Senior Account Manager

WHAT YOU’LL DO:

As a Senior Account Manager at HiveWatch, you will play a crucial role in managing customer relationships post-sale, supporting the onboarding of our vGSOC and software solutions, driving customer adoption, and collaborating with customer stakeholders across multiple business units. It will also require building cross functional relationships with customer stakeholder in security, executive leadership, IT, infosec, security operators, and security officers / guards.  This position requires a blend of industry expertise in physical security operations, customer success skills, and experience working with internal teams like Product, Engineering, and Implementation.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for customers after the initial sale
• Build and maintain strong relationships with stakeholders at various levels within customer organizations
• Map out stakeholders and create visibility on customer's implementation and adoption activities
• Create urgency for HiveWatch-related tasks, including deal forecasting and stakeholder selling
• Ensure mutual understanding of status, expectations, and timelines for implementation and adoption

Implementation and Adoption

• Collaborate closely with the Implementation team to guide customers through software solution deployment
• Provide initial training for users (Program Managers, Operators, and Officers)
• Proactively identify and address blockers to adoption
• Work with customers to interpret and leverage HiveWatch data to optimize their programs/processes 
• Collect product feedback and feature requests for the Product Team

Post-Implementation Support

• Focus on customer satisfaction,issue resolution, and ultimately account growth
• Ensure successful fit and growth of the product for each customer

Expansion and Renewal

• Identify opportunities for growing our value with customers
• Understand customer's internal priorities to enable a valuable product experience
• Facilitate planning to position HiveWatch for renewal
• Collaborate with Product team to recommend how we can continually align with customer priorities and security program optimization

Reporting and Communication

• Provide regular reports and updates to clients
• Ensure seamless communication between all parties on project timelines and actions

QUALIFICATIONS

Required

• 3+ years of enterprise account management experience
• Excellent communication and interpersonal skills
• Demonstrated ability to build trust and manage customer relationships effectively
• Strong project management skills

Preferred

• 2+ years of experience in the security industry
• Experience managing a corporate physical security program
• Familiarity with physical security systems (CCTV, access control, intrusion detection, alarm systems)
• Understanding of security best practices, risk management, and relevant compliance standards
• Experience in facility security design and assessment
• Knowledge of physical security technologies and vendors (e.g., Honeywell, Genetec, Milestone, Axis)
• Experience in a client-facing consulting or advisory role
• Proficient in using Salesforce to manage and track customer interactions 

Key Competencies

• Customer-focused mindset
• Strong problem-solving and analytical skills
• Ability to work collaboratively with cross-functional teams
• Excellent time management and prioritization skills
• Adaptability and willingness to learn new technologies

ADDITIONAL INFO:

• Base salary range for this position is $120,000 - $150,000 USD per year
• Eligible for Sr. Account Manager Commission Plan
• Eligible to participate in HiveWatch Equity Incentive Plan
• This is a hybrid in office position located at HiveWatch HQ in El Segundo, CA

*Final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience and expertise, location, and other business considerations.