Customer Success Manager

The Customer Success Manager (CSM) serves as a strategic partner, ensuring customers maximize the value of our technology solutions while fostering long-term relationships built on trust and excellence. By proactively guiding customers through onboarding, optimization, and continuous improvement, the CSM enhances customer satisfaction, retention, and growth. 

Customer Relationship Management

• Build and maintain strong, lasting relationships with customers to ensure their success and satisfaction.
• Act as the main point of contact for customer inquiries, issues, and requests.
• Develop a deep understanding of customers’ business needs and provide strategic guidance to align our solutions with their objectives.

Onboarding & Training

• Lead the onboarding process for new customers, ensuring a seamless transition and successful implementation of our products or services.
• Provide training, resources, and support to ensure customers are fully equipped to use our solutions effectively.

Customer Advocacy

• Advocate for customers within the company, ensuring their needs and concerns are addressed by internal teams (e.g., product, support, sales).
• Work with customers to identify and prioritize product or service enhancements based on feedback and usage.

Renewals & Upselling

• Drive retention efforts by monitoring customer health and proactively addressing potential issues before they lead to churn.
• Identify opportunities for upselling or cross-selling additional products and services, working with the sales team to close new business.

Customer Success Metrics & Reporting

• Track and analyze key performance indicators (KPIs) related to customer satisfaction, product usage, and retention.
• Provide regular reports and updates on customer health, usage trends, and success milestones to internal teams.

Problem Resolution

• Serve as the customer’s advocate when escalations arise, working to resolve issues in a timely and satisfactory manner.
• Collaborate with support and technical teams to ensure issues are resolved efficiently.

Education

• High School Diploma required; some college preferred

Experience

• 2+ years of experience in a customer-facing role, preferably in a customer success, account management, or project management position.
• Experience working in SaaS, tech, or telecom is highly preferred.

Skills

• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving abilities and conflict-resolution skills.
• Ability to manage multiple customers and priorities in a fast-paced environment.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools.
• Strong project management skills, with experience coordinating resources across teams.
• Results-driven, with a focus on achieving customer outcomes and success metrics.

Personal Attributes

• Empathetic, proactive, and solutions-oriented.
• Ability to listen actively, ask insightful questions, and anticipate customer needs.
• Strong organizational skills and attention to detail.
• Passionate about delivering exceptional customer service and creating positive customer experiences.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision benefits.
• 401(k) plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Opportunities for career growth and professional development.
• Dynamic, collaborative work environment.

Fire Alarm Systems Manager

The Fire Alarm Manager is responsible for overseeing the design, upgrade, testing, and ongoing monitoring of fire alarm systems across a variety of commercial and institutional settings. This role ensures that systems are fully compliant, reliable, and tailored to each client’s specific needs. While experience in all areas is preferred, we’re open to candidates who bring a strong foundation and a willingness to grow

System Design & Upgrades

• Lead the design of new fire alarm systems that meet code requirements and client expectations.
• Oversee system upgrades to maintain safety, functionality, and regulatory compliance.

Testing & Monitoring

• Direct testing and regular inspection of existing systems to ensure peak performance.
• Monitor system performance and proactively address any issues or failures.

Project Oversight & Documentation

• Coordinate with installation teams, contractors, and vendors to ensure projects stay on track.
• Maintain detailed records of all system designs, test results, service logs, and compliance documents.

Compliance & Quality Assurance

• Ensure systems meet all NFPA codes, AHJ requirements, and client specifications.
• Stay current on fire safety regulations and industry best practices.

Leadership & Collaboration

• Support a team of technicians.
• Communicate clearly with internal teams, clients, and regulatory authorities.

Education

• High School Diploma required
• Relevant certifications are preferred

Experience

• Relevant experience in fire alarm system design, testing, upgrades, or monitoring in preferred
• Previous management or supervisory experience in a fire safety environment

Skills

• Strong technical knowledge of fire alarm systems and codes.
• Attention to detail and commitment to safety.
• Excellent communication and leadership skills. 
• Proficiency with system software, schematics, and compliance documentation.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision benefits.
• 401(k) plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Opportunities for career growth and professional development.
• Dynamic, collaborative work environment.