Careers at RemoteLock

Imagine using your phone to unlock the doors on your business or property and monitor who enters from halfway around the world. Whether managing automated guest and maintenance access, to a vacation rental property, or the IT assets of a Fortune 50 enterprise, RemoteLock is securely opening doors 100+ million times a year from the cloud.

RemoteLock is a leading provider of cloud-based access control and smart lock management software. Our cloud-based application, EdgeState, consolidates connected locks from different manufacturers on an easy-to-use SaaS solution enabling customers to remotely control access for guests, employees and support staff, saving time, money, and manpower.

We're a company with a 10-year track record of success and a start-up mentality. RemoteLock is fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

Controller

The Controller is an integral part of the Finance team at RemoteLock. The Controller will principally manage the financial functions of the organization. This will include traditional accounting functions,. However, in a growing and fast paced environment, the individual will also need to structure their role to support larger business goals and growth. The Controller will work closely with the CFO, and manage an accounting team and resources. The right person for this role will combine technical accounting skills with broader operating acumen to help further grow RemoteLock.

Responsibilities

Maximizes return on financial assets by establishing financial policies, procedures, controls, and reporting systems; including protects assets by establishing, monitoring, and enforcing internal controls.
Coordinating and preparing internal and external financial statements
Planning, directing and coordinating all accounting operational functions.
Prepares budgets by establishing schedules; collecting, analyzing, and consolidating financial data; recommending plans.
Achieves budget objectives by scheduling expenditures; analyzing variances; initiating corrective actions.
Maximizes return and limits risk on cash by minimizing bank balances and making investments.
Coordinating activities of external auditors
Complies with federal, state, and local legal requirements by studying existing and new legislation, anticipating future legislation, enforcing adherence to requirements, filing financial reports, and advising management on needed actions.
Maintains financial staff by recruiting, coaching, monitoring and appraising employees.
Protects operations by keeping financial information and plans confidential.

Qualifications

7+ years relevant experience
Software industry accounting experience
Accomplished working with teams, leading discussions, facilitating decision making and buy-in
Comfortable with technical details
Excellent written and verbal communication skills
Ability to work remotely and with remote teams (as needed)
Ability to function in growing, fast paced work environments

Salary Range: $90-110K/year

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Customer Support Representative

As a Customer Support team member, the primary responsibility is supporting Remote Lock customer issues with the use of our web based software and the implementation and support of connected locks.

Accountability

Tier 1 and Tier 2 support for incoming client phone calls and emails
Taking ownership of client issues and resolving their primary concerns
Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
Troubleshooting of lock hardware (including physical installation, connection to Wifi, and post-installation maintenance in Remote Lock software
Scheduling outbound client appointments for lock and software support
Providing direct expertise to customers on the use of Remote Lock Software as a Service offering to appropriate manage access to their properties and access users
Process customer warranty or refund claims
Maintain ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
Work directly with individuals purchasing locks online to correct bad product reviews on Amazon
Minimize client cancellations due to service quality challenges

Requirements

Proven customer support experience, ideally with IoT (internet of things) products
Excellent Communication Skills (email and phone) and strong empathy and patience.
Strong phone communication skills; Clear annunciation, the ability to explain complex concepts in a simple manner, and active listening skills.
Customer orientation and ability to adapt/respond to different types of people and personalities.
Ability to multi-task, prioritize, and manage time effectively
Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
Advanced troubleshooting and mechanical inclination
Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
Awareness of industry’s latest technology trends and applications, and Wi-Fi network knowledge a plus!

Salary Range $17-18/hour

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Director of Strategic OEM Development

The Director of Strategic OEM Development is responsible for the development and management of RemoteLock’s strategic manufacturing partnerships in order to build key relationships, processes and end-user sales through key strategic manufacturing relationships.

Responsibilities

Superior understanding of the category product, business management and sales challenges and strategies
Sets short and long-term manufacturing channel sales strategies
Develops relationships and structures partnerships with manufacturing channel partners
Proactively leads joint partner planning processes that develop mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship
Establishes and maintains key performance metrics
Coordinates development of sales and marketing materials required for manufacturing channel relationships to be successful
Promotes RemoteLock within manufacturing channel organizations
Trains sales resources within manufacturing channel and attends client meetings with them where possible
Directs leads developed within the manufacturing channel to the appropriate salesperson/team within RemoteLock
Develops repeatable, scalable processes for successful expansion across new and existing manufacturing channel relationships
Participates in RemoteLock sales discussions as needed
Proactively manages potential manufacturing channel conflict with other manufacturing sales channels
Recommends product and service enhancements to improve customer satisfaction and sales velocity
Evaluates effectiveness of manufacturing partner programs and improves upon them

Qualifications

4-7 years with major lock manufacturer
4-7 years experience in Access Control, PACS, SaaS
4-7 years experience developing manufacturing channel partnerships
Ability to negotiate and structure partnerships
Demonstrated Coaching, Leadership skills
Cross-functional expertise (sales, business development, marketing).
Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers, and customers
Excellent verbal and written communication skills
Strong GSuite/Microsoft Office skills
Excellent presentation skills
Bachelor's Degree
Travel 25%-50% with potentially some international travel

Salary Range: $90-120k base / $200k OTE

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