Client Success Executive

1 month ago

Richmond, Canada Vancouver Fire & Radius Security Full time

_**The VALUE this role brings to the team**:_

This is a key role in the organization that will support Radius Security’s customers through the means of solutions-based account support. This role will directly impact the quality of installation and customer experience, and positively impact the productivity of our Sales & Operations team.

The primary function of this position is to assist in the growth of Radius’ National Accounts recurring business by supporting key account/multi-site customers. If you are passionate about building strong relationships, providing top-in class service, and are seeking an opportunity that will add significant value to a team, _this could be your dream role_.
- **KEY Accountabilities**:_

**Sales Activities**
- Oversee multi-site accounts and help grow the ‘share of wallet’ - analyzing the customer sites and educating our customers on potential needed upgrades to maximize their security
- Evaluating customer sites to ensure they have ‘evergreen’ solutions, and selling recommendations to upgrade as needed
- Provides product presentations demonstrations, presentations, and site reviews
- Review Master Sales Agreements and Service Level Agreements for accuracy and identify any concerns to the Sales Manager
- **Customer Experience & Resolutions**_
- Support solutions for escalated customer issues
- Work closely with the Command Center Analyst, Police Liaisons, and other operations team members to identify proactive solutions to problematic customer sites
- Conducts ‘apprehension’, ‘vulnerability reviews’ & ‘missed event’ reviews with the customer and with internal support team
- Participate in customer meetings to discuss technology trends and future trends and roadmaps
- Participate in lunch & learns and regularly attend customer site visits
- **Operations Support**_
- Provides technical design for prospects and our field organization ensuring proper understanding by the field regarding systems intent.
- Review all specifications and ensure project designs and estimates are compliant with desired objectives in mind.
- Site review meetings with the operations team, R&D, and command center team
- Excels in the loss prevention environment, crime prevention, and target-hardening methodology
- Reviews new opportunities and designs with the operations team
- Reviews and prepares specifications and develops documentation
- Creates and updates documentation, templates, agreements
- Support our Command Centre with IMMIX documentation improvement
- **Other Responsibilities**_
- Be a champion of our Company DNA and inspiring the team to follow in suit
- Participate & present in monthly team meetings, weekly huddles, & department meetings
- **Note**:_this list is not exhaustive, and other responsibilities may be requested as needed.
- **Expectation**:_This is a permanent, full-time job (40 hours/week). Site visits and some travel may be required (mínimal).
- **Experience**:_
- 3 + years in technical sales
- 1 + years in security, construction, life safety, or related industry
- Generating project cost estimates, quotes, and bids by generating RFI’s and reviewing project specs
- **Education & Certifications**:_
- Degree/Diploma in Mechanical, Electronics, IT, or Computer Sciences, _would be an asset_
- CCTV, Networks, Telecom, or related technical training, certificate, or experience, _would be an asset_
- Crime Prevention through Environmental Design (CPTED) certified, or a keen interest to become certified
- A valid drivers license and excellent driving record
- Must be able to receive and maintain a valid security license
- **Skills/Strengths**:_
- Exceptional communication skills, both verbal and written (includes confidence communicating over the phone, in person, and presenting in front of a group)
- Ability to generate high recurring sales and upsells recurring business
- General understanding of networks and technology
- Mechanical aptitude is required to comprehend installation and design
- Understanding of estimating cabling and conduit runs and a history of consistent estimate accuracy
- Self-motivated and able to work independently taking initiative in identifying and resolving problems
- Ability to develop solutions for designing and building integrated solutions
- Ability to provide value engineering alternatives to the specified scope and design
- High level of proficiency in access control, intrusion detection, fire alarm, and CCTV products and concepts
- Familiarity with reading blueprints, understanding current building standards and local/national codes
- Knowledge of large projects, AC power requirements, database connectivity, and basic LAN concepts
- Proficient reader on latest sales support techniques and the latest industry trends
- Positive individual who can rally the troops and cares about building strong relationships throughout the business
- A Driver who ‘gets things done’ and will jump in where needed to support the team
- Tech-s

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