What are the responsibilities and job description for the Customer Service Manager position at PSA Security?
JOB SUMMARY
The Customer Success Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers, but also in ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.
PSA’s mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.
Essential Duties and Responsibilities
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.
Pay $70,000 - $85,000 Annually
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Information
This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.
The PSA Network elevates the industries we serve by providing owners and members exceptional education, networking, services, and connections with technology partners. Be the rising tide!
The Customer Success Manager is an integral part of our support team and is instrumental in not only maintaining strong relationships with our customers, but also in ensuring seamless customer service and operational processes. As the manager, you play a critical role in shaping the strategic direction of customer engagement, driving customer satisfaction, retention and growth while leading a high-performing team dedicated to excellence. Because we strive to be the single most valued relationship with our customers, you will be highly appreciated and respected, as your work is imperative to our ongoing growth. You are extremely detail-oriented, people-focused, solution-minded, have excellent verbal and written communication skills with critical thinking abilities.
PSA is the world’s largest systems integrator cooperative made up of the most progressive security and audio-visual systems integrators in North America. Combined, PSA members boast over 400 branch locations, employ over 7,500 industry professionals and are responsible for over $4.5 billion annually in security, fire, life safety and pro-audio-visual installations.
PSA’s mission is to empower its owners to become the most successful systems integrators in the markets they serve. PSA brings this mission to life by partnering with industry-leading product and solution providers, delivering unparalleled education and training programs while offering a variety of distinctive services that can enhance any company’s operations.
Essential Duties and Responsibilities
- Provides daily direction & communication, empowering customer success team to respond timely to customers’ needs and meet SLAs.
- Lead and inspire the customer success team, fostering a culture of excellence, accountability, and continuous improvement.
- Oversee the customer success department ensuring:
- All aspects of customer relationships
- Exceptional service standards across all touchpoints are consistently executed
- Reinforcement of best practices and SOPs in customer engagement to drive loyalty, retention and advocacy
- Brand Ambassador of our SAFE (Speed, Accuracy, Follow-through, Every time) approach to exceptional service
- Upholds the company’s brand and core values in a professional manner.
- Recruit, train, and mentor customer success team members, setting clear performance standards and fostering professional growth.
- Promote a collaborative environment that encourages innovation and use of best practices.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service efficiency, and team performance.
- Actively seek customer feedback regarding the order process and customer service experience.
- Analyze customer interactions & transactions, identifying areas of improvement in the customer journey
- Become knowledgeable of the technology partners that PSA represents.
- Other duties as assigned. Employees are required to follow all job-related directives and perform other tasks as requested by their supervisor.
- Bachelor’s degree in a related field.
- Minimum of 5 years of experience in customer success, service, or a related field, with at least 3 years in a leadership role.
- Experience in security or insurance industries is a bonus (but not required).
- Proven track record of leading and scaling customer success teams to achieve measurable outcomes.
- Exceptional communication and interpersonal skills, capable of engaging and influencing at all levels of the organization.
- Experience in the electronic security industry is highly desirable.
- Familiarity with NetSuite ERP is highly desirable.
- Leadership experience in a high-growth or scaling environment.
- Excellent at managing expectations and risks.
- Living PSA’s core values:
- Passion – We are passionate about our work and have fun doing it!
- Integrity – We are honest and trustworthy
- Boldness – We are forward thinking and innovative
- Service – We live and breathe exceptional customer service
- Ability to flex style to effectively partner/communicate in a professional manner with team members at all levels of the organization
- Ability to perform under deadlines, prioritize, organize and plan workload effectively
- Team Player and Influencer
- Positive attitude and drive to reach the common goal
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours based on department needs.
Pay $70,000 - $85,000 Annually
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Information
This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description.
The PSA Network elevates the industries we serve by providing owners and members exceptional education, networking, services, and connections with technology partners. Be the rising tide!
Salary : $70,000 - $85,000