Regional Account Manager – Eyewitness Surveillance

Regional Account Manager

Eyewitness Surveillance (EWS), the leader in interactive surveillance is looking for a passionate Regional Account Manager.  This person will partner with and ensure the long-term success of our customers.

In this position, you will be responsible for developing long-term relationships with your portfolio of assigned customers, connecting with key business executives and stakeholders.  You will operate within a team, independently, and across internal teams to ensure customer satisfaction, retention, business growth, and referrals.  You will be required to develop video surveillance site plans using MS Office tools and internet tools.

This position reports to the Director of Account Management in Hanover, MD, and be responsible for managing the overall sales process with new prospects in multiple markets. This position will be based out of your home market and involves regular travel within the Northeast region as determined with the Director of Account Management, as well as regular travel to the Baltimore area for company meetings and training.  Please provide cover letter, resume and salary requirements.  Incomplete submissions will not be considered.

Responsibilities

Operate as the lead point of contact for any and all matters specific to assigned customers

Build and maintain strong, long-lasting customer relationships

  • Maintain, at a minimum, monthly phone contact and quarterly in-person site visits with customers
  • Identify and connect with key customer stakeholders at various levels within the organizations to learn specific benefits of, and ROI associated with use of EWS systems and service
  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
  • Maintain up-to-date contact information as customer staff churn is identified

Manage Revenue Generating Activities

  • Development of requirements, pricing and SOW’s to facilitate customer expansion
  • Presentation and negotiation of proposals to customers
  • Attain customer referrals provided to outside sales for business growth

Develop, Execute and Refine Regional Business Plans

  • Develop understanding of customer use/value/benefit of systems and services
  • Identify Key Players and use patterns
    • Develop and implement strategy for increased use and “stickiness” of systems within customer base
  • Plan for and achieve whitespace expansion within existing customer deployments
  • Target reference-ability
  • Identify opportunities for whitepapers, case studies, and customer highlights
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

Provide technical assistance

  • Assist with installation of software and mobile applications on various devices
  • Troubleshoot basic issues around internet connectivity and hardware configuration
  • Facilitate retrieval and provision of video using proprietary software

Coordinate and assist with high severity requests or issue escalations as needed

  • Strategically manage and respond to client issues on a real-time basis independently and in consultation with the Director of Account Management and Executive Leadership
  • Identify customers at-risk for loss or non-renewal
  • Develop action plans for remediation and customer success
  • Coordinate and bring to bear and resources to alleviate customer concerns and ensure renewal and growth

Manage onboarding and training of new clients

  • Coordinate materials and travel
  • Facilitate and provide training online and in-person to classes ranging from one individual to as many as 20 individuals
  • Develop strategy for follow-up training to ensure information retention and use of systems
  • Document activity and track key account metrics in CRM on a daily basis

Requirements

  • Proven account management or other relevant experience
  • Proficiency with MS Suite of products, Email, and Internet use
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Technical Acumen
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills
  • BA/BS degree or equivalent

About Eyewitness Surveillance

Since its founding in 2004, Eyewitness Surveillance has established itself as a leader in remote interactive monitoring, providing cutting-edge security and operational solutions for mid-size and large car dealerships, metal recycling yards and a variety of other fixed industrial facilities across the country. Eyewitness has a state-of-the-art central station and its services help clients prevent theft, inventory damage and false claims without the need for onsite guard services. The key differentiator for Eyewitness is that its products and services extend beyond pure security into operations. Using sophisticated analytics Eyewitness’s state-of-the-art cameras can capture data used to monitor customer foot traffic and employee behavior, improve customer responsiveness, drive sales and manage assets. For more information on Eyewitness and its services, please visit www.eyewitnesssurveillance.com.

Interested? Send an email to career@eyewitnessmail.com.