Job Description

Help Customers Get More From Their Access Control Investment

We’re a growing technology company delivering smartphone-based Access Control and Visitor Management solutions. As a Customer Success & Account Manager , you’ll be responsible for building strong customer relationships and making sure our customers have a great experience from the moment they purchase through onboarding, ongoing use, and renewal.

This role is ideal for someone who enjoys working directly with customers, staying organized, solving problems, and making sure things get done. You’ll serve as a trusted point of contact for customers while working closely with our technical support and operations teams to make sure customers get the help they need.

Customer Onboarding & Success

• Own the customer onboarding experience from account setup through successful implementation.
• Coordinate kickoff calls, implementation activities, training, and follow-up.
• Conduct customer and partner training and product walkthroughs.
• Ensure customers understand how to use our platform, apps, and products.
• Proactively follow up with customers to ensure successful adoption.
• Conduct periodic customer check-ins and identify opportunities to improve the customer experience.
• Maintain strong relationships with customers and become a trusted resource for their account.

Account Management & Retention

• Serve as the primary point of contact for general customer and account-related questions.
• Communicate with customers regarding upcoming renewals.
• Maintain accurate account information, contacts, renewal dates, and customer activity in Salesforce.
• Identify opportunities for additional products, services, or devices and coordinate with Sales as appropriate.
• Help resolve customer concerns by coordinating internally with Technical Support, Sales, and Operations.

Customer Orders & Administration

• Assist customers with Smartkey, Fob, and other product requests.
• Prepare and manage quotes and opportunities as appropriate.
• Coordinate customer orders and shipment-related communications.
• Assist with account updates and changes.
• Ensure customer requests are documented and followed through to completion.

Customer Support & Team Collaboration

• Monitor incoming customer requests through our shared customer support system.
• Provide a timely first response to customer questions, regardless of whether they are ultimately technical or account-related.
• Work collaboratively with Technical Support when a customer issue requires additional technical expertise.
• Maintain ownership of the customer relationship even when another team member is resolving the technical issue.
• Ensure customers receive clear communication and know what to expect throughout the resolution process.

What We’re Looking For

You don’t need to be a technology expert—but you do need to be customer-focused, organized, resourceful, and comfortable learning technology .

You’ll thrive in this role if you:

• Enjoy building relationships and helping customers succeed.
• Communicate clearly, professionally, and empathetically.
• Are highly organized and able to manage multiple customers and priorities.
• Take ownership of issues and follow through until they are resolved.
• Are comfortable leading customer calls and training sessions.
• Learn new systems and technology quickly.
• Can explain technology in a way that is easy for customers to understand.
• Are comfortable using CRM and ticketing systems.
• Look for ways to improve processes rather than simply following them.

Key Success Metrics

• Customer satisfaction and retention
• Successful and timely customer onboarding
• Renewal rate
• Customer engagement and adoption
• Timely response to customer requests
• Accurate Salesforce records
• Follow-through and completion of customer commitments

Requirements

• 2+ years of experience in customer success, account management, customer service, or a similar role
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Comfortable learning and explaining technology products
• Experience with Salesforce or a similar CRM preferred
• Experience with SaaS, technology, property management, or access control is a plus
• Self-starter mindset with a strong desire to learn and grow

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