Mid Level Freshdesk Jobs (NOW HIRING)

CUSTOMER SUCCESS COORDINATOR

Physical Security | Video Monitoring Solutions

Mid-Level | On-Site | Full-Time

Department

Customer Success

Reports To

Director of Technology

Location

On-Site

Experience

3–5 Years

Industry

Physical Security / Video Surveillance Technology / Technical Support

About the Role

As a Customer Success Coordinator specializing in Professional Security Video Monitoring, you will serve as the primary point of contact for our clients following deployment of our video surveillance solutions. You will participate with managing the customer relationship from onboarding through long-term adoption, ensuring clients extract maximum value from our cloud and on premise video monitoring platforms. This is a hands-on, Evolon HQ based role is suited for someone who thrives at the intersection of technology and client service. The ideal candidate is technically savvy, detail-oriented, and passionate about building strong customer relationships.

Key Responsibilities

Customer Onboarding

• Lead end-to-end onboarding for new commercial and mid-market clients deploying Evolon’s video monitoring systems.

• Assist with customer’s installation and deployment teams with configuration and validation of Evolon’s professional video monitoring platform and applications.

• Develop tailored onboarding plans aligned with each client's physical security requirements and operational environment.

• Ensure a seamless handoff from the sales and implementation teams to ongoing customer success.

Training & Product Education

• Deliver virtual training sessions for integrator installation teams, end-user, security administrators, and operators.

• Create and maintain customer-facing training materials, quick-start guides, and video tutorials.

• Keep clients up to date on new product features, firmware updates, and best practices for IP camera and video monitoring sytems.

• Identify skill gaps and proactively schedule refresher training sessions.

Technical Troubleshooting

• Act as the first escalation point for customer-reported technical issues related to monitoring software, hardware, and IP cameras.

• Diagnose and resolve common issues including device cloud connectivity, camera stream connectivity, camera configuration, and network-related problems.

• Collaborate with the technical support and engineering teams on complex or recurring issues.

• Document troubleshooting outcomes and contribute to the internal knowledge base.

Qualifications

Required

• 3–5 years of experience in a customer success, technical account management, or field support role.

• Hands-on experience with VMS platforms such as Milestone XProtect, Genetec Security Center, or Avigilon Control Center.

• Working knowledge of IP camera systems including configuration, installation principles, and common hardware brands (e.g., Axis, Hanwha, ONVIF compatible cameras).

• Strong understanding of networking concepts relevant to video surveillance (IP addressing, PoE, VLANs, bandwidth).

• Demonstrated ability to communicate technical concepts clearly to non-technical stakeholders.

• Excellent interpersonal, presentation, and written communication skills.

Preferred

• Industry certifications such as PSP (Physical Security Professional), ONVIF, or VMS vendor certifications (e.g., Milestone Certified Engineer).

• Experience working at a security technology vendor or manufacturer.

• Familiarity with alarm monitoring, intrusion detection systems, and their integration with video platforms.

• Experience using support tools (Clickup, Freshdesk) CRM tools (Zoho, HubSpot).

• Remote Tools (RDP, Anydesk, Zoho)

• Windows and Linux OS

• MS Office and Communication tools (Teams, Slack)

• AI Tools (Claude, ChatGPT)

• Familiarity with APIs, SaaS platforms, and cloud-based technologies.

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What Success Looks Like

• Clients are fully operational and confident using our video monitoring platform within 30 days of go-live.

• Training completion rates meet or exceed 90% across assigned accounts.

• Customer satisfaction (CSAT/NPS) scores consistently meet quarterly targets.

• Technical issues are resolved or escalated within defined SLA windows.

• Strong client relationships that result in high retention and expansion opportunities.

Working Conditions

This is a full-time, on-site position in Dallas TX. You may be required to work at customer facilities, including warehouses, corporate campuses, retail environments, and critical infrastructure sites. Occasional / very light travel to client sites may be required. Ability to work in environments with surveillance and security equipment is required.

Why Join Us

• Work with cutting-edge physical security technology that protects real-world environments.

• Join a collaborative, mission-driven team where your customer impact is visible and valued.

• Competitive compensation, benefits, and opportunities for professional development and certification support.

• Clear career path into Technical Support and Customer Success leadership roles.