Customer Success Manager (Service Agreements)

We're seeking a dynamic, goal-driven individual to join our Customer Success team, specializing in providing in-building wireless coverage solutions to our enterprise clients (B to B).

Candidates must have experience in Fire Alarm, Cellular Enhancement, Emergency Responder Radio Coverage (ERRC) or Distributed Antenna Systems (DAS). Experience with recurring building maintenance service agreements is especially helpful.

The ideal candidate will be highly motivated, team-oriented and possess qualities of positivity, honesty and extreme attention to detail. They should excel in organizational skills, be effective communicators and adept at following processes to support a highly efficient team.

As an Customer Success Manager, you'll be the primary point of contact for our customer base, managing relationships and coordinating with our Field Services Team. This includes overseeing project-specific budgets, timelines, scheduling, goals, and resource requirements.

Responsibilities

• Working closely with customers to understand their needs, providing project scheduling, and coordinating internal resources.
• Growing revenue and profitability for the assigned customer base.
• Managing projects from inception to completion.
• Supporting customer needs for continual managed services (e.g., service agreements).
• Assisting Account Executives in acquiring new customers.

Tasks

• Maintaining strong working relationships with customers and the team.
• Regular and timely communication with customers.
• Representing customers’ interests to Wireless Carriers (ATT, Verizon, and T-Mobile).
• Coordinating with Customers, Design Manager and Testing Coordinators.
• Ensuring engineering projects are completed on time, accurately and profitably.
• Reviewing Daily Reports from the field team for accuracy and resolving conflicts.
• Maintaining accurate documentation and workflow processes.
• Updating the Customer Relationship Management (CRM) system with accurate information.

Qualifications

• 3 to 5 years' experience in Fire Alarm, Emergency Radio, or Cellular DAS solutions.
• Proven work experience in Project Management or Customer Relationships.
• High attention to detail and communication proficiency (phone, email, messaging, etc.).
• Strong computer desktop application skills (Excel, Word, Outlook, etc.).

About HetNet

HetNet provides reliable emergency communications within buildings, prioritizing the safety of lives and property through technical solutions to enhance, monitor and sustain in-building wireless coverage. Our core values of Integrity, Passion, Reliability and Respect underscore our commitment to dependability and teamwork.

HetNet’s professional and network managed services guarantee in-building wireless coverage, compliance with building fire codes and optimal service levels for cellular carriers and emergency responder radio agencies. We collaborate closely, ensuring that our clients can confidently rely on us for their critical communication needs.

Job Type: Full-time

Pay: $80,000.00 - $125,000.00 per year

Benefits:

• 401(k)
• Flexible spending account
• Paid time off
• Professional development assistance

Compensation package:

• Bonus opportunities
• Performance bonus
• Yearly bonus

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Travel requirement:

• Travel

Work Location: In person