Customer Success Specialist

ECAM is looking for talented individuals like you! Be the next Customer Success Specialist .

ECAM, the leader in interactive surveillance is looking for an enthusiastic Customer Success Specialist. Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships.  You will be the voice of ECAM, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties & Responsibilities:

- Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations

- Identify and connect with key customer stakeholders in various positions within each assigned location

- Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully

- Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed

- Prioritize and manage several open issues at a time while working with cross departmental resources

- Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers

- Maintain an understanding of company products and technology platforms to better support customers and resources in the field

- Develop and identify an understanding of customer use and product value at each location and across book of accounts

- Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services

- Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations

- Provide system training to customers and onboard customers remotely

- Maintain system data integrity across multiple customer platforms

- Understand and navigate customer hierarchy and decision process

- Diagnose, research, identify and troubleshoot some basic technical for customer generated requests

- Work within various video management systems

- Provide prompt follow up to customers and ensure their satisfaction

- Ability to participate in a weekend and holiday coverage rotation and be on call to meet customer requirement.

Qualifications

- Bachelor’s degree preferred

- 5+ years’ experience working in a Customer Success or Account Management capacity

- Ability to connect with people quickly and build strong lasting relationships

- Demonstrates critical thinking skills with the ability to anticipate future needs

- Strong issues mitigation skills, problem solving skills and a “tough skin”

- Customer advocate with a customer centric mindset and a positive “can do” attitude

- Strong presence and the ability to interact with a broad customer base ranging from C-suite executives to yard managers

- Strong sense of ownership and a proactive approach

- Ability to adapt and work in a fast-paced environment

- Open to and accepting of change. Ability to adapt and lead through ambiguity

- Strong technical acumen

- Proven ability to work independently with out supervision

Why join   ECAM ?

At   ECAM , we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.