Benefits Information The candidate may be Remote near a major airport in one of the following states. The states for this position include: Minnesota Iowa Illinois Wisconsin Michigan Full-time employees will enjoy a competitive benefits package with options for you and your family including: • Paid Time Off • Paid Holidays • 401(k) Matching • Health Insurance • Vision Insurance • Life Insurance • Health Savings Account • Tuition Reimbursement • Employee Discount • Reduced Tuition Rates • Disability Insurance • Employee Assistance Program • 401(k) • Pet Insurance • Dental Insurance • Paid Training • Flexible Spending Account The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Equal Opportunity Employer Overview BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities. Qualifications Minimum Requirements Bachelor’s Degree in Criminal Justice, Business, Computer Science, Communications or related field or equivalent experience. At least of two (2) years’ experience in customer support or training. At least of three (3) years’ experience in corrections/criminal justice system preferred. Valid state driver’s license and the ability to safely operate a motor vehicle required for travel to customer sites. Working knowledge of Company products and services. Excellent oral and written communication skills. Excellent interpersonal skills. Excellent customer service skills. Strong presentation skills. Problem solving ability. Ability to handle multiple tasks simultaneously and prioritize appropriately. Strong computer skills. Ability to work independently without direct supervision. Ability to work with computers and the necessary software typically used by the department. Working Conditions: Encountered on a regular basis as part of the work this job performs. Typical office environment or work from home office. Requires at least 50% travel to customer sites. Use of standard office equipment such as copier, computer, keyboard, telephone and fax machine. Ability to lift up to 25 pounds required to set up equipment for training. Ability to stand, walk, stoop, kneel, crouch or crawl to set up equipment for training. Ability to use hands to finger, handle or feel and to reach with hands and arms to set up equipment for training. BI Incorporated Responsibilities Summary Develops and cultivates long-term, trusting business relationships with assigned accounts and stakeholders, acting as their primary liaison with the Company. Responsible to develop trusted advisor relationships with account stakeholders, ensuring a high level of customer satisfaction, resulting in the retention and growth of accounts through the use of the Company continuum of products and services. This position is not assigned sales quotas and is not eligible for sales commissions, but is eligible for a quarterly performance incentive and bonuses. Primary Duties and Responsibilities Focuses on and implements strategies to retain and grow assigned accounts. Provides customer-site training of electronic monitoring (EM) equipment and software products to ensure customers’ successful and effective use of the Company continuum of products and services. Proactively evaluates and identifies customer training needs, and conducts follow-up trainings as necessary. Provides technical support and programmatic assistance to ensure customers’ long-term use and satisfaction with the Company’s continuum of products and services. Stays abreast of incidents that require follow-up to ensure timely resolution to the customer’s satisfaction. Monitors and manages customers equipment levels to ensure that the Company meets contractual obligations regarding availability of equipment. Proactively works with customers to recover and return excess spare equipment and report any losses in a timely manner, in conjunction with Customer Business Services. Utilizes Customer Relationship Management (CRM) software to document account contacts and assist in the collection and maintenance of market share data in the assigned territory. Communicates with internal teams, including Sales Management, Product Management, Monitoring Operations, Customer Business Services, and Manufacturing to improve the entire customer experience. Assists customer with the implementation of new products and services, program requirements, staff training, and systemic contact. Assists customers with the implementation of new monitoring systems, and informs and prepares them regarding enhancements or changes to existing products. Provides product performance feedback to Sales Management, Product Management, Manufacturing, and, Engineering teams, as necessary and directed. Assists with billing-related administrative issues and price correction work in conjunction with Customer Business Services and Accounts Receivable. Provides court testimony for accounts within the assigned territory, related to the custody of records and general device functionality, as requested. Attends and represents the Company at national and local trade shows and events as directed to promote Company products, services and programs. Assists with conducting customer satisfaction surveys. Ensures follow through on problem areas. Assists with EM troubleshooting, training, and new office implementations for Reentry and ISAP programs, as directed. Performs other duties as assigned