Client Relations Manager -Anaheim

SSD Alarm; Anaheim (CA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401K

Medical Insurance

Dental & Vision Insurance

Life Insurance

Paid Holidays

Paid Vacations

Job summary

SSD Alarm in Anaheim, CA, seeks a Client Relations Manager to own the client relations department and shape the customer journey from onboarding to renewal. You will lead a team, resolve complex issues, and drive retention and recurring revenue growth while collaborating with Monitoring, Field Service, Sales, and Billing.

The role requires seven+ years in customer service with at least three in a supervisory capacity, plus strong data and CRM skills and excellent communication.

Qualifications

• Seven years of customer service experience, including three+ years in supervision/management.
• Experience in contracted services, recurring revenue, or alarm/life safety industry is a plus.
• Strong leadership and accountability with fairness and consistency.
• Comfort with data, CRM systems, and reporting tools to guide decisions.
• Excellent communication, coaching, and presentation skills.

Responsibilities

• Lead and develop a team of client relations professionals, including coaching and hiring decisions.
• Serve as top internal escalation for complex or sensitive customer issues.
• Own the customer experience from onboarding to renewal and drive retention and revenue growth.
• Review KPIs, identify trends, and report actionable insights to leadership.
• Manage customer feedback responses across social media and online reviews.
• Collaborate with Monitoring, Field Service, Sales, and Billing to resolve cross-department issues.
• Meet with customers in person as needed, including travel to client locations.

Skills

Leadership

Customer service

Data analysis

Communication

Problem solving

Tools

CRM systems

Reporting tools

Job description

Job DetailsLevel: ManagementJob Location: Anaheim Corp HQ - Anaheim, CA 92801Position Type: Full TimeSalary Range: $80,000.00 - $110,000.00 Salary/yearJob Shift: DayJob Category: Customer Service

With over 50 years in the industry, SSD Alarm has grown to become one of the largest and most respected providers of integrated security and fire solutions in the U.S. We own and operate our own UL Central Station and have built a strong reputation in the industry for technical expertise and service. Our company continues to grow by focusing on customer service excellence and leading in technology. We seek top talent in the Security Industry.

We are seeking a Client Relations Manager to join our team in Anaheim, CA. The ideal candidates are interested in career growth, detailed and have a passion for the security systems industry. SSD invests in employees’ personal and professional growth by providing on-going training opportunities to stay ahead of the competition. We value hard work and dedication and believe in fostering growth through internal development and promotion where applicable.

As our next leader, you will drive the department that shapes the customer experience every single day. This isn't just a customer service role. You'll be the leader who sets the tone for how our customers are treated across every touchpoint, from monitoring and billing to service concerns, system upgrades, and everything in between. If you love building strong teams, solving problems before they happen, and turning a great customer experience into real business results, we want to talk to you.

About the Role

You’ll take full ownership of the Client Relations Department, including its people, performance, and culture. Your day to day will include:

• Leading and developing a team of client relations professionals, from coaching and training to performance reviews and hiring decisions
• Acting as the top internal point of escalation for complex or sensitive customer issues
• Owning the customer experience across every stage of the relationship, from onboarding through renewal, and driving retention and recurring revenue growth along the way
• Reviewing KPIs and using data to spot trends, solve problems, and report actionable insights to leadership
• Managing how the team responds to customer feedback across social media and online reviews
• Partnering closely with Monitoring, Field Service, Sales, and Billing to resolve issues that cross departments
• Meeting with customers in person when needed, including occasional travel to client locations
• Championing new tools, workflows, and process improvements that make life better for customers and staff alike

Qualifications

At least seven years of customer service experience, with three or more years in a supervisory or management role. Experience in contracted services, recurring revenue, or the alarm and life safety industry is a big plus

• A track record of building strong teams and holding people accountable with fairness and consistency
• Comfort working with data, CRM systems, and reporting tools to guide decisions
• Excellent communication skills, whether you're coaching a team member or presenting to senior leadership
• Sound judgment and the ability to stay calm and solution oriented in high pressure situations
• A valid driver's license, an acceptable driving record, and the ability to pass a background check and drug screening

Benefits

We recognize people as our most valuable asset. Our competitive salary and benefits package includes 401K, medical, dental & vision insurance, life insurance, paid company holidays, and paid vacations.

SSD Alarm is an Equal Opportunity Employer. Employment contingent upon successful completion of post-offer background screening and drug testing.