Customer Success Representative

Customer Success Representative

Pompano Beach, FL | Posted:

Founded in 2006, IC Realtime is a leader in the digital surveillance and AV industry, serving Residential, Commercial, Government, and Military security markets. For over 20 years, we've provided cutting‑edge, reliable surveillance cameras and video recorders trusted worldwide.

We believe that our collaborative environment and core values are key to our success. Our values drive our daily actions:

• Integrity – Honesty and transparency in all that we do.
• Courage – Standing up for what is right, even in the face of challenges.
• Accountability – Owning our actions and making things right.
• Respect – Valuing the rights, traditions, and feelings of others.
• Excellence – Exceeding expectations and setting high standards.

At IC Realtime, we offer competitive benefits, resources, and professional development to support your growth. Our perks include:

• Comprehensive Medical, Dental, and Vision plans
• 401(k) with a 3% safe harbor match (after eligibility period is met)
• Unlimited Time Off policy for work‑life balance
• Free snacks and beverages on‑site
• Growth and advancement opportunities
• A commitment to diversity so everyone can thrive

At IC Realtime, the customer success team plays a crucial role in overall customer satisfaction, ease of use, likelihood of repeat purchases, and more. The Customer Success Representative will support the customer journey through relationship building with outbound calling and regular touchpoints, while providing support for service and returns. This role acts as a bridge between service and sales and collects valuable feedback from B2B clients.

• Provide direct assistance for customer support, service issues, and product inquiries – helping us close the loop internally and connecting the customer to a successful outcome with the proper resources.
• Serve as a primary contact for onboarding new customers, provide training and resources, and touchpoints to maximize the adoption of our products and services.
• Understand customer outcomes by communicating with customers, analyzing customer health metrics, and coordinating with colleagues to respond to NPS scores with a goal of maximizing customer experience, success, and retention.
• Maintain a working knowledge of the company’s policies and verify product warranties as needed.
• Create RMAs for Credit, Repair, Replacement, and Evaluation and process other inbound service inquiries.
• Collaborate closely with team members to support continued orders and opportunities for key accounts.
• Represent the voice of the customer to provide input into every core product, marketing, and sales process.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Actively work internally and externally to improve average customer lifetime value as well as reduce transaction churn rates.
• Other duties as assigned by management.

• 2+ years customer success or account management experience in a SaaS or Transactional Technology company.
• Awareness of industry standard CX metrics and frameworks like NPS, CSAT, CES, CLV, etc.
• Proven track record of working in a customer facing role.
• Strong proficiency in product training and being able to articulate technology to users of different skill levels.
• Experience working with an ERP system or similar CRM platform useful but not essential.
• Have, or be willing to learn, technical skills in installing and controlling ICR software applications.

• Educated to degree level preferred, but not essential.
• Experience working with and managing stakeholders and customers.
• A high level of accuracy and attention to detail is required including the ability to calculate figures and amounts such as discounts, interest, pr orations, and percentages.
• Excellent communication and interpersonal skills.
• Flexible approach, able to operate effectively with uncertainty and change.
• Ability to manage multiple tasks and projects at one time and prioritize time management.
• Driven, self‑motivated, enthusiastic, and with a “can do” attitude.
• Excellent phone etiquette and ability to relay policies and other pertinent information with empathy and understanding.
• Experience with security or camera surveillance industry preferred, but not required.

Pay: $47,000.00 – $52,000.00 per year

• 401(k) with 3% safe harbor match
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location:

In person