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 $17-18 per hour

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 $65,000 - 80,000 Annually

Email to apply

Senior Firmware Engineer

As the Senior Firmware Engineer, you will be responsible for developing embedded solutions for the RemoteLock suite of wifi-connected locks. The engineer should be innovative and highly skilled in design and development of firmware on resource constrained tiny embedded systems and power with no OS. The role is also responsible for system level development including wireless / BLE protocols, handshake mechanisms, and communication with iOS and Android devices and cloud base software.

Responsibilities

Perform full firmware development cycle including requirements capture, project planning/estimating, analysis, development, board bring up, acceptance testing and configuration management
Design, develop and debug new firmware for electronic smart locks communication over WiFi and BLE
Maintain and improve existing designs and source code
Read and understand schematics, component datasheets and detailed technical specifications for interfacing, testing, and troubleshooting hardware
Implement low-level device control over SPI, I2C, UART, and other buses
Develop and manage software and design documentation. Maintain up-to-date documentation on all projects to include version control, list, and configuration files
Support root cause analysis and issue resolution of integrated software and electrical solutions
Design security to ensure secure lock with WiFi and BLE
Optimize for maximum battery life on embedded platform

Qualifications

6+ years as a firmware developer
4+ years of deep firmware design and development experience
Experience working with Electrical and Software Engineers collaborating on requirements
Ability to work with internal and external designers to optimize board performance against requirements
Expert in bare metal development
Expert in low level C and C++ programming
Expert in battery optimization for maximum device life
Expert in BLE (Bluetooth Low Energy) and 802.11 protocols
Experience in security / encryption for authentication and data integrity
Experienced in STM32 processors subsystems
Ability to develop for low power ARM MCU
Fluent in JTAG, UART, I2C, SPI and other interfaces
Knowledge of embedded system tool chains (IDEs, compilers, linkers, debuggers, git)
Ability to read schematics
Ability to test and debug complex problems using basic test equipment
Proven ability to develop project scope, budget, timeline and risk assessments for predictable date planning on new development
Bachelor’s degree in Electrical Engineering or a relevant field

Salary $110,000-$125,000

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