Are you a fanatic about Customer Service? Then this job is for you!
Pro-Vigil is the industry leader in remote video monitoring / surveillance. We monitor our customers properties to prevent theft and vandalism.
The Customer Success Manager (CSM) is responsible for providing Pro-Vigil customers with service excellence, while also maintaining KPI standards in Customer Satisfaction and Retention as outlined in "Level of Service". The Customer Success Manager will leverage the knowledge of product and service to educate the customer with proper coverage and will refer internal leads to the sales organization, while demonstrating Pro-Vigil core values.
Responsibilities:
Customer Support
Complete and thorough onboarding of all customers either directly or through their Reseller
Personal Information Questionnaire Follow-up for Direct Fixed Accounts (Welcome & Introduction)
First Day/First Night Reviews
Non-equipment add-ons for Mobile segment
Account retention and relationship building
Escalations and Resolution of existing customers
Saves - Negotiating to save any high-risk, "flight-risk" customer
Manages Direct Fixed Key Customer Relationships
Manages the day to day processes for their customers
Proactive communication with managed accounts
Manages removal requests (Scheduled/Unscheduled)
Sales
Develops and executes individual sales plan
Identifies growth opportunities within installed base
Attains quota from all Existing Business Revenue (EBR) Opportunities
Expansion Sales - additional equipment and service plans
Contract renewals - Negotiating any renewal terms requested by Customers
Track all activity in Salesforce as well as ticket and call queue management
Requirements:
Self-starter
Excellent telephone/interpersonal communication skills.
Well organized, able to multitask, and comfortable and experienced in contacting and conversing with senior business executives and technical resources
Demonstrable ability to develop strong business relationships and sell in a fast-paced environment
Demonstrable ability to collaborate in a team environment and hold yourself accountable to the highest level of standards
Desire to be a support resource and advocate for our customers.
Achieve daily, weekly and monthly KPI goals
Partner with monitoring and dispatch , accounting, field support teams, marketing team, and territory Managers
Consistently deliver feedback to Marketing , Sales and Development teams
Daily management and accurate updating of Salesforce (CRM)
Desired Skills and Experience:
3+ years of sales experience
Technical aptitude
Strong metrics background
Ability to take direction and coaching to develop best practices