Client Experience Manager

Job Description

Client-Focused. Field-Savvy. Results-Driven. We’re Hiring a CXM!!

Are you passionate about delivering top-tier service and building lasting client relationships? Join ECAMSECURE, an industry leader in cutting-edge security solutions, as our next Client Experience Manager (CXM)! In this dynamic role, you'll be at the heart of our operations—serving as the primary liaison between our valued clients and internal teams.

You'll lead the charge in ensuring seamless project execution, conducting field-based assessments, and driving strategic support across both sales and service functions. Your work will have a direct impact on client satisfaction, operational excellence, and company growth.

What’s In It For You

• Competitive Pay: $60,000 - $70,000 / year
• Work Site Location: Baltimore, MD
• Remote Work Opportunity: Requires ability to work from home, remotely from customer sites, and in-office as needed.
• Set Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m. This position may require long hours and weekend work.
• Comprehensive Benefits: Medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career Growth: Career growth opportunities at GardaWorld
• Travel: Customer site visits (construction sites), company meetings, and functions may require travel up to 15% of the time within assigned market.
  
  

Your Responsibilities As a Client Experience Manager

• Manage client communication via email, phone, and in-person meetings to ensure prompt responses and issue resolution
• Conduct face-to-face client interactions to identify needs, strengthen relationships, and drive long-term business growth
• Maintain accurate client profiles in our CRM, ensuring all information is up-to-date and easily accessible
• Oversee client onboarding, ensuring seamless access to live camera feeds, software training, and expectation setting
• Educate clients on site-related requirements, including power issues, camera obstructions, and site safety
• Perform physical and digital site audits to confirm equipment is operational, properly aimed, and aligned with project site design
• Maintain accuracy and updates of site maps to enhance monitoring center effectiveness
• Conduct regular site evaluations (in person or digitally) to provide proactive oversight
• Coordinate with Sales and Operations teams to organize removals, relocations, and modifications
• Submit, track, and follow up on service cases to ensure efficient issue resolution
• Work with the Video Review Team to gather details and compile information necessary for investigations
• Act as a liaison between clients and Operations, IT, and Setup Teams to facilitate issue resolution
• Partner with Account Executives and General Managers to improve customer satisfaction and client trust
• Assist the IT department in troubleshooting client-related software and access issues
  
  

Your Qualifications

• Authorized to work in the United States
• Able to pass an extensive screening process
• 1–2 years of experience in client success, account management, customer service, or a sales-related role
• Proven track record of customer follow-up and driving customer satisfaction
• Strong problem-solving skills with the ability to manage competing priorities
• Experience working in cross-functional teams with sales, operations, and technical departments
• Familiarity with the construction industry and working with site or purchasing personnel (highly preferred)
  
  

Ideal Skills & Attributes

• Strong communicator, comfortable with phone, email, and in-person client interactions
• Proven ability to build and maintain long-term client relationships
• Detail-oriented with experience managing CRM data and client records
• Confident leading onboarding and client training sessions
• Able to explain technical site needs and resolve basic equipment issues
• Skilled in conducting on-site and remote audits for accuracy and performance
• Proactive in identifying issues and ensuring seamless service delivery
• Comfortable coordinating with cross-functional teams (Sales, Ops, IT)
• Efficient in tracking service cases from start to resolution
• Tech-savvy with the ability to assist with software and system access issues
• Team player with a strong focus on customer satisfaction
  
  

If you're a proactive problem-solver with a knack for building trust and driving results, this is your chance to be the voice of the client at ECAMSECURE—and help us continue redefining what exceptional service looks like in the security industry.

ECAMSECURE: Safeguarding Sites with Innovation

ECAMSECURE, a GardaWorld company, is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAMSECURE protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind—24/7.

It is the policy of ECAMSECURE to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAMSECURE complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAMSECURE not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.

Qualifications

Education