Customer Success Specialist

Customer Success Specialist 

OPPORTUNITY OVERVIEW  

OpenEye, a rapidly growing, entrepreneurial technology company, is looking for a hands-on, enthusiastic, and passionate Customer Success Specialist. As a critical part of a growing company, you should be ready to be on the frontline at the start and then transition to building an Enterprise Customer Success team over time. You will be measured on revenue growth, customer satisfaction, and retention for our most important and largest accounts. You will be responsible in managing the programs to engage, retain, and grow our Enterprise customers to fully utilize OpenEye’s solutions. You will work to strategically identify ways to measure and improve customer adoption, training, cross-selling & upselling, and retention. Ultimately, you will ensure that our customers feel the love for our company and products. The ideal candidate will come from a security background and will be detail oriented as well as able to clearly communicate findings to internal and external stakeholders. 

RESPONSIBILITIES 

• Drive customer adoption – you will develop a deep understanding of our clients (their industries, business goals, pain points, personalities) and conduct proactive outreach / check-ins to provide business analytics, suggest best practices, and promote untapped usage within OpenEye’s solutions 
• Own enterprise customer retention – you will maintain a live pulse on all enterprise client health statuses, and ensure OpenEye’s revenue is retained and then grows at each customer 
• Optimize processes – you will bring best-in-class expertise in originating, planning, and executing on Customer Success initiatives. 
• Build customer advocates – using your superior relationship management skills, you will develop strategic client partnerships and build a loyal client base that actively advocates for OpenEye. This will involve building a Customer Advisory Board. 
• Act as a conduit for issues affecting enterprise customers and ensure effective short-term and long-term problem resolution, drawing on the support, product, and engineering teams. 
• Provides feedback to the company regarding service failures or customer concerns. 
• Work successfully with cross-functional teams (Marketing, Sales, Product) around customer success initiatives 
• Act as the voice of the customer by collecting popular feature requests and creating business reasons to prioritize requests on the product roadmap 

WHAT YOU’LL BRING TO OPENEYE 

• A track record of 5+ years of Customer Success achievements 
• Bachelor’s Degree - technology or business degrees preferred 
• Relevant experience in physical or cyber security 
• Strong business acumen with a proven record of providing top-class customer service 
• Exceptional ability to develop and maintain relationships with wide range of personalities 
• Strong organizational and project management skills 
• Technical aptitude – quick to develop a deep understanding of new software 
• A history of going above and beyond as a team player with an entrepreneurial spirit to provide world class experiences to our customers 
• Keen desire to become knowledgeable about the cloud and machine learning and its applications in video for the enterprise 
• Ability to influence both technical and executive audiences with savvy presentation and demonstration skills, fluidly translating complex technology concepts 
• Very detail-oriented with great follow-up and project management skills 
• Curiosity to learn and assimilate technical information quickly, enthusiasm to share and teach others 
• Work closely with product management and engineering to efficiently translate customer feedback into the solution

The Perks!

• The pay range for this opportunity is $70,000 - $90,000 annually  In addition, this position is eligible for on target commission between $10,000 - $20,000 annually
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members.
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• (Verbiage for hourly positions only) Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous
• (Verbiage for salary positions only) 7 Paid Sick/Wellness days per year
• 9 Paid Holidays per year
• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees
• Employee Equipment Program – Free Alarm.com system for your home!

COMPANY BENEFITS 

OpenEye offers competitive pay and benefits including a wide choice of healthcare options with generous company subsidy, a health savings account option with company contribution, 401(k) with employer match, paid holidays and paid time off increasing with tenure, paid maternity and paternity leave, company paid STD/LTD and life insurance, flexible spending accounts, and a casual dress work environment.        

OpenEye is an Equal Opportunity Employer 

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision. 

Notice To Third Party Agencies: 

Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected]. 

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