Customer Success Representative

Founded in 2006, IC Realtime is a leader in the digital surveillance and AV industry, serving Residential, Commercial, Government, and Military security markets. For over 20 years, we've provided cutting-edge, reliable surveillance cameras and video recorders trusted worldwide.

Our People and Values

We believe that our collaborative environment and core values are key to our success. Our values drive our daily actions:

• Integrity– Honesty and transparency in all that we do.
• Courage– Standing up for what is right, even in the face of challenges.
• Accountability– Owning our actions and making things right.
• Respect– Valuing the rights, traditions, and feelings of others.
• Excellence– Exceeding expectations and setting high standards.

Why Work for Us?

At IC Realtime, we offer competitive benefits, resources and professional development to support your growth. Our perks include:

• ComprehensiveMedical, Dental, and Visionplans
• 401(k)with a 3% safe harbor match (after eligibility period is met)
• Unlimited Time Offpolicy for work-life balance
• Free snacks and beverageson-site
• Growth and advancement opportunities
• A commitment todiversityso everyone can thrive

At IC Realtime, the customer success team plays a crucial role in overall customer satisfaction, ease of use, likelihood of repeat purchases, and more. The Customer Success Representative will support the customer journey by relationship building with outbound calling and regular touchpoints as well as providing support for service and returns. This role is uniquely positioned to be a bridge between service and sales while also collecting valuable feedback from B2B clients.

The CSR will be involved in aspects of support, account management, educating customers, and more. They are the best friend of our customers and our internal teams, as they remove friction on customer interactions, and help guide customers and increase satisfaction. All team members look to customer success for input across all key decisions.

• Provide direct assistance for customer support, service issues, and product inquiries (helping us close the loop internally and connecting the customer to a successful outcome with the proper resources)
• Serve as a primary contact for the onboarding of new customers, provide training and resources, as well as touchpoints to maximize the adoption of our products and services
• Understand customer outcomes by communicating with customers, analyze customer health metrics, and coordinate with colleagues to respond accordingly to NPS scores with a goal of maximizing customer experience, success, and retention
• Maintain a working knowledge of the company's policies and verify product warranties as needed
• Create RMAs for Credit, Repair, Replacement, and Evaluation and process other inbound service inquiries
• Collaborate closely with team members to support continued orders and opportunities for key accounts
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Actively work internally and externally to improve average customer lifetime value as well as reduce transaction churn rates
• Other duties as assigned by management

What we’re looking For

Experience

• 2+ years customer success or account management experience in a SaaS or Transactional Technology company.
• Awareness of industry standard CX metrics and frameworks like NPS, CSAT, CES, CLV, etc.
• Proven track record of working in a customer facing role
• Strong proficiency in product training and being able to articulate technology to users of different skill levels
• Experience working with an ERP system or similar CRM platform useful but not essential
• Have, or be willing to learn, technical skills in installing and controlling ICR software applications

Skills and Qualifications

• Educated to degree level preferred, but not essential
• Experience working with and managing, stakeholders and customers
• A high level of accuracy and…