Strategic Account Manager

Position Summary

A pioneer in the tech industry, Public Safety Brands is proudly a US manufacturer and supplier of digital evidence management services, consisting of multiple capture vehicles, including body cameras, in-car video, mobile routers, and situational awareness software technologies for law enforcement, transportation agencies, and industrial related vertical markets.

Public Safety Brands prides itself on working closely with its customer partners to incorporate industry best practices, shaping the technology to help solve critical legal evidence capture challenges.

Reporting to the Director of the Client Success, the primary function of this role include s acting as the main point of contact for existing clients, advocating for them within the infrastructure of Utility, with a goal of fostering overall client satisfaction and retention. This includes driving feature and function adoption within an existing book of business by offering and marketing services within the Utility portfolio, in parallel with services support coverage based on the needs of the client base served. It will be required to also obtain local area market intelligence from multiple sources within the assigned book of business , including interrelated departments and associations. The role is designed to visit an average of 2 to 3 clients per traveling week, with after-action reporting, follow up on open items crucial to the continued success of the client . To ensure client satisfaction levels, cold-calling, and relationship cultivation will be required . This role is relies heavily on travel in and around the continental United States, with 50% of working time being allocated to onsite interactions with Utility’s top-tier accounts. Managing expenses within budget along with reporting to leadership .

Administrative functions of the role include generating leads, quotes, estimates, for various software services and hardware components.

Other major functions of this role include supporting activities and coordination to successfully close contract renewals , identifying service gaps, documenting customer interactions, uncovering competitive offerings, understanding local area mandates / legislation, and other customer service functions as deemed essential to the business success by the Utility leadership team. This role will work closely with the following teams : Client & Partner Success, Client Experience, Production, Project Management, Product Management, Support and Accounting.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following :

• 50% travel requirement.
• Serve as the primary point of contact for assigned book of business (clients) .
• Focused on the customer life cycle post-sales , specifically client satisfaction and retention.
• Conduct 2 – 3 onsite visits per traveling week with assigned clients .
• Engage with 100% of the assigned book of business each quarter through onsite visits, calls, meetings, or proactive feature and update outreach.
• Develop and maintain strong relationships with key client stakeholders.
• Maintain the highest levels of enthusiasm with all clients, in the face of a fast-paced, yet rewarding environment.
• Document specific client interactions, escalate to the appropriate department , and follow to resolution.
• Track client feature usage and adoption to identify oppo r tunities to maximize value and return on investment.
• Facilitate the education of the client on evolving Utility features and functionality .
• Advocate for the client within the Utility scope of products.
• Provide product and service feedback from clients to the Utility infrastructure with the goal of creating a better overall client experience.
• Partner with the outside sales team in facilitating requests for pricing, support, and / or activities that lead to greater speed-to-revenue.
• Completion of after-action reporting visits and debrief with direct report and UA leadership.
• Maintenance of contacts, leads, and opportunities in UA’s HubSpot platform.
• Provide troubleshooting and escalate as needed.
• Identify and act upon upselling / cross-selling opportunities.
• R eport on local legislation impacting video evidence and camera collection systems, in the market.
• Process quotes and sales estimates as needed .
• Track sales orders and aid with providing shipping updates to clients.
• Support outside sales team as needed.
• Complete tickets, tasks and / or other required CRM activities in the designated ERP system.
• Aggregate purchases over historical timelines.
• Respond to all emails and calls in a timely manner .
• Support survey functions as required .
• Support various order types required by multiple departments.

About You

Mandatory Qualifications (Knowledge, Skills, and Abilities)

physical requirements

This role requires the employee to have the ability to maintain a stationary and an upright position consistently. Employees must be able to move occasionally within the office to access file cabinets, office machinery, and other resources. The ideal candidate should be able to spend 6 0% of the time in a

stationary posture and 40% of the time in a vertical posture. This position involves consistently utilizing computer operations and various office productivity machinery and tools, including a printer and computer. The ideal candidate should be able to spend 75 % of the time working in computer operations. The employee seldom uses their balance, flights, ladders, and forklifts to maintain by ascending and descending as part of their job responsibilities. The employee seldomly changes their body position to assist in moving objects or gaining access to items. The employee should be able to consistently and effectively communicate information and concepts for mutual understanding, including conveying precise details during these interactions. For accurate task execution, it is essential that the employee frequently maintains consistent specific vision abilities, especially the capability to discern close-up details within a few feet of the observer .  S eldomly this role entails the transportation of boxes weighing between a minimum of 5 pounds and a maximum of 30 pounds throughout the office to meet various demands.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.