What are the responsibilities and job description for the Customer Success Manager position at CPI Security?
Company Summary
Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.
Position Summary
As the Customer Success Manage r at CPI, you will be responsible for ensuring the successful onboarding of new customers and additions for existing customers. Your role will be pivotal in curating an excellent new customer experience while ensuring accuracy and compliance in account setup. You will work closely with cross-functional departments to ensure a seamless new customer journey. This is an on-site position with the expectation of working in our HQ in Charlotte, NC.
The Perks
Competitive pay and the opportunity to work for an iconic brand
Great medical, dental, vision, short- & long-term disability and life insurance options
Company paid holidays, floating holiday, and paid time off (PTO)
401(k) plan with competitive company match
Eligible for free monitored security system after 90 days
Education assistance - we encourage and support our employees who want to improve their skills and further their education
Engaging and fun company culture that's made up of a diverse group of people
Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.
An on-site caf, coffee / smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
Birthday and Work Anniversary Rewards
Essential Functions
Represent and champion the voice of the customer to ensure a highly engaged customer focus mindset / approach is delivered and executed in every interaction
Identify opportunities to reduce friction in customer and employee interactions and develop solutions including actions to streamline processes and create memorable experiences that drive sales and customer retention
Manage a high performing team that is responsible for enabling a high-quality sales process and successfully onboarding new CPI customers and enforcing underwriting rules and policies
Establish clear and measurable goals for the employees and department, inspiring and motivating employees to achieve
Manage department employees, including hiring, performance evaluations, vacation scheduling / approval, etc.
Lead, develop, and manage a team to provide exceptional service to both internal and external CPI customers
Work closely with Sales, Operations, Customer Support, and Finance teams to address areas for improvement and make necessary adjustments to enhance sales success and improve the customer onboarding journey
Gather feedback from customers and employees during and after the onboarding process to identify areas for improvement and implement accordingly
Provide guidance to a team of underwriters, setting clear expectations and ensuring optimal performance and productivity
Maintain and enforce underwriting guidelines, policies, and procedures to ensure consistency and compliance
Create training materials and conduct ongoing training for underwriters and onboarding specialists
Identify training opportunities for sales and operations teams in the onboarding process and proactively communicate with the leadership team to address
Ensure underwriting and approvals are reviewed in a timely manner with consistency and compliance
Foster strong communication channels between sales teams and other departments to ensure alignment and shared goals
Collect input from sales teams and stakeholders to make data-driven improvements to enablement programs and resources
Facilitate necessary tasks to ensure an optimized scheduling backlog with field operations and ensure customer cancellations and reschedules are handled effectively
Knowledge, Skills and Abilities Required
Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals
Must be able and willing to listen, work as a functional member of a team, and take direction as needed to meet goals and complete work
A customer-centric mindset and a genuine passion for delivering exceptional service
Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively
Must be self-motivated and able to take initiative
Must possess strong customer service and phone skills
Must have schedule flexibility and go the extra mile to take care of the company, customer, and employee
Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
Strong problem-solving and troubleshooting skills, with the ability to quickly understand and address customer challenges
Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities
Other Experience Required
Bachelor's Degree or equivalent experience, preferred
Minimum 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success.
At least two years previous supervisory experience; sales or support supervisory experience, preferred
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