Customer Success Specialist

Job Title: Sales-Oriented Customer Success Manager / Estimator, Switzerland

Reports To: Service Manager

Department: Service

Location: Flexible within Switzerland (Hybrid Role with regular travel within Switzerland and potential travel within EMEA)

About Convergint: Convergint is a leading global systems integrator dedicated to delivering innovative technology solutions, including physical security solutions. Collaborating with a worldwide network of partners and manufacturers, we design, install, and maintain security, fire, life safety, and building automation solutions for enterprise clients. Convergint was built upon a solid foundation of 10 Values and Beliefs, which drive our unmatched culture and make us the industry's #1 global, service-based systems integrator. At Convergint, service is paramount—service to our customers, colleagues, and communities. We take great pride in protecting our customers and their communities' lives and assets with our solutions. Our unique, values-driven culture guides us in fulfilling our mission to be the premier service provider for our clients.

Position Summary: As a Sales-Oriented Customer Success Manager / Estimator, you will drive service sales, nurture customer relationships, and maximise account profitability while upholding Convergint’s vision and values. You will act as a trusted advisor to clients, ensuring they understand the value of service recommendations to maintain and enhance the efficiency of their security systems. This role combines proactive account management, sales growth, and the creation of tailored proposals and estimates to meet client needs and deliver exceptional outcomes. You will be pivotal in bridging client needs with cutting-edge security solutions.

What You'll Do (Key Responsibilities):

• Build and maintain strong, long-term relationships with clients, acting as their primary point of contact for service-related needs.
• Proactively identify and pursue sales opportunities within existing service contracts (upsell/cross-sell) and with new service clients to drive revenue growth.
• Translate client requirements into compelling, detailed proposals and service plans, ensuring compatibility with existing systems. This includes crafting winning proposals and estimates.
• Convert recommendations from planned maintenance and system health checks into actionable, client-focused sales proposals.
• Communicate service recommendations clearly, articulating their value to ensure clients understand the benefits of their security systems.
• Collaborate with service and project teams to align on client requirements and ensure seamless delivery of solutions. Collaborate with regional account managers, the SES “deal desk” team, and product partners.
• Monitor and analyse client responses to proposals, following up to secure orders and address any concerns.
• Maintain up-to-date knowledge of Convergint’s security products and solutions, proposing innovative enhancements to client systems where appropriate.
• Ensure all proposals adhere to Convergint’s pricing structures, service tariffs, and profitability margins.
• Identify and mitigate potential project risks, ensuring cost control and adherence to agreed timelines.
• Drive continuous improvement in customer satisfaction through proactive communication and tailored service plans.
• Conduct account reviews and potentially stock assessments to generate upsell and cross-sell opportunities for existing clients. Provide detailed surveys to fuel business growth.
• Ensure compliance with local regulations, health and safety requirements, and global account pricing agreements.
• Foster a collaborative environment, working closely with internal teams and clients to deliver outstanding service.

What You'll Bring (Skills Requirements):

• High-energy, results-driven, and a collaborative team player.
• Exceptional customer focus with the ability to anticipate and exceed client expectations, even under pressure.
• Strong commercial acumen with a proven ability to identify and close sales opportunities.
• Familiarity with Convergint’s product offerings, security systems, and their value propositions across vertical markets.
• A solid understanding of electronic security system principles and practices is desirable. Knowledge of enterprise electronic security systems is highly desirable. Knowledge of physical security systems (CCTV, access control, intrusion detection, fire prevention) is relevant.
• Ability to work independently, prioritise tasks, and manage multiple responsibilities in a fast-paced environment.
• Advanced verbal, written, and interpersonal communication skills to engage with clients and internal stakeholders. Outstanding verbal and written communication skills, with the ability to engage stakeholders at all levels and deliver impactful presentations. Strong negotiation skills.
• Strong organisational skills with the ability to juggle competing priorities effectively.
• Proficient in Microsoft Office (Outlook, Word, Excel) and comfortable with CRM tools.
• Analytical mindset with a proactive approach to problem-solving and solution development. Experience in bid writing and crafting winning proposals is advantageous.
• Fluent in English and ideally fluent in at least two major Swiss business languages (e.g., German, French).
• Valid Swiss driving licence with a clean driving record is required—willingness to travel regularly within Switzerland and potentially within EMEA.

Experience Requirements:

• Minimum of five years’ experience in a customer-facing role, ideally combining sales, account management, technical service, or engineering within the security or technology sector.
• Proven track record of driving sales growth and building strong client relationships.
• Experience in engineering and sales, with hands-on experience in enterprise electronic security systems, is highly desirable.
• Proven experience in sales, including selling into end-user accounts. Experience in the security or technology integration industry is highly desirable. Experience in commercial electronic security, fire alarm, or systems integration is particularly relevant.
• Experience in bid writing or crafting proposals is advantageous.

Education & Certifications:

• Education: College degree, trade school or equivalent experience. A Bachelor’s degree in Business Administration, Engineering, or a related field is desirable.
• Relevant industry-specific or IT certifications are required. Product-specific certifications are advantageous.

Work Environment: This hybrid role is flexible within Switzerland. It requires regular travel to client sites within Switzerland and has the option for remote working as needed. Occasional travel within EMEA may be necessary. For mobility, a valid Swiss driving licence and a clean driving record are required. Depending on the site requirements, the role may require personal protective equipment (PPE) such as safety glasses, hard hats, ear protection, or safety boots. You will thrive in a fast-paced, collaborative environment that values innovation, accountability, and excellence.

Company Culture & Benefits: Convergint's culture is built on service, integrity, and innovation. We foster a supportive and inclusive environment where every colleague can thrive. Guided by our core values, we prioritise our customers and uphold the highest standards of professionalism. Key benefits include:

• Holiday and paid time-off policies.
• Opportunities for professional growth and continuous learning. Convergint invests annually in colleague training.
• Flexible working arrangements to support work-life balance.
• Community engagement programmes encourage colleagues to give back.
• Annual performance-based salary reviews.
• Regular colleague events to foster team spirit.
• A competitive compensation package, including a commission plan.