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.

Customer Success Manager

As the Customer Success Manager, you will be responsible for owning the success of RemoteLock client relationships and the access control companies leveraged to provide services to our customers. This includes onboarding, training and mentoring those that use or deploy RemoteLock solutions. As a key contributor to the RemoteLock story, you will be responsible for increasing customer adoption of our product line and building “raving fan” customer advocacy resulting in client growth, testimonials, and referrals.

Responsibilities

Own cultivating strong customer relationships with internal and external stakeholders
Optimize the RemoteLock® solution for each client. This will include both software and hardware components, consulting on their ideal access control practices and acting as a trusted advisor to guide our clients through their customer journey, continuous process improvement and adoption of RemoteLock solutions
Act as the voice of the customer providing input on key messaging, positioning, product market fit to the organization via collaborative relationships with product, support and sales audiences
Communicate internally and escalate as necessary to ensure customer needs are met.
Define, build, and deploy onboarding programs for enterprise clients
Aiding in the development and packaging of professional services based upon client needs including project delivery, training, data hygiene, access rule recommendations and others
Working with customers to define new opportunities including defining core access control needs, expanding locations, completion of data gathering including site surveys
Work with project managers to define project stakeholders, requirements and timeline expectations
Maintaining deep knowledge for troubleshooting RemoteLock Hardware and Software Products
Assure the accurate transition of clients from existing access control systems to RemoteLock including system configuration, data hygiene, employee permissions, access requirements, doors and door management, and credential management
Define and provide end user training to end customers and any channel partners servicing a customer opportunity. Examples include access control integrators, locksmiths, elevator companies
Define and document key use cases and processes for repeatable client experiences by industry
Transitioning clients to a support model post the implementation of projects
Increasing and maintaining customer renewal rates and reducing churn
Influencing higher product adoption by expanding existing customer relationships
Developing trusted relationships with client staff and leadership resulting in customer advocacy and the ability to develop case studies, customer testimonials, and referrals
Identifying opportunities for new sales and collaborating with the sales team on the definition of client specific solutions, statement of work, or responses to requests for proposal

Qualifications

Trusted Advisor, leader with passion about building a business around client trust and advocacy
5 + years delivering management or professional services
4 + years of customer success management in a software business; SaaS preferred
2+ years of access control experience with active learning to remain a subject matter expert
Excellent organization, time management, listening, written and oral communications skills
Strong situational awareness, ability to defuse conflict and rally collaboration for solution delivery
Ability to map organizational decision making, establish buy-in and increase product adoption
Comfortable speaking to people at all levels of an organization from front line workers, to business and operation management, project managers and senior executives
Experience creating and presenting customer facing training with high confidence
Inquisitive problem solver with the ability to investigate root problems and recommend solutions
Process-oriented with the ability to both improve existing process and develop new processes to assure optimal service delivery to our customers directly and through system integrators, locksmiths and other channel partners
Competent and confident communicating with both technical and business audiences
Ability to provide solution architecture advise on Access Control System panels a plus
Travel up to 50% to serve customers
Bachelor’s degree in a relevant field

Salary $95,000 - $105,000 Annually

Email to apply

Customer Support Representative

The Customer Support Representative is an integral part of the Customer Success, Support and Sales teams. This position's primary responsibility is to support the Remote Lock customer by providing exceptional customer service and resolving issues with our cloud-based software and hardware solutions.

Customer Support Representatives should have a strong work ethic, dependability, reliability, curiosity and hunger for learning, great communication skills and commitment to providing excellent service interactions with our customers.

Responsibilities

Providing Tier 1 and Tier 2 support for incoming customer 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 lock hardware, including but not limited to physical installation, connection to Wifi, and post-installation maintenance in RemoteLock software
Scheduling outbound client appointments for hardware and software support
Providing direct expertise and training to customers on the use of RemoteLock Software that will enable them to manage access to their properties and users access.
Processing customer warranty or refund claims
Maintaining ticket information using ZenDesk, 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
Working directly with customers purchasing hardware and software online to ensure an excellent customer service experience
Minimize client cancellations due to service quality challenges

Requirements

Minimum of 2 years 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, professional vocabulary and 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 multitask, prioritize, and manage time effectively
Dependable, Reliable, Strong Attendance
Working knowledge of customer service software, ticketing system, databases and tools (Zendesk and NetSuite 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,
Wi-Fi network knowledge a plus

Salary $18-20 per hour

Email to apply

Sales Development Representative

The Sales Development Representative is responsible for developing new sales opportunities through inbound lead follow-up and outbound cold calls and emails. This position requires detailed knowledge of the complete portfolio of RemoteLock solutions as well as general knowledge of components and systems supported through integration (Software Platforms and wireless locks by other OEMs).

Responsibilities

Develop qualified prospects to fill the sales pipeline and drive sales goals by pursuing all inbound leads using a defined qualification process.
Source new sales opportunities through outbound cold calls
Understand customer needs and requirements
Route qualified opportunities to the appropriate sales executives for further development and closure
Close sales and achieve quarterly quotas
Research and evaluate prospects prior to product demonstrations
Collaborate with sales and marketing to build a sales strategy for generating new prospects
Create and confidently deliver sales presentations/demos that demonstrate the superiority of our products and brand.
Report and maintain sales data through SalesForce that will influence monthly/quarterly sales reports, pipelines, forecasts, etc.
Analyze sales metrics to improve and grow sales strategy and performance
Respond to requests for information in a timely manner. Such requests include but may not be limited to; system design support, product feature and capability descriptions, price quotations, and review/response to system requirement specifications
Identify and report opportunities for RemoteLock to improve its competitive product advantages, operational efficiencies, and overall profitability
Improve overall job knowledge through educational seminars, professional trade publications, etc.
Other duties as assigned

Qualifications

Proven inside sales experience

Verifiable track record of over-achieving revenue goals year over year
Experience working with SalesForce or similar CRM
Excellent communication skills, both verbal and written
Strong listening and presentation skills
Demonstrate self-confidence, energy and enthusiasm in a professional manner
Present ideas, expectations and information in a concise, well-organized way
Ability to multitask, prioritize, and manage time efficiently
BA/BS degree or relevant experience

Salary $40,000 - $45,000 Base / $65,000 - $80,000 OTE

Email to apply

Sales Operations Specialist

As the Sales Operations Specialist, you’ll be instrumental in developing a data-driven culture to help position our sales team for our next leg of growth. You’ll partner closely with sales leadership by delivering insights into RemoteLock’s sales cycle and ensuring our tools and systems are running smoothly. This is a strategic, high-visibility role for someone who’s looking to be a fundamental part of building out our sales ops function and delivering strategic business insights to leadership.

Responsibilities

Define and analyze key sales metrics to inform our go-to-market strategy
Own and drive revenue forecasting
Optimization of sales process and campaigns based on data
Own measuring and reporting on sales practices enabling marketing success
Own SalesForce data hygiene and reporting
Manage our sales tech stack so our team can focus on winning new business
Oversee sales pipelines to ensure strong coverage and potential areas of opportunity
Partner cross-functionally with marketing and operations to optimize our sales funnels
Identify best practices across our sales teams to level-up our selling motion

Qualifications

5+ years of experience at a B2B SaaS company in a sales operations or revenue operations role
Fluency in Salesforce and Outreach and be ready to roll up your sleeves to debug an issue or improve a workflow
Deep understanding of SQL to answer critical business questions and share your findings with the larger organization
Comfortable taking noisy data and turning it into a meaningful story to share with multiple teams
Understanding of multiple ways to structure sales compensation plans
Exposure to territory planning and mapping
Understand B2B sales stages (MQL, opportunity, CW, etc.) to drive funnel efficiency
And ideally, be hungry to build out an awesome new function at the center of our sales strategy

Salary $80,000 - 100,000 Annually

Email to apply

Senior Project Manager

As the Senior Project Manager, you will be responsible for owning the successful delivery of RemoteLock client facing projects. This includes working directly with RemoteLock enterprise clients, client project management teams, hardware partners and other service providers to assure the successful completion of medium to large scale implementations. As a key contributor to the RemoteLock story, you will own the primary accountability for driving project implementation and delivery success.

Responsibilities

Work with customer and RemoteLock team members to gather, clarify and document project scope, critical success factors, desired outcomes and requirements
Create and manage project plans including named resources, dependencies and milestones
Coordinate internal and external schedules with RemoteLock team members, client participation, industry partners including equipment manufacturers, elevator service companies, access control system integrators and lock installers
Manage day-to-day execution of project implementations, including planning, facilitating, risk mitigation, documenting, status communications, and adherence to schedules
Create a wide variety of project management documents for enhancing project communications, stakeholder accountability, decision facilitation and understanding of project critical success factors
Ensure the use of best practices and apply lessons learned from previous projects; share findings with other project management team members.
Actively engage in driving work completion including self contributions on system configuration and training when required. Hands on leader
Work with Customer Success, Support, and Product teams to optimize the RemoteLock solution for each client

Qualifications

Self-Starter, driver, with the ability to lead a project from discovery through completion
5+ years of project management and delivery experience
Able to manage 2 to 3 concurrent projects of medium to elaborate complexity
Able to manage projects both remote and onsite; up to 50% travel may be required
Strong customer facing communications, conflict resolution and interpersonal skills
Able to identify, project dependencies, constraints and risks and pro-actively facilitate appropriate mitigation strategies to assure the completion of work
Experience coaching and motivating project team members, contractors and influencers to represent appropriate urgency, accountability, clear communications and action to assure positive outcomes and adherence to schedules
Able to constructively work under pressure and navigate difficult client conversations to build trust
Confident in their ability to drive results and bring projects back to center when chaos occurs
Knowledge of Microsoft Project, Smartsheets, Asana, Google and Microsoft suite of office products
Strong decision making, collaboration, facilitation and problem solving skill set
Excellent organization, time management, listening, written and oral communications skills
PMP Certification
2+ years of access control or related security experience is preferred
Bachelor’s degree in a relevant field

Salary $115,000-$125,000

Email to apply

Senior Product Owner

As a Product Owner at RemoteLock, you own your products from creation, into development and release, and ongoing maintenance. You are a key member of the Product team and work closely to prioritize and define new features and changes to the platform, collaborate with the Engineering team to make those a reality, then evangelize and enable features to the rest of the company. You will blend your technical understanding with your excellent communication and leadership skills.

Responsibilities

Gather and synthesize requirements from product managers, customers, subject matter experts, and internal stakeholders
Define feature functionality in collaboration with the Product Manager and Engineering
Break down features to be developed into executable milestones and individual user stories
Lead Agile sprint planning and manage day-to-day development activities with the engineering team
Manage and prioritize the features backlog for RemoteLock’s products
Perform acceptance testing and verify features' release readiness
Act as a liaison between Product and Sales, Customer Support, and Customer Success
Document features and changes to your products
Triage emerging issues and communicate timing and fixes with Customer Support
Collaborate on the design of new products and features
Improve existing processes for product definition

Qualifications

4+ years in product management owning one or more products in a SaaS environment
Ability to break down complex features into user stories
Ability to explain both big picture (why a feature is important, why the design is what it is) and fine details (detailed acceptance criteria)
Define epics and user stories, drive backlog allocations, collaborate on UI/UX and partner with the engineering team in the development life cycle
Accomplished working with teams, leading discussions, facilitating decision making and buy-in
Comfortable with technical details
Firm knowledge of SaaS, internet technologies, browser technologies, web apps, and mobile apps
Excellent written and verbal communication skills
Ability to work remotely and with remote teams
Technical fluency; understanding and discussing software architecture concepts, schedule tradeoffs, and new opportunities with technical team members
Agile Product Owner certification preferred
Experience with access control systems a plus

Salary $100,000 - $125,000

Email to apply