Client Success Manager

Job Description

Position Summary

The Client Success Specialist serves as the primary point of contact for property owners and stakeholders who rely on our ISP, VoIP, CCTV, and Access Control services. This role ensures high-quality customer experience by providing responsive support, clear communication, and efficient issue resolution. The ideal candidate is technically inclined, detail-oriented, and passionate about delivering exceptional service.

Key Responsibilities:

Client 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.

Technical Assistance & Issue Resolution

• 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.

Service Coordination

• 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.

Client Experience & Quality Assurance

• Identify patterns in client 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.

Qualifications:

Required

• Experience in previous sales support role.
• Project management support role experience.
• 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.

Preferred

• 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.

Job Type: Full-time, On-site, No hybrid or remote available.

Pay: $75,000 to $85,000 annually DOE.

Expected hours: 40 to 45 hours per week.

Benefits:

• Dental insurance
• Health insurance
• Vision insurance
• Paid Time Off

Experience level:

• 2 years

Ability to commute/relocate:

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