Strategic Account Customer Success Specialist

Position Summary

The Strategic Account Customer Success Specialist serves as the primary day-to-day point of contact for WCCTV's strategic partnership and larger enterprise accounts. This role is responsible for building strong customer relationships, supporting account health, coordinating operational requests, and ensuring customers receive consistent value from WCCTV's products and services. The position supports customer onboarding and standard customer success functions, while prioritizing dedicated account support for assigned strategic accounts. Periodic travel may be required to support deployments, training, onboarding, and account-specific customer needs.

Why WCCTV?

WCCTV offers the opportunity to work directly with strategic and enterprise customers, helping them maximize the value of industry-leading security and surveillance solutions. This role provides meaningful exposure to cross-functional collaboration, customer relationship management, account growth initiatives, and customer success strategies while contributing to customer retention, satisfaction, and long-term business success

Key Responsibilities

• Serve as the primary Customer Success contact for assigned strategic partnership and enterprise accounts.
• Manage day-to-day account support by responding to customer inquiries, coordinating internal follow-up, and assisting with issue resolution.
• Build and maintain strong relationships with key customer stakeholders to drive satisfaction, retention, and account success.
• Coordinate with Sales, Service, Operations, Production, and Monitoring teams to ensure customer requests are handled effectively.
• Support customer onboarding for new customers, sites, and expansion projects, including training coordination and process reviews.
• Provide remote and onsite product, software, and deployment training as needed.
• · Monitor account activity and customer feedback to identify risks, recurring issues, and customer experience improvement opportunities.
• Maintain accurate customer records, account notes, onboarding updates, and reporting within company systems.
• Assist with customer business reviews, strategic account planning, and customer success initiatives.
• Support customer satisfaction programs, including follow-up activities, feedback collection, and NPS initiatives.

Qualifications

• Minimum 3-5 years of experience in Customer Success, Account Management, Client Services, Technical Support, or a related customer-facing role.
• Experience supporting B2B customers and managing ongoing customer relationships.
• Previous experience with customer onboarding, product training, implementation support, or deployment coordination preferred.
• Strong communication skills with the ability to build trust and engage customer stakeholders at multiple levels.
• Ability to coordinate cross-functional teams and manage multiple customer priorities simultaneously.
• Strong problem-solving, organizational, and follow-through skills.
• Experience using CRM platforms, ticketing systems, Microsoft Office, email, and related business software.
• Ability to travel periodically for customer meetings, training, onboarding, deployment support, and account-specific needs.
• Detail-oriented, proactive, and customer-focused mindset.

Core Competencies

• Customer Relationship Management
• Cross-Functional Collaboration
• Account Planning & Coordination
• Communication & Stakeholder Engagement
• Problem Solving & Customer Advocacy

Equal Employment Opportunity

WCCTV is an equal opportunity employer and is committed to fostering a workplace that values professionalism, respect, and inclusion. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any status protected by applicable federal, state, or local law.

Work Environment and Physical Requirements

This position operates primarily in a professional office environment and may require occasional travel to company locations. The role requires the ability to remain seated for extended periods and to occasionally lift and move items weighing up to 25 pounds. This position may also perform other duties as assigned to support departmental and organizational needs.