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Customer Success Manager

2 months ago

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

**About the Role**

Affiliated Monitoring Inc is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Partner Services Team, you will be responsible for managing our day-to-day interactions with top clients in the security, PERS, and IoT industries.

**Key Responsibilities**

  • Serve as the primary point of contact for operational support for Hosted Solutions clients, providing expertise, advice, and management of project requests.
  • 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.
  • Responsible for managing and developing relationships as the trusted advisor in Affiliated operations.
  • Provide technical expertise for Affiliated Hosted Solutions product, providing escalated support and comprehensive solutions to client inquiries in a timely manner.
  • Collaborate with Affiliated's Onboarding team to provide a seamless transition for our hosted clients, ensuring they are thoroughly trained on operating procedures.
  • Monitor client support activities to detect any trends. Develop remediation plans for any recurring issues and/or present clients with best practices to optimize their account structures.
  • Track KPIs at the client level to ensure operational expectations and service levels are being met.
  • Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution, and restoration to any major issues that arise.
  • 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 make a true impact on our company and products, with high-visibility and possibilities for career growth.

  • 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.