.watch Success Manager

Remote | Full time

About the Role

Bluebird installs and services technology for multi-site businesses, including security cameras, access control, alarms, IT infrastructure, point of sale, and digital signage across the US and Canada. Bluebird Watch is our client platform for managing and fixing issues across all sites and systems.

This role involves onboarding new clients to Bluebird Watch, ensuring their continued usage, and managing incoming service tickets.

Key Responsibilities

• Onboarding new clients and users: Setting up accounts, loading sites and contacts, sending invites, and guiding users to open their first ticket.
• Explaining the system: Providing clear walkthroughs, answers, and how-to notes.
• Maintaining account accuracy: Ensuring sites, technology, contacts, logos, and settings are up-to-date.
• Client engagement: Maintaining regular contact with users to understand their activity levels and reasons for any quiet periods.
• Managing ticket projects: Dispatcing technicians, providing client updates, and closing out tickets.
• Relaying user feedback: Identifying and communicating confusion points in the platform for resolution.

Requirements & Tech Stack

• AI-forward approach: Encouraged to use AI tools for writing, research, account setup, and efficiency, with an understanding of verifying AI-generated work.
• Bluebird Watch platform: Client platform for managing sites, systems, and service tickets.

Qualifications

• Early career professional seeking project management experience.
• Clear written and verbal communication skills.
• Proactive follow-up and problem-solving abilities.
• Strong organizational skills to manage multiple accounts and tickets concurrently.
• Comfortable with technology and curious about its functionality.
• Customer support, account management, project coordination, or similar first role is a plus.
• Experience with low-voltage, IT, or facilities work is a plus.

Pay

• Base Salary: $55,000 - $65,000
• On-Target Earnings: $70,000 - $85,000 (includes bonus tied to client engagement, renewals, and tickets closed).

How We Work

• Frequent communication with clients on a set cadence for all open tickets.
• Emphasis on repeatable processes for onboarding, ticket management, and closeout.
• Continuous training utilizing an internal platform and learning from mistakes.

Career Growth

This role is designed to grow into a full Project Manager position, involving key accounts and larger projects.

Work Environment

• Home-based role.
• Must reside in the Eastern or Central time zone.
• Requires initiative and a proactive, problem-solving mindset.