Client Relations Manager -Anaheim

SSD Alarm•Fullerton, CA

13d•$80,000 - $110,000•Onsite

About The Position

With over 50 years in the industry, SSD Alarm has grown to become one of the largest and most respected providers of integrated security and fire solutions in the U.S. We own and operate our own UL Central Station and have built a strong reputation in the industry for technical expertise and service. Our company continues to grow by focusing on customer service excellence and leading in technology. We seek top talent in the Security Industry. We are seeking a Client Relations Manager to join our team in Anaheim, CA. The ideal candidates are interested in career growth, detailed and have a passion for the security systems industry. SSD invests in employees’ personal and professional growth by providing on-going training opportunities to stay ahead of the competition. We value hard work and dedication and believe in fostering growth through internal development and promotion where applicable. As our next leader, you will drive the department that shapes the customer experience every single day. This isn't just a customer service role. You'll be the leader who sets the tone for how our customers are treated across every touchpoint, from monitoring and billing to service concerns, system upgrades, and everything in between. If you love building strong teams, solving problems before they happen, and turning a great customer experience into real business results, we want to talk to you.

Requirements

At least seven years of customer service experience, with three or more years in a supervisory or management role.
A track record of building strong teams and holding people accountable with fairness and consistency
Comfort working with data, CRM systems, and reporting tools to guide decisions
Excellent communication skills, whether you're coaching a team member or presenting to senior leadership
Sound judgment and the ability to stay calm and solution oriented in high pressure situations
A valid driver's license, an acceptable driving record, and the ability to pass a background check and drug screening

Nice To Haves

Experience in contracted services, recurring revenue, or the alarm and life safety industry is a big plus

Responsibilities

Lead and develop a team of client relations professionals, from coaching and training to performance reviews and hiring decisions
Act as the top internal point of escalation for complex or sensitive customer issues
Own the customer experience across every stage of the relationship, from onboarding through renewal, and driving retention and recurring revenue growth along the way
Review KPIs and use data to spot trends, solve problems, and report actionable insights to leadership
Manage how the team responds to customer feedback across social media and online reviews
Partner closely with Monitoring, Field Service, Sales, and Billing to resolve issues that cross departments
Meet with customers in person when needed, including occasional travel to client locations
Champion new tools, workflows, and process improvements that make life better for customers and staff alike