Company Description

When minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain business continuity. Alertus is experiencing unprecedented growth in all markets, and we’re looking for like-minded individuals who take pride in offering well-developed and invaluable life safety products to an engaged customer base.

Job Description

We are looking for an engaging, customer-focused rockstar to play a critical role in supporting the growth of Alertus’ SaaS business unit. The Customer Experience Manager will be responsible for increasing customer engagement and extending our customers’ utilization of our unified mass notification system leading to increased customer retention.

Our ideal candidate has a passion for customer engagement and will stop at nothing to understand and address the needs of our customer base.

A Day in the Life:

Proactively engage with customers to ensure their successful use and business impact of the Alertus Solution within their organization. This will include both ad-hoc engagements as defined by the customer as well as a fully formalized Customer Success program with scheduled quarterly reviews, assessments, and more.
Educate clients on new features, assist with extending their utilization, obtain customer feedback regarding new features/capabilities and overall satisfaction through customer surveys, interviews, and focus groups.
Serve as customer advocate and liaison between internal teams to ensure customer needs are being met; coordinate with implementation, sales, marketing, finance, and product development teams.
Act as a liaison between our customers and our internal technical teams to capture and deliver product requests for desired features.
Expand revenue from the existing customer base by strategically providing a fantastic experience and upselling/cross-selling by being inquisitive, understanding the customers’ needs, and applying a partner-based approach to sales.

Required Skills:

Salesforce or other CRM platform experience preferred
Excellent interpersonal skills with the ability to effectively collaborate with internal and external stakeholders
Customer-first mindset
Ability to effectively communicate difficult/sensitive information tactfully
Ability to understand customers’ needs and manage client expectations
Exceptional soft skills

Education and Experience:

BA/BS or equivalent experience
2+ years of experience in a customer success or related role

Alertus Career Advantages:

Competitive Salary
Business Casual Environment
Generous Vacation Plan
Part of a Fast-Paced and Growing Company Setting
Rewarding Experience Improving the Lives and Safety of Others
Regular Company Social and Team-building Events
Circle of Excellence Rewards Trip

Alertus Technologies is subject to the Federal Contractor and Emergency Temporary Standard (ETS) requirements of the Federal Mandate for COVID-19 Vaccination. All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It’s our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

All your information will be kept confidential according to EEO guidelines.

EEO/AA Employer M/F/D/V

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP