​

Primary Duties and Responsibilities 

​

• Coordinate with Project Managers and the Installation Team to ensure project wrap-up and smooth transition to service

• Initiate client onboarding once a project hits the punch list stage

• Schedule and conduct welcome outreach, site visits, and user-level product training (CCTV,
  access control systems, etc.)

• Distribute service contact information and onboarding collateral

• Deliver guidance on requesting service both during and outside normal business hours

• Schedule and deliver regular product and feature training to end users

• Support new employee onboarding for client-side users

• Organize seasonal training sessions (e.g., summer sessions for school RSOs)

• Identify and respond to customer interests in additional learning opportunities

• Maintain regular client reach-out schedules using a mix of emails, phone calls, site visits, and
  drop-ins

• Collaborate with internal teams to organize in-office product demonstrations for clients, leveraging the Experience Center as needed

• Keep CRM (HubSpot) contacts accurate and current

• Generate reports to analyze billable vs. non-billable service performance

• Highlight opportunities for cost savings via TWG’s Quality Assurance Program, including Remote Network and Device Health Monitoring

• Discuss budgeting insights, including OpEx vs. CapEx considerations

• Incorporate upselling into review discussions when appropriate

• Act as an escalation point and liaison between the client and service department during complex or recurring service issues

• Follow up after resolution of major issues and solicit client feedback

• Encourage adoption of TWG’s “Solving for Safer” ecosystem, as well as other product offerings

• Promote TWG’s Quality Assurance Program, which includes:
  ○ CCTV/Access Maintenance
  ○ Remote Network and Device Health Monitoring

• Facilitate and quote small-scale upsells (e.g., additional cameras or doors)

​

Work Environment & Physical Demands 

​

• Regular and Timely Attendance 

• Full-time position with standard working hours

• Must be able to stand or sit for long periods of time (up to 4 hours)

• Comfortable using computers, tablets, and mobile applications as part of daily workflow

• Must pass initial and random substance abuse tests & background checks

​

Qualifications 

​​

• Proven experience in client success, account management, or technical support—preferably in security, IT, or B2B services

• Strong communication and interpersonal skills

• Ability to explain and train others on technical systems

• Experience with CRM tools (HubSpot preferred)

• Highly organized with attention to detail and a customer-first mindset

• Ability to travel regionally to client sites as needed

​

Compensation & Benefits 

​​

• $60,000 – $75,000 per year, based on experience and qualifications

• Salary increases based on job performance, ability to handle increasing levels of responsibility, completion of relevant certifications and overall state of the company

• Company 401k with a 100% match on the first 6% of contributions

• Flexible vacation / paid time off (subject to company policy)

• Personalized scheduling for work / life balance

• Medical, Dental & Vision Benefits

• Professional development plan designed to help you achieve your professional goals