Customer Success Manager-Multifamily - ADT

SUMMARY Develop and secure long-term relationships with Multifamily Account holders. Ensure that new customers are properly on boarded. Ensure routine account audits and updates are performed; develop presentations for potential customers outlining the operation of applicable equipment and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

The National Account Customer Support Manager may be expected to perform some, or all of the duties listed as well as other duties as assigned.

• Establish good working relationships with the Multifamily Account Point of Contact.
• Ensure that proactive client care calls to the Multifamily Account holders are being performed daily.
• Promote the full product line and services offered by ADT.
• Provide oral and written presentations to potential customers explaining the operation of their equipment and applicable services.
• Focus on daily workflow for the Customer Support team, including call volume, account loads, etc.
• Standardize processes and procedures related to proactively managing Multifamily Accounts.
• Weekly one on one meeting with Supervisory staff.
• Review and approve corrective action plans before sending to HR.
• Assignment of projects.
• Ensure that the customer account is properly set up in MasterMind to facilitate accurate account handling, including billing, proactive support, etc.
• Handle any customer calls or communication requiring escalation beyond the supervisor level and ensure management is aware of any potential issues.
• Accountable for compiling data and preparing daily, weekly, and monthly reports to keep senior management apprised of National Account Customer Support activity status.
• Ensure that pending service calls are being evaluated daily and being moved to a “Final QC” status for billing.
• Obtain accurate central station information required for the monitoring and service of the account.
• Perform routine account audits and updates.
• Make credit adjustments to accounts when necessary.
• Work with the branches and Monitoring department to research and resolve customer issues.
• Perform all other duties and projects as assigned.
• Position may require mandatory overtime.
• Requires travel once a month for a week.

SUPERVISORY RESPONSIBILITIES

• Carries out supervisory responsibilities by the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

KNOWLEDGE, SKILLS AND ABILITIES Knowledge

• Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems.

Skills

• Computer skills with expertise in word processing, preferably Microsoft Office and database applications, and advanced presentation skills with proficiency in PowerPoint.
• Must have good customer service skills and be able to apply tact, diplomacy, reason, and logic.
• Must have strong communication skills, including written, to assist internal and external customers.
• Requires skills in business math, interpersonal relations, judgment, and listening.

Abilities

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists.
• Ability to interpret various 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 frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Must be able to carry a laptop computer and other necessary demonstration equipment when visiting customers.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, 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.
• Must be able to travel as needed to visit team members, customers, ADT branches and authorized subcontractors.