Client Success Manager

Key Responsibilities:

Customer Support & Communication

• Collaborate directly with assigned client teams and third-party technology vendors to:
• Gather detailed integration requirements and document specifications.
• Understand client systems, workflows, and operational environments related to integrations.
• Translate client business needs into clear and actionable technical requirements for internal teams.
• Facilitate communication between clients, vendors, and internal stakeholders to:
• Provide status updates, manage expectations, and escalate issues as necessary.
• Assist clients in navigating integration onboarding and issue resolution processes.
• Maintain and enhance existing integrations, ensuring continued performance and alignment with client needs.
• Contribute to process improvements related to integration lifecycle management.
• Respond to service inquiries from owners via phone, email, and ticketing systems with professionalism and urgency.
• Manage inbound and outbound communications to ensure clients are updated throughout the service process.
• Maintain a customer-first mindset, ensuring all interactions are handled with empathy and ownership.

• Troubleshoot basic issues related to ISP connectivity, VoIP services, CCTV systems, and Access Control devices.
• Gather detailed information to escalate technical issues to the appropriate internal teams when needed.
• Coordinate service appointments, technician dispatches, and follow-ups until resolution.
• Document all reported issues, resolutions, and customer notes with accuracy and clarity.

• Assist in onboarding new owners to our services, including explaining features, setup requirements, and expectations.
• Work cross-functionally with technical teams, field technicians, and management to ensure timely service delivery.
• Monitor service queues and ensure service-level agreements (SLAs) are met.

• Identify patterns in customer concerns and communicate opportunities for improvements to management.
• Contribute to process enhancements that improve service efficiency and client satisfaction.
• Maintain up-to-date knowledge of all company services, equipment, and system updates.

• Experience in previous sales support role.
• Resilient and proactive communication and coordination with our clients.
• Clear and precise interpersonal skills, including the ability to build positive relationships, collaborate effectively with diverse teams, and communicate clearly with stakeholders.
• Strong customer service skills with the ability to communicate clearly and professionally.
• Basic technical understanding of Internet services, VoIP systems, CCTV camera setups, or access control equipment (training provided).
• Ability to multitask, prioritize, and remain calm in fast-paced environments.
• High attention to detail and strong problem-solving skills.

• Previous experience in telecom, IT, property technology, or security systems. (training provided)
• Familiarity with general 3rd party software and the ability to learn it quickly.

Full-time, On-site, No remote available.

$80,000 to $95,000 annually DOE.

40 to 45 hours per week.

• Health insurance
• Vision insurance
• Paid Time Off
• 2+ years

Lutz, FL 33548:
Reliably commute or planning to relocate before starting work (Required)