Customer Success Manager

Stealth, the leader in interactive surveillance is looking for an enthusiastic Customer Success Manager. Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships. You will be the voice of Stealth, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

Responsibilities

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
• Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests
• Work within various video management systems
• Provide prompt follow up to customers and ensure their satisfaction
• Ability to participate in a weekend and holiday coverage rotation and be on call to meet customer requirements
• This position does not require regular travel, but occasionally might have to attend company meetings or functions

Qualifications

• 5+ years’ experience working in a Customer Success or Account Management capacity
• Proven sales experience and the ability to up-sell to existing customers
• Bachelor’s degree preferred
• Ability to connect with people quickly and build strong lasting relationships
• Demonstrates critical thinking skills with the ability to anticipate future needs
• Strong issues mitigation skills, problem solving skills and a “tough skin”
• Customer advocate with a customer centric mindset and a positive “can do” attitude
• Strong presence and the ability to interact with a broad customer base ranging from C-suite executives to yard managers
• Strong sense of ownership and a proactive approach
• Ability to adapt and work in a fast-paced environment
• Open to and accepting of change. Ability to adapt and lead through ambiguity
• Strong technical acumen
• Proven ability to work independently with out supervision
• Calm under pressure, mature demeanor, ability to put people at ease