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. This includes onboarding enterprise clients and project management of large scale implementations. 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

Developing trusted relationships with client staff and leadership resulting in customer advocacy and the ability to develop case studies, customer testimonials, and referrals
Optimizing 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 process and rally internal stakeholders to the cause
Being the voice of the customer and collaborating across product, support and sales audiences internally to ensure customer needs are met.
Implementation leadership and project management for the onboarding of enterprise clients
Gathering, clarifying and echoing project needs, critical success factors and requirements
Aiding in the development and packaging of professional services based upon client needs including project delivery, training, data hygiene, access rule recommendations and others
Maintaining deep knowledge for troubleshooting RemoteLock Hardware and Software Products
Responding quickly to customer-submitted problems, questions, and requests, sometimes outside of typical business hours
Welcomed advanced contributions include:
Defining and optimizing Customer Lifecycle by understanding the customer journey, usage, satisfaction and identifying opportunities for continuous improvement
Increasing and maintaining customer renewal rates and reducing churn
Influencing future lifetime value through higher product adoption, customer satisfaction, and other customer health scores

Qualifications

Passionate, borderline fanatical about Customer Success and building a business around client trust and advocacy
4 + years of customer success management in a software business; SaaS preferred
4+ years of project management experience; Ability to create project management plans and tools for enhancing project understanding, schedules, deliverables and dependencies
Excellent organization, time management, and communications skills
Process-oriented with the ability to both improve existing process and develop new processes to assure optimal service delivery to our customers
Active listener, with strong problem-solving skills
Excellent written and verbal communication skills
Ability to navigate difficult client conversations building trust and defining paths to clarity
Comfortable presenting to and leading training for large groups
Ability to navigate multiple RemoteLock and vendor hardware and software platforms to investigate root problems and identify concerns and recommend solutions
2+ years of access control or related security experience is preferred
Bachelor’s degree in a relevant field
Prior experience landing and expanding account-based business or providing technical sales support is a plus

Email to apply

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!

Email to apply

Digital Demand Generation Marketing Specialist

RemoteLock is currently seeking an analytical, self motivated and creative thinker to fill the role of a Digital Demand Generation Specialist. This person will help run demand generation and digital activities across various digital platforms including Facebook, LinkedIn, Twitter, Google, Bing, and HubSpot and be responsible for driving marketing qualified leads to RemoteLock.com.

Responsibilities

Demand Generation:

Assist in establishing and maintaining scalable processes that ensure best practices in campaign and lead management across multiple technologies.
Assist in automation creation with workflows, lists, & campaigns within HubSpot
Support essential marketing & sales enablement within organization
Assist in finding creative ways to reach potential customers through digital channels

Digital Marketing

Work with stakeholders to establish social media strategy
Create and maintain social media marketing calendar and automation
Maintain digital marketing reports including, email, scorecard, and Google Analytics
Work with content marketing team to a/b test content through multiple mediums
Assist in SEO, SMM, SEM with Demand Generation Manager and/or agency

Email Marketing

Work with sales and marketing to create email campaigns, automations, and flows within HubSpot
Act as a liaison between sales and marketing for email communications
Maintain email report and assist with email reporting as requested by the marketing team

Qualifications

Bachelor's Degree in Marketing, Business or similar field of study
3+ years experience in digital, demand generation, or performance marketing, preferably B2B
Experience in executing paid search, paid social, and marketing automation campaigns
Creative and out-of-the-box thinker with an excellent understanding of growth marketing or demand generation
Experience in email marketing/marketing automation (Hubspot preferred)
Detail oriented and analytical
Thrives in a startup environment
Strong interpersonal, verbal and written skills
Agency experience preferred

Email to apply

Director of Inside Sales

RemoteLock, the leading provider of cloud-based software for smart lock management and access control, is looking for a Director of Inside Sales. As a sales leader, the Director of Inside Sales will be responsible for designing and executing strategic sales plans, coaching, developing and motivating their sales team, and providing market-based feedback to marketing and operations on factors including costs and competition.

Our ideal candidate will master the art of communication and demonstrate exceptional negotiation and leadership skills.

We are looking for that athlete ― the individual who will navigate difficulties, remove roadblocks and cross the finish line ― it’s just how you’re wired. Interested? Keep reading…

Here’s what needs to be done:

Design and implement strategic plans to reach sales targets
Establish a sales training program to train new employees
Establish a sales coaching and development program to develop the existing team
Run daily/weekly stand ups and one-on-one meetings with team members
Lead and motivate the team to improve sales velocity
Lead and motivate the team to drive high NPS and decrease churn
Support detailed reporting of the sales pipeline including activity, risk and opportunities
Own sales forecasting by week, month, quarter and year
Work collaboratively with marketing to optimize lead funnel activity
Systematically return market-based feedback on products
Recommending changes in products, features, service and policies in order to always maintain our position as a leader in the market
Pitching in wherever you can and stretching yourself professionally – after all we are a fast-growing team!

What you’ll bring to the team:

Minimum 7 years of experience in a similar role with significant SaaS experience
Bachelor's degree in Business, Marketing, Communications, or related field
Demonstrated and verifiable ability to lead a team and meet/exceed sales objectives.
Results-oriented with strong analytical skills
Capacity to manage various projects and work to tight deadlines
Excellent negotiation and leadership skills
Experience setting sales goals
Deep understanding of CRM systems and best practices (we use Hubspot)
Proficient in Google Suite and Microsoft Office
Refined communication style – polished personal presentation with the ability to communicate in writing and verbally with a technically diverse audience
A drive to succeed – You are energized by the hunt, committed to the sales process, competitive with a “never-quit” attitude, determined to produce results and achieve assigned goals
Accountability for individual and Team performance - internally motivated to achieve your goals and inspire others to achieve their best as well

And what you’ll enjoy as a member of the team:

A competitive compensation plan and benefits
A collaborative environment with a supportive leadership team
The opportunity to contribute to a wildly fun and disruptive technology

Email to apply

Quality Assurance Specialist

This position is responsible for Outgoing Quality Assessment (OQA), processing returned locks (RMA) and refurbishing defective locks.

Responsibilities

Final inspection. Ensure the quality of product meets requirements prior to shipping.
Inspection of returned products using defined root cause analysis to determine the failure mode.
Refurbish defective products by replacing defective parts, testing, and preparing for shipment.
Calibration of inspection tools.
Maintenance of a clean and organized workbench.
Maintain detailed records of inspection results.
Prepare quality reports by collecting, analyzing, and summarizing information and trends.
Record and document inspection processes.
Transact inventory movement within the company ERP system (NetSuite).
Assist with various quality related projects.
Work closely with Operations, Sales and Customer Support departments.
Other duties as assigned.

Qualifications

Accurately uses inspection equipment.
Proficient knowledge in dimensions and tolerances.
Exceptional attention to detail.
Follows procedures without deviation.
Understands likely problem areas and inspects these features more closely.
Work collaboratively with our product team and vendors to determine the root causes of deficiencies.
Qualities of positive contributors:
Exceptional attention to detail, rarely misses tolerances or notes on prints.
Works with vendors to eliminate problems before they occur.
Meticulous attention to detail
Diligently records results.
Confident and certain that inspection results are accurate.
Follows good practices, despite pressure.
Stands behind their data.

Requirements

Experience in electro-mechanical parts assembly, testing and inspection.
Experience in dimensional and visual inspection.
Experience in using inspection equipment, including calipers, micrometers, etc.
Strong attention to detail and good organizational skills.
Lifting and moving of boxes weighing up to 60 pounds.

Education

High School Diploma or equivalent required.
Associated degree or secondary education preferred.

Email to apply