Scaled Customer Success Manager

PointCentral provides Smart Home solutions that enable vacation rental and residential property managers to remotely control energy and access to their properties, resulting in reduced expenses, the elimination of archaic keys, and visibility into valuable property information – all from a system that is easy to implement.  Staying one step ahead is the name of our game, and we’ve got the innovative solutions to prove it.  Our blend of software and hardware solutions streamlines the process for managing multiple properties while allowing visibility to make data driven decisions. As a subsidiary of Alarm.com, we have the feel of an exciting startup where your contributions will make a noticeable impact, while we also get to enjoy the benefits of being affiliated with a large longstanding public company. 

Who you are:

The Scaled Customer Success Manager acts as the customer’s trusted advisor and advocate, at scale. You will work with a large portfolio of customers to proactively drive adoption, deliver value, as well as act as the voice of your customers internally at PointCentral. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies grow and expand their portfolio with our solutions. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in-depth and educating customers on how it can benefit them. The key to success in this role is to build and grow ongoing healthy relationships with the customers to preserve our current business and grow our customers into life-long partners.

Main responsibilities include:

• Innovating when it comes to managing a large portfolio of accounts at scale. This will include but is not limited to developing methods for maintaining accurate contact records, monitoring business news related to accounts (i.e. acquisitions, fundings, bankruptcies, etc.), participating in the successful deployment of Customer Success, detecting themes in the business and escalating as needed, developing scalable approaches to key customer contacts check-ins regarding value and status of the relationship and maintaining an accurate assessment of customer health in SFDC.
• Owning client retention and expansion initiatives within your assigned portfolio.
• Serving as a point of contact to manage customer complaints shared either directly by clients, sales, or internally by another team. You will reach out to provide assistance and help solve any concerns or problems.
• Strategically introducing, educating, and demonstrating the value of new features to our clients.
• Educating and training customers on key information and processes to set them up for success.
• Maintaining a deep understanding of the product and making recommendations on how customers can use it to accelerate their own business objectives.
• Leveraging high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
• Reviewing account data and activity to assess customer health. and be responsible for identifying when 1:1 intervention might be needed
• Analyzing customer data to create and execute engagement strategies within your customer portfolio.
• Proactively identifying and flagging churn risk and working proactively to mitigate it.
• Functioning as the voice of the customer, identifying customer trends, and providing internal feedback on how PointCentral can better serve our customers.
• Aiding in the development, testing, and iteration of scaled playbooks and engagement strategies.  This will include but is not limited to training webinars, email campaigns, and other tech-touch strategies.

Why Work for PointCentral?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the PointCentral team!
• Gain well rounded experience: PointCentral offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Work with the latest technologies: You’ll gain exposure to a broad spectrum of IoT, SaaS and M2M technologies including wireless communication, video monitoring, smart home automation, web development, and backend application development and hosting.
• Focus on fun: PointCentral places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.

Company Benefits

PointCentral 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.

For more information, please visit www.alarm.com.

Alarm.com 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.

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