Account clients.
  • Promote the comprehensive range of products and services offered by ADT/Protection 1.
  • Collaborate with NAM/AVP to deliver both verbal and written presentations to clients regarding quarterly performance reports, billing systems, and relevant services.
  • Acquire accurate central station information necessary for account monitoring and service.
  • Assist installation, service, and billing teams as needed.
  • Perform daily audits and updates on accounts.
  • Make necessary credit adjustments to accounts.
  • Work with branches and the Monitoring department to investigate and resolve client issues.
  • Evaluate pending service requests daily for assigned clients, coordinating with branches to ensure timely completion and transition to 'Final QC' status for billing.
  • Execute all other duties and projects as assigned.
  • This position may require mandatory overtime.

Supervisory Responsibilities:

  • While direct supervisory duties are not required, the role includes training and mentoring peers.

Qualifications:

  • Knowledge: Advanced understanding of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm, and Fire Suppression Systems.
  • Skills: Proficient in computer applications, particularly Microsoft Office and database management, with advanced presentation skills in PowerPoint. Strong customer service skills are essential, along with the ability to apply tact, diplomacy, and sound judgment. Excellent written and verbal communication skills are required to assist both internal and external clients.
  • Abilities: Capable of reading and interpreting business publications, professional journals, technical guidelines, or governmental regulations. Proficient in writing reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to inquiries from groups of managers, clients, and the public. Competent in applying mathematical concepts such as probability and statistics, as well as understanding fractions, percentages, ratios, and proportions in practical contexts. Skilled in solving practical problems with limited standardization and interpreting various forms of instructions.
  • Physical Demands: The role requires regular standing, walking, sitting, and using hands for handling or feeling. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Must be able to carry necessary equipment when visiting clients. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made for individuals with disabilities.
  • Work Environment: The typical noise level is moderate. Travel may be necessary to visit clients and branches.
  • Minimum Qualifications: A High School Diploma or General Education Degree (GED) is required, along with two to three years of experience in security-related projects, including three years in the CCTV, Intercom, IDS, and access control systems industry. A Bachelor's degree is preferred, and two years of experience with Mastermind is advantageous.

Compensation and Benefits: The salary range for this position is $43,575 - $87,150, based on experience and qualifications. Certain roles may qualify for an annual bonus and equity options, determined by company and individual performance. We provide access to healthcare benefits, a 401(k) plan with company matching, short-term and long-term disability coverage, life insurance, wellness benefits, and paid time off, including up to 120 hours in the first year, with increased accrual rates thereafter. Additionally, we offer 6 paid holidays.