Vector Security Networks is hiring for Sr. Account Management Representative in San Diego, CA (On Site). The responsibilities include working as a client advocate and coordinate with internal departments to ensure that client needs are understood and satisfied. May assist with making sales, is expected to handle client complaints/escalations, collects and analyzes data, and improves the overall customer experience to ultimately retain and grow assigned account(s).

Main Responsibilities:

Customer Relationship/Account Retention

• Primary point of contact for corporate level client contacts, communicating with clients to understand their needs, pain points and desired outcomes (so that this may be conveyed to internal teams for greater success) and explain VSN services, solutions and product value.
• Building relationships with clients based on trust, respect, knowledge and ability to deliver at or above expectations.
• Acting as a client advocate with a focus on improving overall customer experience driving account retention and growth.
• Resolving complaints/escalations and preventing additional issues by improving processes.
• Attend tradeshows, plan out the route for customers, vendor list and opportunities and provide recommendations, stay up to date with market solutions.
• Travel required as needed for key meetings, site visits, site walks (for projects)

Account Management:

• Collaborating with ALL internal departments (for all client subscribed services) to facilitate client need fulfillment, strategies for improvement to elevate overall customer experience and retention.
• Collecting and analyzing data to identify trends, build business cases for sales solutions (upgrades, migration to better product, need for additional technologies)
• Preparation and delivery of Quarterly (and Yearly) Business Reviews (QBR/YBR). Pull information from D365 or other departments to compile reports and provide to customers and the VSN leadership.
• Maintaining updated knowledge of company products and services as well as ability to recognize and recommend to client as solutions for their needs.
• Maintaining updated knowledge of client business workflow, expectations, needs to be able to assess the service, install, billing/AR situations/requests to make judgement calls on behalf of customers and provide solutions or recommended SOP adjustments.
• Often assist with making sales, doing legwork and research, setting up and supporting pilot programs, to include reporting and analysis of success.
• Expected to handle pre-sales & sales workflow in internal systems (entering Opportunity/Survey/Quote requests and associated Tasks, SOW, pertinent date entry/updates in D365).
• Gather and clarify scope of work for existing business/ad hoc projects/rollouts/conversions and coordinate with internal teams and customers, to include drawing/markup review, assessing appropriate coverage of devices and assist internal teams in obtaining needed customer documents/drawings.
• Keeping accurate records and account notes in internal systems, for all assigned accounts (includes gathering key data such as EDS, customer expectations, etc.).
• Identifying industry trends to better anticipate client needs.

Company Overview:

Why join us?

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideals, we’d love to hear from you!

Benefits:

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:

• Medical, dental, and vision coverage
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan
• Paid time off for vacation, sick days and floating holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.

Experience

• Min 3- 5 years of experience in customer account management.Build customer relationships, account management, maintaining multiple customer accounts. Must have an understanding of how to conduct business at an elevated level. Professional hard and soft skills necessary to efficiently and effectively manage, develop, and motivate all members of account teams.

Education

• High School or better

Skills

• Problem Solving
• Communication

• Microsoft Office

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)