Technical Account Manager

Job Type

Full-time

Description

Located on a beautiful campus in Union, New Jersey, our state-of-the-art monitoring center facility is the most advanced in the United States. The team at Affiliated Monitoring protects millions of people by monitoring their security alarms and medical alert systems.

Our team currently has an opening for an Account Manager for our Hosted Solutions' product. Working as part of our Partner Services Team, this critical role helps us manage our day-to-day interactions with our top clients (B2B). You will help manage relationships with clients ranging from nationally recognized security, PERS and IoT providers to unique technology startups.

This position is highly visible to all levels of the organization and will require an individual with a broad skill set.

What You'll Do:

Serve as primary point of contact for operational support for Hosted Solutions clients providing expertise, advice, and management of project requests
Drive adoption and proficiency of Affiliated Monitoring's hosted solutions products, providing continuous client training on Affiliated client services including advanced navigation and usage of our Affiliated Client Portal
Responsible for managing and developing relationships as the trusted advisor in Affiliated operations
Provide technical expertise for Affiliated Hosted Solutions product providing escalated support and comprehensive solutions to client inquiries in a timely manner
Collaborate with Affiliated's Onboarding team to provide a seamless transition for our hosted clients ensuring they are thoroughly trained on operating procedures
Monitor client support activities to detect any trends. Develop remediation plans for any recurring issues and/or present clients with best practices to optimize their account structures
Track KPIs at the client level to ensure operational expectations and service levels are being met
Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution, and restoration to any major issues that arise
Maintain client project tracker list, advocating for their changes or needs
Requirements

3-5 years of experience as a Technical Account Manager or Technical Customer Success Manager in a B2B environment
Bachelor's Degree Required
Understanding of technology and desktop software
Advanced analytical and problem-solving skill sets
Excellent interpersonal and communication skills
Comfortable working in a fast-paced, dynamic environment
Excellent communication and presentation skills, with the ability to distill complex information into clear and actionable insights
What's in it for you:

Affiliated is serious about fostering a healthy work/life balance and time spent with the team will confirm that. Most importantly you will have the chance to surround yourself with some of the best and brightest people around, working together to help ensure the safety of people across the United States.

Top pay (salary depending on experience; submit your expectations with your application) and excellent comprehensive benefits package
Chance to grow by working with an experienced and talented team
Make a true impact on our company and products with high-visibility and possibilities for career growth
Excellent Comprehensive Insurance Coverage
401(k) Retirement Savings Plan & Employer Match
Company Paid Life Insurance

Affiliated Monitoring is an Equal Opportunity Employer. Here, we believe that treating everyone with empathy and respect is not just a core value, but a responsibility. We are committed to building an inclusive and diverse workplace where everyone, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic, feels valued and supported. We provide equal opportunities to all applicants and employees and strive to foster a culture where differences are celebrated and everyone's voice is heard. Your unique perspectives and experiences are what drive us forward.