At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.
Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.
A Day in the Life:
- Oversee the day-to-day operations and performance of the customer success team.
- Organize, host, and manage all customer events and programs, including cultivating and expanding customer User Groups and customer pilot programs.
- Direct the strategy for all customer communications, ensuring a consistent approach to engagement, education, and incident response.
- Manage and nurture existing customers through strategic initiatives like customer education and training, engagement calls, and surveys to mitigate customer attrition.
- Act as a customer advocate, ensuring all customer feedback is accurately documented and appropriately conveyed to internal Alertus stakeholders.
- Develop strong relationships with internal and external stakeholders to drive product adoption, and spearhead cross-departmental initiatives to ensure promises to customers are delivered.
- Monitor and identify product adoption and utilization trends, provide recommendations based on user experience, and initiate customer conversations centered around product upgrades and new releases.
Required Skills and Abilities:
- Proficiency in understanding customers’ needs and manage client expectations
- Ability to problem solve and facilitate resolution of client issues
- Salesforce or other CRM platform experience.
- Strong analytical acumen to detect patterns, interpret data, and identify areas of improvement
- Skill in communicating difficult/sensitive information tactfully
- Excellent interpersonal skills with the capability to effectively collaborate with internal and external stakeholders
- Exceptional time management skills and the ability to meet deadlines
- Ability to manage multiple projects simultaneously
- Organized and reliable: able to work independently with little direction when necessary
- Ability to operate in fast paced environment
- Ability to manage multiple projects simultaneously
- Willingness to travel 25% of the time
Education and Experience:
- Bachelor’s degree or equivalent experience
- 7+ years of management experience in Customer Success, Client Services, Customer Experience, and roles or similar customer-facing role
Alertus Career Advantages:
- Unlimited Paid Time Off
- Paid Holidays
- 401(k) Retirement Plan
- Medical, Dental, and Vision Plans
- Short-term Disability, Accident, Hospital, and Cancer Insurance
- Live Near Your Work HomeBuying Incentive
- Employee Referral Bonuses
- Flex Scheduling
Skills Required
- 7+ years of management experience in Customer Success or similar customer-facing role
- Bachelor's degree or equivalent experience
- Proficiency in understanding customers' needs and manage client expectations
- Salesforce or other CRM platform experience
- Strong analytical acumen to detect patterns, interpret data
What We Do
Alertus - Redefining Mass Notification for 20+ Years Our Mission is to enable organizations to disseminate information to help protect lives, secure assets, and maintain business continuity. OUR MISSION IS PERSONAL. We are committed to providing customizable, scalable, and cost-effective mass notification solutions because we know even a few seconds of warning can help save lives during an emergency. In 2001, an F3 tornado ripped through the University of Maryland campus. There was no warning, and two students — sisters — were killed. The tornado caused dozens of injuries and millions of dollars in damages. An idea was born to engineer a mass notification solution that can be implemented anywhere and activated quickly to help prevent another tragedy. Alertus was founded in 2002 and has focused its efforts on developing superior lifesaving notification solutions ever since. Alertus' dedicated teams of safety, security, and technology leaders are committed to continuously raising the bar for mass notification. Our technology is state of the art, with interoperable software solutions that help tie legacy systems into our next-generation audible and visual notification hardware. It's not enough for us for our customers to have our products. As their trusted partner in mass notification, we want to ensure customers are at peak readiness with the training and support they need to get critical notifications out at a push of a button. We offer pre-sales professional services, ongoing customer training, and 24/7 customer support.
