Manager, Customer Success

Manager, Customer Success

POSITION OVERVIEW 

Alarm.com, a rapidly growing, entrepreneurial technology company, is seeking a highly ambitious, creative individual to join our sales team.  This position will lead our team of partner success executives.  This role will focus on relationship building and pro-active support activities that increase overall customer satisfaction, product adoption, retention and renewals while reducing turnover and maximizing customer lifetime value  

RESPONSIBILITIES

The Manager, Customer Success primary job responsibilities will include:

• Define Alarm.com’s Customer / Partner Success strategy and own its implementation from partner onboarding through the full lifecycle of the partner relationship.
• Manage and continually improve a comprehensive performance management program for Partner Success Executives--establish team and individual goals, collaborate with Sales Operations to develop KPI reporting, and implement personalized coaching plans for the full employee lifecycle
• Implement a holistic compensation and recognition program consisting of commission, incentives, challenges and rewards, recognition, etc.
• Refine new hire training and on-boarding for new PSEs and expand it to future new hires across the N.A. Sales department
• Design and implement a department-wide ongoing training program that provides structured sales training and ongoing education centered on a selected sales methodology
• Act as primary liaison with other customer-facing departments on day-to-day matters and laterally managing regular strategic initiatives with leaders outside of N.A. Sales.
• Collaborate regularly with other sales leaders on strategic initiatives
• Complete other duties as assigned 

REQUIREMENTS

• 2+ years managing and growing customer facing teams and accounts with proven track record of achieving retention and expansion goals
• 4+ years of experience in client-facing roles, preferable in SaaS, IoT or other technology
• Bachelor’s degree required
• Solid understanding of the role and value that Customer Success provides in today’s SaaS/technology environment
• Ability to analyze, strategize, execute and motivate
• Excellent communicator and collaborator across all levels of internal and external organizations and stakeholders
• Proficiency in Salesforce, Sales and Service Cloud, Reporting and Dashboarding
• Ability to travel as needed

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.
• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!
• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.
• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.
• Alarm.com values working together and collaborating in person.  Our employees work from the office 4 days a week.

COMPANY INFO

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we’re innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more.  We’re seeking those who are passionate about creating change through technology and who want to make a lasting impact on the world around them. 

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.  By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services.  However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected]

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