Customer Success Representative

New York Peace of Mind Technologies (POM), is currently searching for a qualified, enthusiastic, hard-working and driven Customer Success Representative that embodies POM’s core values to join our Company and expand solution offerings and build client retention.
About You You are a people person, clients love working with you! You are driven, detailed oriented, organized and comfortable speaking to many personalities.
You are inquisitive and a great listener.
With your vast knowledge, you can think strategically in assessing needs, identifying solutions and communicating benefits.
About Us Peace of Mind Technologies, LLC (POM) is New York’s premier systems integrator for security and surveillance technology.
Specializing in high-tech systems, cloud-based software services and audio/video solutions for thousands of businesses, schools and properties in the greater New York Metropolitan area, POM’s diverse client roster comprises a wide range of prestigious and well-known organizations.
Founded in 2002, POM has handled more than 2,000 site installations, primarily focused on large offices, retail, hospitality, health care, education, and real estate (commercial, luxury residential and hi-rise).
Roles & Responsibilities Realize Client Objectives.
The Customer Success Representative captures the journey of the client, and then takes a consultative approach to provide guidance and/or offer solutions to challenges.
Listen and learn from customers.
Apply your knowledge base to understand the client’s needs and challenges Assess whether the client recognizes the full benefits of the system and POM’s service.
Support the Company Growth.
The Customer Success Representative supports the growth of the company by identifying solutions that can brought to multiple clients.
Visit sites after project completion to learn about the customer’s experience and identify additional needs /challenges they or another client faces.
Visit new Service Contract sites to learn about their experience and demonstrate POM’s value.
Educate clients on the benefits of POMAdvantage, POM’s Service plan product.
Work with Sales Team on marketing and closing Service Contracts (POMAdvantage).
Meet annually with existing Service Contract clients to get feedback, identify additional needs and communicate value in contract renewals.
Actively learn from each customer and identify solutions POM can market to other customers.
Understand interdepartmental communication obstacles and act as a liaison to improve the flow of information.
Increase Profit Margin.
The Customer Success Representative will work strategically with the team to identify and implement additional solutions to market and create value for customers resulting in client retention and contract renewals.
Exceed Client Expectations.
The Customer Success Representative delivers a positive experience, proactively meeting with clients to ensure they understand the features and benefits of their system and/or service program.
Conduct training after new installations are complete and demonstrate full benefits.
Schedule recurring annual refresher training with Service Contract clients.
Create a plan for the customer to help them be more successful with the implementation and utilization of their systems.
Introduce Service Contract (POMAdvantage) clients to the Service Department team and ensure they understand the benefits.
Show extra love.
Desired Skills and Experience Detailed oriented, organized.
Excellent communication and writing skills Positive, confident and happy personality Experienced and proficient with Microsoft Excel, Visio, and Outlook.
Inquisitive and great listener.
Extensive knowledge of CCTV and Access Control systems.
Major manufacturing training/certification a plus.
Does this sound like you? Benefits Include: Annual salary commensurate with experience.
Health benefits package Voluntary dental, vision, disability and life insurance plans 401k plan with matching Generous paid-time-off policy 5 Paid Sick Days Pre-tax commuter benefit $60,000 - $80,000 base salary plus commission.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.