Teleperformance

With over 50 years in the industry, SSD Alarm has grown to become one of the largest and most respected providers of integrated security and fire solutions in the U.S. We own and operate our own UL Central Station and have built a strong reputation in the industry for technical expertise and service. Our company continues to grow by focusing on customer service excellence and leading in technology. We seek top talent in the Security Industry.
We are seeking a Client Relations Manager to join our team in Anaheim, CA. The ideal candidates are interested in career growth, detailed and have a passion for the security systems industry. SSD invests in employees' personal and professional growth by providing on-going training opportunities to stay ahead of the competition. We value hard work and dedication and believe in fostering growth through internal development and promotion where applicable.
As our next leader, you will drive the department that shapes the customer experience every single day. This isn't just a customer service role. You'll be the leader who sets the tone for how our customers are treated across every touchpoint, from monitoring and billing to service concerns, system upgrades, and everything in between. If you love building strong teams, solving problems before they happen, and turning a great customer experience into real business results, we want to talk to you.
About the Role
You'll take full ownership of the Client Relations Department, including its people, performance, and culture. Your day to day will include:
Leading and developing a team of client relations professionals, from coaching and training to performance reviews and hiring decisions
Acting as the top internal point of escalation for complex or sensitive customer issues
Owning the customer experience across every stage of the relationship, from onboarding through renewal, and driving retention and recurring revenue growth along the way
Reviewing KPIs and using data to spot trends, solve problems, and report actionable insights to leadership
Managing how the team responds to customer feedback across social media and online reviews
Partnering closely with Monitoring, Field Service, Sales, and Billing to resolve issues that cross departments
Meeting with customers in person when needed, including occasional travel to client locations
Championing new tools, workflows, and process improvements that make life better for customers and staff alike
- At least seven years of customer service experience, with three or more years in a supervisory or management role. Experience in contracted services, recurring revenue, or the alarm and life safety industry is a big plus
- A track record of building strong teams and holding people accountable with fairness and consistency
- Comfort working with data, CRM systems, and reporting tools to guide decisions
- Excellent communication skills, whether you're coaching a team member or presenting to senior leadership
- Sound judgment and the ability to stay calm and solution oriented in high pressure situations
- A valid driver's license, an acceptable driving record, and the ability to pass a background check and drug screening
Benefits
We recognize people as our most valuable asset. Our competitive salary and benefits package includes 401K, medical, dental & vision insurance, life insurance, paid company holidays, and paid vacations.
*SSD Alarm is an Equal Opportunity Employer. Employment contingent upon successful completion of post-offer background screening and drug testing.