Customer Success Specialist

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Customer Success Specialist

Regular Full-Time Foxborough, MA, US

Salary Range: $90,000.00 To $110,000.00 Annually

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Title: Customer Success Specialist

Location: Foxborough, MA – Work on site 5 days a week

***Must have Physical Security Experience to be considered***

Hanwha Vision America is an affiliate of the Hanwha Group, a Fortune Global 500 company. HVA is an industry-leading provider of advanced network video surveillance products, including IP cameras, storage devices, and video management systems, founded on world-class technologies. We offer end-to-end security solutions and have achieved global success across a wide range of industry verticals, including retail, transportation, education, banking, healthcare, hospitality, and airports.

The HITE Engineer (CSS) will be responsible for the Hanwha Innovation and Technology Experience Center and will be required to be at the HITE for all customer meetings. This person has the responsibility to manage all the existing products and update the product when a new product is introduced by Hanwha Vision. This person, while not hosting and helping the sales teams with customers at the HITE or maintenance of it, will support the region to provide accurate specification interpretations that drive the technical evaluation portion of the sales process. This position requires the candidate to maintain contact with all of Hanwha Vision America’s sales personnel within the region of responsibility.

Main responsibility will be to work with each salesperson and support their opportunities in a technical capacity to secure the sales. This would include reviewing Hanwha system tools and device managers, reviewing specifications or RFPs, and providing cross-over BOMs of competitors’ bids.

The Customer Success Specialist will take direction from the RSD/VP on where they are best suited to support the sales team and would be required to be trained, along with the FAE/SSE group, on occasion, to be up to speed on the latest products, technologies, or sales and technical techniques. There will be a need when this person is supporting customers and dealers in the field or at their locations.

Key Responsibilities:

• Responsible for maintaining the HITE for demonstrating operation, updating, and presenting Hanwha’s video product to integrators, consultants, engineers, and end users
• Administrate all aspects of the HITE, from keeping the product current to updating and running it well. Programming features to allow customers to see the benefit of the product.
• Support the regional field for pre-sales tasks as listed in the job description
• Being able to provide training and sales presentations to system integrators and customers
• Provide a weekly report on sales activity on what transpired within the week and what Hanwha Vision America needs to improve upon at the HITE and our product line

Qualifications:

• Good understanding of network-based security systems, and industry VMS systems and setup (Hanwha Wave, Milestone, Genetec, and others)
• Proven ability to articulate IP, Network, and analog technology, product features, and benefits to both business and technical users
• Must be able to identify all of the relevant technical issues to ensure complete customer satisfaction through all stages of the sales and most of the installation process
• Proven ability to establish and maintain strong positive relationships throughout the sales cycle internally and externally
• BA/BS in Electrical Engineering, Electrical Technology, Physical Sciences, Computer Science, Networking, or other Technology degree is strongly preferred, or work experience. Any design capability is a plus in Vizio/CAD/BIM/REVIT
• Work with the property management to make sure the HITE is temperature controlled, food and coffee are available, and there is access to the HITE

Physical Demands:

• Sitting/Travel: The role requires extended periods of sitting, including time spent traveling by car or plane, attending meetings, and working on a laptop or mobile devices while in offices, client locations, or remote settings.
• The position also involves periods of standing and walking during client visits and events.

Hanwha Vision America provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.