Customer Success Manager
Customer Success Manager
Avantguard Monitoring Centers
AvantGuard Monitoring Centers is one of the fastest growing alarm monitoring companies in its industry. We work to protect lives and property by offering the fastest, most reliable response services possible. We were established in 1977 and continue to grow every year because the way we care for our team members, subscribers, dealers and community.
We have a fun culture that includes potlucks, nerf wars, IPod Karaoke, Call of Duty competitions, ping pong tournaments and quarterly companywide parties. With this full-time position it includes tuition reimbursement, 401k, medical, dental, vision, Aflac, 3 weeks of PTO starting and more.
Who we're looking for
We are looking for the next member of our Dealer Services Team! The Dealer Services Team works cooperatively with other departments to improve the client experience, retain existing customers, and garner important feedback. You will act as a liaison between the customer, sales, support, and product management to ensure the success of new and existing clients.
Customer Success leads the onboarding process and establishes long-term relationships with new clients. You will understand our customers’ business goals for the project, envision and provide a relevant solution design that encapsulates industry best practices, and follow a defined implementation process that consistently delivers on implementation milestones and target completion dates.
Customer Success also is responsible for proactively checking in with a large book of existing clients. This entails answering technical and non-technical customer inquiries, providing additional training, communicating system improvements, and managing feedback. You will have the ability to grow your role by contributing to help support our dealers.
What you'll do
- Working on a day-to-day basis with the dealer to meet their daily needs
- Present to dealers to use new technology and procedures to increase operational efficiency
- Work with various departments to isolate and correct any issues or requests in a timely manner
- Assisting with procedure and protocol changes. Setting up reports for the customer to track
- Be responsible for providing consultative guidance and dynamic solutions for any issues that arise via telephone, email, chat, and/or site visit
- Provide proactive outreach at all stages of the customer lifecycle
- Identify, prioritize, and resolve client issues/concerns and coordinate with appropriate internal departments to provide response and/or solutions
- Develop and maintain strong relationships with dealers to ensure maximum satisfaction and retention levels
- Become an expert in the features, benefits, and implementation of AvantGuard’s policies
Skills you'll need
- Bachelor's degree preferred though 4+ years of experience in a related role with increasing responsibility may be considered as an appropriate substitute
- Three or more years of customer service management or client success management
- Ability to learn and master new software
- Expert in Microsoft suite
- Comfortable using and learning software: MS Office (Excel), multiple internet browsers, ticketing/tracking systems