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Field Customer Success Manager

Company: ADT
Location: Largo
Posted on: November 25, 2022

Job Description:


SUMMARY: This position is responsible for developing and managing long term relationships with Multifamily Account Customers. Collaborate with department manager on employee training and new product offering(s). Directly collaborate with external contractors and Project managers on efforts to streamline installation and service procedures as well as manage and design training programs. Perform on-site customer training on all Multifamily Enterprise customer facing software applications. Provide strategic field training support to ADT service locations that support Multifamily Customer types, as well as commercial offices. Position will consist of a 65% travel schedule
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. To perform this job successfully, the Customer Success Manager may be expected to perform some, or all the duties listed, and other duties as assigned.


  • Collaborate with National Account Managers, local branches, and authorized subcontractors to perform on-site surveys.
  • Assist Account Managers with performance data that can be used in marketing campaigns for potential customers; explaining the operation of their equipment and applicable services.
  • Collaborate with Sales Operations in organizing, creating and executing deliverable training manual(s).
  • Create or help create sales support documents and contracts.
  • Manage new customer on-boarding design requirement and software application training.
  • Assist in coordinating the installation, service, and billing of Multifamily Account Customers.
  • Work with field branches and Monitoring department to research and resolve customer issues.
  • Ensure that all customer correspondence is addressed or forwarded to the appropriate department(s) for final resolution.
  • Prepare formal presentations in response to new or existing client custom design needs.
  • Project manage customer escalations in terms of commercial field support services.
  • Ability to navigate ADT's internal applications for the purpose of gathering, organizing and preparing required customer data reports.
  • Assist in tracking statistical information as needed for the operations department and compile data into reports that are submitted to leadership teams in a timely manner.
  • Assist in acquiring required contractual legal docs to support the admin operations group.
  • Position may require mandatory travel when necessary to meet company metrics.
  • Perform all other duties and projects as assigned.

    SUPERVISORY RESPONSIBILITIES None required.

    KNOWLEDGE, SKILLS, AND ABILITIES Knowledge

    • Maintain a strong knowledge of industry and company operations.
    • Knowledge of all sales, installation, billing, and monitoring systems which assist managing our business.
    • Basic knowledge of billing principles and practices.
    • Knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
    • Knowledge of general enterprise management programs, system applications and/or social media awareness programs.
    • Knowledge of Company policies, procedures, guidelines, and practices.
      Skills

      • Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
      • Must have excellent listening and communication skills.
      • Must be able to take direction and perform task in an expedient manner.
      • Must have good customer service, and interpersonal skills.
        Abilities

        • Ability to write reports, business correspondence and procedure manuals.
        • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
        • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
        • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
          PHYSICAL DEMANDS

          • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
          • The employee must be willing to travel up to 65% of their scheduled work week.
          • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
          • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
          • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
            WORK ENVIRONMENT

            • The noise level in the work environment is usually moderate.
            • Normal office environment and/or Remote office accommodations.
            • Work hours as required to support company metrics and/or operational needs.
              MINIMUM QUALIFICATIONS High School Diploma or General Education Degree (GED)
              5 Years in account management and or 3 years in a project management role.
              CERTIFICATIONS, LICENSES, REGISTRATIONS
              May be required based on requirements of certain State and local regulations.




              ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.---

Keywords: ADT, Largo , Field Customer Success Manager, Executive , Largo, Florida

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