JOB DETAILS
Customer Success Representative
CompanyIC Realtime
LocationPompano Beach
Work ModeOn Site
PostedMarch 5, 2026
About The Company
No description available for this Company.
About the Role
CUSTOMER SUCCESS REPRESENTATIVE
Pompano Beach, FL | Posted: 2026-03-05
Who We Are
Founded in 2006, IC Realtime is a leader in the digital surveillance and AV industry, serving Residential, Commercial, Government, and Military security markets. For over 20 years, we've provided cutting-edge, reliable surveillance cameras and video recorders trusted worldwide.
Our People and Values
We believe that our collaborative environment and core values are key to our success. Our values drive our daily actions:
Integrity - Honesty and transparency in all that we do.
Courage - Standing up for what is right, even in the face of challenges.
Accountability - Owning our actions and making things right.
Respect - Valuing the rights, traditions, and feelings of others.
Excellence - Exceeding expectations and setting high standards.
Why Work for Us?
At IC Realtime, we offer competitive benefits, resources and professional development to support your growth. Our perks include:
Comprehensive Medical, Dental, and Vision plans
401(k) with a 3% safe harbor match (after eligibility period is met)
Unlimited Time Off policy for work-life balance
Free snacks and beverages on-site
Growth and advancement opportunities
A commitment to diversity so everyone can thrive
Your Next Career Opportunity:
At IC Realtime, the customer success team plays a crucial role in overall customer satisfaction, ease of use, likelihood of repeat purchases, and more. The Customer Success Representative will support the customer journey by relationship building with outbound calling and regular touchpoints as well as providing support for service and returns. This role is uniquely positioned to be a bridge between service and sales while also collecting valuable feedback from B2B clients. The CSR will be involved in aspects of support, account management, educating customers, and more. They are the best friend of our customers and our internal teams, as they remove friction on customer interactions, and help guide customers and increase satisfaction. All team members look to customer success for input across all key decisions.
Provide direct assistance for customer support, service issues, and product inquiries (helping us close the loop internally and connecting the customer to a successful outcome with the proper resources)
Serve as a primary contact for the onboarding of new customers, provide training and resources, as well as touchpoints to maximize the adoption of our products and services
Understand customer outcomes by communicating with customers, analyze customer health metrics, and coordinate with colleagues to respond accordingly to NPS scores with a goal of maximizing customer experience, success, and retention
Maintain a working knowledge of the company's policies and verify product warranties as needed
Create RMAs for Credit, Repair, Replacement, and Evaluation and process other inbound service inquiries
Collaborate closely with team members to support continued orders and opportunities for key accounts
Represent the voice of the customer to provide input into every core product, marketing and sales process
Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Actively work internally and externally to improve average customer lifetime value as well as reduce transaction churn rates
Other duties as assigned by management
What we're looking For
Experience
2+ years customer success or account management experience in a SaaS or Transactional Technology company.
Awareness of industry standard CX metrics and frameworks like NPS, CSAT, CES, CLV, etc.
Proven track record of working in a customer facing role
Strong proficiency in product training and being able to articulate technology to users of different skill levels
Experience working with an ERP system or similar CRM platform useful but not essential
Have, or be willing to learn, technical skills in installing and controlling ICR software applications
Skills and Qualifications
Educated to degree level preferred, but not essential
Experience working with and managing, stakeholders and customers
A high level of accuracy and attention to detail is required including the ability to calculate figures and amounts such as discounts, interest, prorations, and percentages.
Excellent communication and interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change
Ability to manage multiple tasks and projects at one time and prioritize time management
Driven, self-motivated, enthusiastic and with a "can do" attitude
Excellent phone etiquette and ability to relay policies and other pertinent information with empathy and understanding
Experience with security or camera surveillance industry preferred, but not required
Join us in creating memorable experiences for our customers by leveraging your skills in project coordination, relationship building, and strategic analysis. This role is perfect for energetic professionals eager to grow their career in a fast-paced environment dedicated to excellence in customer service!
Pay: $47,000.00 - $52,000.00 per year
Benefits:
401(k)
401(k) 3% Match
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Work Location: In person
Pompano Beach, FL | Posted: 2026-03-05
Who We Are
Founded in 2006, IC Realtime is a leader in the digital surveillance and AV industry, serving Residential, Commercial, Government, and Military security markets. For over 20 years, we've provided cutting-edge, reliable surveillance cameras and video recorders trusted worldwide.
Our People and Values
We believe that our collaborative environment and core values are key to our success. Our values drive our daily actions:
Integrity - Honesty and transparency in all that we do.
Courage - Standing up for what is right, even in the face of challenges.
Accountability - Owning our actions and making things right.
Respect - Valuing the rights, traditions, and feelings of others.
Excellence - Exceeding expectations and setting high standards.
Why Work for Us?
At IC Realtime, we offer competitive benefits, resources and professional development to support your growth. Our perks include:
Comprehensive Medical, Dental, and Vision plans
401(k) with a 3% safe harbor match (after eligibility period is met)
Unlimited Time Off policy for work-life balance
Free snacks and beverages on-site
Growth and advancement opportunities
A commitment to diversity so everyone can thrive
Your Next Career Opportunity:
At IC Realtime, the customer success team plays a crucial role in overall customer satisfaction, ease of use, likelihood of repeat purchases, and more. The Customer Success Representative will support the customer journey by relationship building with outbound calling and regular touchpoints as well as providing support for service and returns. This role is uniquely positioned to be a bridge between service and sales while also collecting valuable feedback from B2B clients. The CSR will be involved in aspects of support, account management, educating customers, and more. They are the best friend of our customers and our internal teams, as they remove friction on customer interactions, and help guide customers and increase satisfaction. All team members look to customer success for input across all key decisions.
Provide direct assistance for customer support, service issues, and product inquiries (helping us close the loop internally and connecting the customer to a successful outcome with the proper resources)
Serve as a primary contact for the onboarding of new customers, provide training and resources, as well as touchpoints to maximize the adoption of our products and services
Understand customer outcomes by communicating with customers, analyze customer health metrics, and coordinate with colleagues to respond accordingly to NPS scores with a goal of maximizing customer experience, success, and retention
Maintain a working knowledge of the company's policies and verify product warranties as needed
Create RMAs for Credit, Repair, Replacement, and Evaluation and process other inbound service inquiries
Collaborate closely with team members to support continued orders and opportunities for key accounts
Represent the voice of the customer to provide input into every core product, marketing and sales process
Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Actively work internally and externally to improve average customer lifetime value as well as reduce transaction churn rates
Other duties as assigned by management
What we're looking For
Experience
2+ years customer success or account management experience in a SaaS or Transactional Technology company.
Awareness of industry standard CX metrics and frameworks like NPS, CSAT, CES, CLV, etc.
Proven track record of working in a customer facing role
Strong proficiency in product training and being able to articulate technology to users of different skill levels
Experience working with an ERP system or similar CRM platform useful but not essential
Have, or be willing to learn, technical skills in installing and controlling ICR software applications
Skills and Qualifications
Educated to degree level preferred, but not essential
Experience working with and managing, stakeholders and customers
A high level of accuracy and attention to detail is required including the ability to calculate figures and amounts such as discounts, interest, prorations, and percentages.
Excellent communication and interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change
Ability to manage multiple tasks and projects at one time and prioritize time management
Driven, self-motivated, enthusiastic and with a "can do" attitude
Excellent phone etiquette and ability to relay policies and other pertinent information with empathy and understanding
Experience with security or camera surveillance industry preferred, but not required
Join us in creating memorable experiences for our customers by leveraging your skills in project coordination, relationship building, and strategic analysis. This role is perfect for energetic professionals eager to grow their career in a fast-paced environment dedicated to excellence in customer service!
Pay: $47,000.00 - $52,000.00 per year
Benefits:
401(k)
401(k) 3% Match
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Work Location: In person
Key Skills
Customer SuccessAccount ManagementCRMProduct TrainingNPSCommunicationRMA Processing
Categories
Customer SupportSalesOperations
Benefits
Health insuranceDental insuranceVision insuranceLife insurance401(k)401(k) 3% MatchPaid time offEmployee assistance programRetirement plan
Job Information
📋Core Responsibilities
Serve as a primary customer contact for onboarding, training, product and service support, and RMA processing, while building relationships through outbound calling and touchpoints. Act as a bridge between service and sales, gathering customer feedback and analyzing customer health metrics to improve satisfaction, retention, and lifetime value.
📋Job Type
full time
💰Salary Range
$47,000 - $52,000
📊Experience Level
2-5
💼Company Size
Not specified
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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