CENTEGIX Hiring for Customer Success Account Management, Manager (REMOTE) Full Time

CENTEGIX® is the leader in incident response solutions. CENTEGIX® creates safer spaces by innovating technology to empower and protect people, and leaders nationwide trust our safety solutions to provide peace of mind. Our award-winning CrisisAlert™ platform is the fastest and easiest way for staff to call for help in any emergency, from the everyday to the extreme. Our Internet-of-things (IoT) platform utilizes a powerful blend of hardware, software, and wireless technologies to ensure campus-wide fast, accurate, and reliable communication of emergency incidents. Instant communication through visual cues and audio integration enables rapid response to any incident or crisis, anywhere on a campus. Because in a crisis: Every. Second. Matters.

Purpose

You have the opportunity to make a real difference! Join a passionate, technology-savvy team with a truly life-saving mission. As the leader of the CENTEGIX Customer Success Account Management team, you and your team are the face of CENTEGIX and serve as the primary contact for our customers. You will develop and maintain the company’s reputation for high-quality service. You will ensure that your team continuously improves processes and procedures that put the customer first, drives CrisisAlert best practices, delivers new products and services, and manages to a goal of 100% renewal. You are outgoing and organized and provide top-notch service to our customers over the phone, in person, and in written communications. You will play a key role in assisting leadership in creating and delivering the Customer Experience Strategy for CENTEGIX and providing input for continuous improvement across departments.

Position Responsibilities

• Communicating company values and updating clients on any new products, programs, or marketing initiatives
• Ensuring that customers are fully trained on best practices for using the CrisisAlert platform
• Consistently achieving monthly or quarterly targets on customer contact and satisfaction
• Ability to work with little supervision and ability to take initiative
• Building a team of customer-obsessed leaders that have a bias for action and high levels of ownership
• Resolve product or service problems by clarifying the customer’s issue, determining the cause, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment, and following up to ensure the resolution
• Recommend potential products, services, or enhancements to the Product and Innovation teams by collecting customer information and analyzing customer needs
• Proactively manage renewal dates and successful extensions and expansions of customer contracts

Requirements

• Proven Account Management and process improvement experience
• Strong leadership and team building skills with a bias for action and high standards
• Attention to detail with the ability to manage multiple competing priorities simultaneously
• Proven obsession with customer satisfaction
• Motivated and self-starter
• Presentation skills
• Experience communicating with users, technical teams and management
• Ability to multi-task, prioritize, and manage time effectively
• Demonstrated ability to understand and discuss technical concepts, manage trade-offs, incorporate feedback, and evaluate opportunistic new ideas with internal and external stakeholders
• Highly proficient in MS Office, Google Sheets, and CRM. Salesforce preferred