American Time is a recognized leader in synchronized time, digital communications, and safety and security solutions. Time is more than a commodity. The way we measure it, work by it, and live by it reflects the craftsmanship, quality, and pride built into every timekeeping solution. We’re proud to help organizations stay on time and keep people informed about what matters most. Success isn’t an accident. We succeed when our customers do, and that belief drives our commitment to dedicated people, quality craftsmanship, and exceptional service. We’re a technology company grounded in craftsmanship, quality, and pride, and we bring those values to everything we do. Do you consider yourself to be a Natural Educator, Technically Curious, Driven by Relationships, Quality Focused, and Persuasive, we want to meet you. We are looking for a dynamic, technically savvy, and people-oriented Customer Success Manager to join our Quality Assurance department. This is a unique role that sits at the intersection of technical excellence, education, and relationship management. As the face of the EverAlert/Network Clocks/inCloud product lines, you will be responsible for executing two distinct strategies: equipping our Value-Added Resellers (VARs) to master and support the products, and ensuring direct customers successfully adopt, use, renew, and expand their use of the EverAlert, Network Clocks, and the inCloud software platform. You will lead the charge in onboarding, technical training, and content creation, ensuring every user extracts maximum value from the EverAlert/Network Clocks/inCloud ecosystem. Key Responsibilities Accelerate Revenue through Technical Sales Enablement - Sales Engineering: Act as a trusted advisor by partnering closely with sales teams during customer evaluations, demonstrations, and technical discussions throughout the entirety of the pre-sales and post-sales customer lifecycle.
- VAR Technical Enablement: Serve as the primary technical trainer for our Value Added Resellers. Build "train-the-trainer" programs and documentation to equip our partners with the deep product knowledge they need to successfully represent, install, and support EverAlert/Network Clocks/inCloud in the field.
- Educational Content Development: Collaborate with the QA and Product teams to build, update, and refine comprehensive product installation, training, and operator manuals. This includes creating tailored resources for both end-users and technical VAR partners. Facilitate Continuing Education Sessions with Clients and gain insights for improvements.
- Hardware & Network Troubleshooting: Guide users through initial hardware provisioning, network environment configurations and basic physical troubleshooting for hybrid hardware/software ecosystems before escalating to Tier-2 engineering.
- Product Input & Beta Management: Act as the critical bridge between the customer's real-world environment and our engineering teams. Manage the customer-facing side of beta programs, translate technical engineering updates into user-friendly release notes, and provide business-based recommendations to prioritize product investments. Track and maintain client improvement suggestions, working with Engineering to validate and create projects.
Maximize Customer Value and Retention - Strategic Onboarding: Lead the end-to-end onboarding process for new EverAlert/Network Clocks/inCloud customers. Educate key stakeholders beyond basic setup to provide high-impact training that helps customers maximize and realize immediate value.
- Data-Driven Adoption & Usage: Define what customer "health" looks like by establishing KPIs for engagement, usage patterns, and feature adoption. Build automated playbooks and conduct proactive outbound check-in calls with customers, surface needs, resolve issues before they escalate, and uncover opportunities to deepen the relationship.
- Feature Optimization& Ecosystem Consulting: Act as a dedicated advisor, identifying underutilized features and helping clients implement them to solve their specific business challenges. Consult with customers on how EverAlert/Network Clocks/inCloud integrates alongside broader facility management tools, digital operations platforms, and two-way audio solutions.
- Escalation & Renewal Management: Act as the quarterback during critical technical escalations, managing customer communications and expectations while technical teams work on resolutions. Maintain a "sales bent" by identifying account growth opportunities, owning the renewal pipeline, and ensuring high retention through exceptional service.
Who You Are - A Natural Educator: You genuinely love teaching. You have the patience and clarity to explain complex concepts to beginners, but the depth to hold your own with technical experts. Taking pride in enabling customers to confidently adopt solutions and achieve their goals.
- Technically Curious: You aren’t intimidated by technical specifications. You have the ability to learn the "under the hood" mechanics of the EverAlert/Network Clocks/inCloud product line and translate that into layman’s terms. You have a natural desire to understand how things work and continuously seek to expand your knowledge by asking insightful questions, embrace new technologies, and use your understanding to solve problems and create customer value.
- Relationship Driven: You are exceptionally friendly, empathetic, responsive and professional. By understanding customer goals and challenges, you develop strong partnerships and become a trusted advisor throughout the customer journey.
- Quality Focused: Being part of the QA department, you have a keen eye for detail. Detail-oriented and proactive, you follow through on commitments and continually look for ways to improve outcomes. You’ll use customer feedback to help our QA team identify areas for product improvement.
- Persuasive: You communicate with confidence and purpose, helping customers see opportunities and take action. You understand that "Success" means "Sales" in the long run. You can comfortably advocate for the product and convince users why a new feature or workflow is essential for their success.
Qualifications - 2–4 years of experience in Customer Success, Technical Training, or Sales Engineering.
- Strong communication, follow-up, relationship-building, and problem-solving skills.
- Proven ability to create high-quality written documentation and training materials.
- Strong presentation skills, both in-person and via web-conferencing tools.
- Experience in a technical industry (SaaS, Security, or Alerting systems preferred).
- Ability to work cross-functionally between technical QA teams and outward-facing sales/customer teams.
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