For over two decades, Attenti (now Allied Universal Electronic Monitoring) has been committed to keeping our clients, partners and the people who trust in them on safe ground. Our innovative monitoring solutions make a tangible difference to people’s lives. To law enforcement officers out in the field. To communities tasked with reintegrating participants back into civilian life. To public authorities entrusted with making efficient use of taxpayer money. Wherever we operate, our extensive knowledge, veteran team of experts, and innovative electronic monitoring systems are trusted the world over to make society safer, more secure and advanced for everyone.
Attenti offers Medical, Dental, Vision, STD/LTD, Life Insurance, and 401k benefits. Also provides PTO, sick, and vacation hours annually. Attenti US, Inc. is a EEO employer. Candidates must be able to pass a drug and background screen.
Summary:
Responsible for managing customer satisfaction of assigned accounts in regional territory. The Account Manager will develop and maintain relationships with new and existing client base while developing new business opportunities. The position reports to the Regional Account Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Develop and deliver presentations and trainings on electronic monitoring products.
Identify and evaluate ongoing customer training needs and conduct follow-up training.
Assist in the implementation and start-up of new monitoring programs.
Provide on-going program assistance to users to ensure long-term use and satisfaction with the system.
Assist with billing related issues.
Provide product performance feedback to appropriate personnel. This includes but is not limited to: Marketing, Engineering, Software and Hardware Designs, and Monitoring Center.
Establish and maintain effective relationships at departmental and project levels.
Ensure that existing and new accounts receive superior customer service.
Track existing account contract termination dates and work with Sales Manager to renew current contracts.
Maintain expert knowledge of all products and services offered by Attenti US, Inc.
Supply testimony and fulfill subpoena request for court cases, as needed.
Manage customer orders, shipping dates and ensure customer spare levels meet the contractual agreement.
Respond to all phone calls within the same business day and all emails within 24 hours.
Communicate and train customers on all newly introduced software and report features and enhancements when they are released.
Log all customer communication and records are kept in the CRM system.
Ensure communication with every customer at least once per month.
Responsible for all Monthly Reports required by specific customers are correctly compiled and submitted on time by the team. This includes but is not limited to: Missing/Lost Equipment Reports and Damaged Equipment Reports, Call Logs, Projections, Monthly Inventory Utilization Report.
Ensure records are updated accordingly for each special project, programming, reporting, or feature enhancements requested by customer.
Ability to strategically plan and execute on sales and growth opportunities.
Achieve individual and customer service goals.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
QUALIFICATIONS:
Excellent writing skills.
Strong planning and organizational skills.
Proven presentation and facilitation skills.
Outstanding Microsoft Office skills.
Ability to travel up to 70 percent.
Critical thinking and technical skills.
Self-management ability.
Ability to conduct presentations for long periods of time, up to eight hours.
Capability to carry large boxes of equipment or training material up to 50 pounds.
Ability to maintain expert knowledge of all products and services by attending training and passing periodic testing related to products and services.
Requirements
EDUCATION and/or EXPERIENCE
Bachelor’s degree preferred
Minimum of 2 years’ experience in related customer support field required.
Salary range $65k to $70k
Allied Universal Electronic Monitoring is committed to ensuring equal opportunity in all practices and policies which affect employees and applicants for employment. Attenti will ensure that all employment decisions are made without regard to race, color, religion, age, sex, citizenship, national origin, ancestry, veteran status, or disability.