Job Details

Summary

The Client Solutions Manager is responsible for leading and scaling our customer support operations across all current and future locations. This role oversees the Client Solutions Team and ensures high quality support for our security portfolio. The ideal candidate will be a strategic leader with a hands-on approach to team development, process improvement, and cross functional collaboration.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Team Leadership & Development

• Manage and mentor the Client Solutions Supervisor and Technicians.
• Develop and implement a comprehensive training program for support staff.
• Create and maintain documentation for troubleshooting processes and support workflows.
• Recruit and onboard new team members to support growth across locations.
• Foster a culture of accountability, continuous learning and customer first mindset.
• Responsible for establishing KPIs that reflect service goals and promote team accountability and improvement.

Customer Support Operations (Client Solutions)

• Oversee phone and email-based customer support for all security products.
• Ensure timely and effective resolution of customer issues.
• Monitor support metrics and implement improvements to enhance service quality.
• Develop a process to streamline technician roles and responsibilities in the field for greater efficiency and clarity.

Process & Systems Integration

• Collaborate with internal teams to cross train in NetSuite administration, network administration and phone system management.
• Support the Security System Engineer in understanding and adopting internal IT processes.
• Identify and implement tools and systems to improve support efficiency and scalability.

Strategic Growth & Planning

• Assess current support capabilities and develop a roadmap for expansion.
• Align support operations with company goals and future product offerings.
• Partner with leadership to ensure support readiness for new locations and services.

Competencies

• Strong organizational, analytical, and time management skills.
• Excellent verbal and written communication.
• High attention to detail, especially in data entry and reporting.
• Ability to work independently and cross functionally.
• Strong problem-solving skills with a commercial mindset.
• Ethical, reliable, and results oriented.

Required Education, Experience & Qualifications

• Proven experience in customer support leadership, preferably in technology or security systems.
• Strong understanding of technical support workflows and documentation.
• Familiarity with NetSuite, D-Tools, VoIP systems and IT infrastructure is a plus.
• Excellent communication, organizational, and problem-solving skills.
• Ability to lead cross functional initiatives and drive operational improvements.

Work Environment & Physical Demands

• This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, fax machines, and copy machines. Must be able to sit, stand, bend, stoop and lift up to 25 pounds.

Disclaimer

Compensation is commensurate with experience and relevant certifications. Relocation for any position offered is at the discretion of the hiring manager. Applicants must be able to pass a pre-employment drug screening, background screening and Motor Vehicle Report with favorable results to be considered for employment. Kingsmark Security Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.