Customer Success Manager

3SI, CovertTrack, Wren Solutions and Edge 360 are four leading organizations in the security industry, who have joined forces with the mission to help create a #SaferWorld. Retailers, Financial Institutions, and Law Enforcement agencies look to us for solutions to offset the threat of high-value or volume asset theft, the victimization of repeat crimes, and the safety of employees, customers, and the overall community at large. 

Leveraging over 90 years of combined safety and security expertise, we offer an unparalleled suite of services and technologies encompassing deterrence, detection, and live asset tracking, resulting in apprehensions and convictions. This offering is backed by innovation and design-build capabilities for seamless integration. 

Our unique solutions and trusted partnerships are embraced by over 10,200 law enforcement agencies, delivering crime intelligence directly to ?rst responders and investigators for swift results to arrest and stop crime. By assisting police in apprehending and convicting dangerous offenders and taking them off the street, we help the community move towards becoming a #SaferWorld.

We're looking to add a Customer Success Manager to the team! The Customer Success Manager plays a crucial role within our company, focusing primarily on our partnership with a large account. This role is responsible for maximizing customer satisfaction, retention and value through effective use of our solutions, specifically tailored to this client's needs in the security sector. Reporting directly to the Senior Manager of Customer Success, the Customer Success Manager will oversee the client's account, manage client-owned inventory, projects, forecast sales, and explore additional sales opportunities. 

1. Account and Project Management: Serve as the lead point of contact for all client account management matters. Efficiently manage customer projects, ensuring the successful delivery of our solutions according to client's specific requirements.

2. Inventory Management: Oversee and manage client-owned inventory, ensuring optimal stock levels and timely availability of products.

3. Sales Forecasting and Opportunity Identification: Work closely with key client staff to forecast future sales accurately and identify potential new sales opportunities within the account.

4. Strategic Relationship Management: Develop and maintain a deep relationship with client, understanding their business needs and security objectives.

5. Feedback and Product Development Input: Collect and analyze feedback from client on product performance and relay this information to our Product and Engineering teams to aid in product improvements and innovations.

6. Performance Reporting: Provide detailed reports on account status, inventory levels, and future opportunities to the Senior Manager of Customer Success. Clearly communicate the progress at defined intervals to internal and external stakeholders

7. Issue Resolution: Address and resolve issues swiftly, ensuring client's satisfaction and continued use of our products.

8. QBR: Execute Customer Business Reviews, as well as prepare and build reports to provide to the internal team and customer.

Qualifications

1. Bachelor’s degree in business administration, Communications, Project Management, or a related field.

2. 3+ years of experience in customer success or account management, with significant project management responsibilities.

3. Specific experience and background knowledge in cameras and physical security systems.

4. Proven capability to manage key customer relationships, preferably with experience handling large accounts.

5. Strong analytical skills to manage inventory, forecast sales, and identify growth opportunities.

6. Excellent communication and interpersonal skills, capable of fostering strong client relationships.

7. Certification in project management (e.g., PMP, CAPM) is highly desirable.