Maintains close, continuous customer support to ensure high satisfaction and retention through training and assistance, systematic contact, and implementation of new program requirements on behalf of the customer. Actively works with accounts to identify growth opportunities through the increased use of the Company continuum of products and services. Provides programmatic assistance to allow each customer to operate an effective program with high satisfaction levels.

This position is not assigned sales quotas and is not eligible for sales commissions, but is eligible for a quarterly performance incentive and bonuses.  This position is responsible for the following state/territories and you must live within this territory:  NJ, DC, DE, MD, VA, NC, SC, FL

Primary Duties and Responsibilities
• Implements strategies to retain and grow assigned accounts.
• Focuses on customer retention and assists with market share growth.
• Provides programmatic assistance to users to ensure long-term use and satisfaction with the system. Keeps abreast of incidents that require follow-up to ensure timely completion to the customer’s satisfaction.
• Assists with host site technical support, including training and identification of areas requiring follow-up training.
• Develops and delivers customer-site training on the usage of electronic monitoring (EM) equipment and software products to ensure customers’ effective and successful use of the program. Identifies and evaluates customer training needs and conducts follow-up training as necessary.
• Assists with the implementation of new monitoring systems, and with changes to on-going systems as required by the customer.
• Utilizes Customer Relationship Management (CRM) software to document account contacts and assist in collection and maintenance of market share data in assigned territory. • Assists with billing-related administrative issues and price correction work in conjunction with Accounts Receivable.
• Manages maintenance and improvement of DSO (Days Sales Outstanding).
• Provides product performance feedback to Sales, Marketing, Engineering and Product Development teams.
• Attends specified trade shows and events to assist sales team. • Maintains customer information files with documentation, including equipment utilization.
• Assists with conducting customer satisfaction surveys. Ensures follow through on problem areas.
• Assists National Account Manager and Business Development Directors with large, high volume, high revenue accounts through training and support.
• Assists with conducting customer satisfaction surveys. Ensures follow through on problem areas.
• Assists with EM troubleshooting, training, refresher training and new office implementations for ISAP program as requested.
• Performs other duties as assigned.

Browse photography at Denver.Gallery.