Sr. Account Management Representative

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Sr. Account Management Representative!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

Location: Framingham, MA - Hybrid

Summary:

As a Sr. Account Management Representative, you will act as a client advocate and work with internal departments to ensure that client needs are understood and satisfied. May assist with making sales, is expected to handle client complaints/escalations, collects and analyzes data, and improves the overall customer experience to ultimately retain and grow assigned account(s). Position may work onsite at client corporate office or may be remote.

What You'll Do:

• Customer Relationship/Account Retention:

  • Primary point of contact for corporate level client contacts, communicating with clients to understand their needs, pain points and desired outcomes (so that this may be conveyed to internal teams for greater success) and explain VSN services, solutions and product value.
  • Building relationships with clients based on trust, respect, knowledge and ability to deliver at or above expectations.
  • Acting as a client advocate with a focus on improving overall customer experience driving account retention and growth.
  • Resolving complaints/escalations and preventing additional issues by improving processes.
  • Attend tradeshows, plan out the route for customers, vendor list and opportunities and provide recommendations, stay up to date with market solutions. 
  • Travel required as needed for key meetings, site visits, site walks (for projects).
• Account Management:
  • Collaborating with ALL internal departments (for all client subscribed services) to facilitate client need fulfillment, strategies for improvement to elevate overall customer experience and retention.
  • Collecting and analyzing data to identify trends, build business cases for sales solutions (upgrades, migration to better product, need for additional technologies).
  • Preparation and delivery of Quarterly (and Yearly) Business Reviews (QBR/YBR).
  • Pull information from D365 or other departments to compile reports and provide to customers and the VSN leadership.
  • Maintaining updated knowledge of company products and services as well as ability to recognize and recommend to client as solutions for their needs.
  • Maintaining updated knowledge of client business workflow, expectations, needs to be able to assess the service, install, billing/AR situations/requests to make judgement calls on behalf of customers and provide solutions or recommended SOP adjustments.
  • Often assist with making sales, doing legwork and research, setting up and supporting pilot programs, to include reporting and analysis of success.
  • Expected to handle pre-sales & sales workflow in internal systems (entering Opportunity/Survey/Quote requests and associated Tasks, SOW, pertinent date entry/updates in D365).
  • Gather and clarify scope of work for existing business/ad hoc projects/rollouts/conversions and coordinate with internal teams and customers, to include drawing/markup review, assessing appropriate coverage of devices and assist internal teams in obtaining needed customer documents/drawings.
  • Keeping accurate records and account notes in internal systems, for all assigned accounts (includes gathering key data such as EDS, customer expectations, etc.).
  • Identifying industry trends to better anticipate client needs.

 What You'll Need:

• High School Diploma/GED or Equivalent Qualification 

• Minimum of 3-5 years of experience in customer account management:

  • Build customer relationships, account management, maintaining multiple customer accounts.

  • Must have an understanding of how to conduct business at an elevated level.

  • Professional hard and soft skills necessary to efficiently and effectively manage, develop, and motivate all members of account teams.
• Security, Loss Prevention experience - Preferred
• Excellent Communication and Interpersonal Skills:
  • Must possess mature skills with the ability to effectively and intelligently communicate (both written and orally) with all levels of management, subordinates, peers,