Security Account Manager

1 month ago

Norfolk, Virginia, United States ADT Full time
Job Summary:
We are seeking a highly skilled Security Account Manager to join our team at ADT. The ideal candidate will have a strong background in security-related projects, including experience with CCTV, Intercom, IDS, and access control systems. As a Security Account Manager, you will be responsible for developing and securing long-term relationships with National Account Customers. Your primary focus will be on proactively managing accounts for 1 Touch Plus National Account customers, performing daily audits to prevent and eliminate potential security issues, and ensuring accuracy of data in Mastermind. Additionally, you will coordinate service and billing for National Account Customers, prepare formal correspondence in response to customer inquiries, and track statistical information for the department. The successful candidate will have excellent communication and customer service skills, with the ability to work effectively with internal and external customers. If you are a motivated and detail-oriented individual with a passion for security solutions, we encourage you to apply for this exciting opportunity.

Key Responsibilities:
  • Perform client care calls to External and Internal customers.
  • Ensure accuracy of data in Mastermind.
  • Coordinate service and billing for National Account Customers.
  • Prepare formal correspondence in response to customer inquiries.
  • Track statistical information for the department.
  • Conduct communication meetings with External and Internal Customers to ensure changes in policies, procedures, and standards are disseminated clearly and concisely.
  • Establish good working relationships with National Account Point of Contacts.
  • Perform research and client care calls to National Account holders.
  • Utilize dashboards, 1 Reports, and other resources daily to proactively manage account activity and support National Account customers.
  • Promote the full product line and services offered by ADT/Protection 1.
  • Work with NAM/AVP to provide both oral and written presentations to customers outlining quarterly 1 Touch Report performance, billing systems, and applicable services.
  • Obtain accurate central station information required for the monitoring and service of the account.
  • Assist the installation, service, and billing departments as required.
  • Perform daily account audits and updates.
  • Make credit adjustments to accounts when necessary.
  • Work with the branches and Monitoring department to research and resolve customer issues.
  • Evaluate pending service calls daily for assigned customers and work with the appropriate branches to ensure service calls are completed and moved to a "Final QC" status for billing.
  • Perform all other duties and projects as assigned.
  • Position may require mandatory overtime.

Requirements:
  • High School Diploma or General Education Degree (GED) and two to three years' experience working on security-related projects to include three years of experience related to the CCTV, Intercom, IDS, and access control system industry.
  • Bachelor's degree preferred.
  • Two years Mastermind experience preferred.

What We Offer:
The salary range for this role is $43,575 - $87,150 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These awards are allocated based on company and individual performance. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits, and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

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