Customer Experience Manager - Technical Training & Enablement

Position Overview As a Customer Experience Manager at OpenEye, you will be instrumental in enhancing our customers' journey with our innovative products and services. We are looking for a strategic thinker who is passionate about customer success to lead the development of onboarding, training, and self-service resources, including an extensive knowledge bas…

OpenEye, based in Liberty Lake, Washington, develops cloud video platforms for security, business intelligence, and loss prevention. With more than two decades of experience, the company designs video management systems used in schools, hospitals, banks, and retail stores worldwide. OpenEye works through a network of certified service providers and is part of Alarm.com. More information is available at www.openeye.net. Role overview The Partner Training Specialist leads education initiatives for OpenEye's channel partners and customers. This position manages training content, certification programs, and live webinars, combining program management, content creation, and product advocacy. The role centers on helping partners and end users understand and use OpenEye’s products effectively. Success is measured by the reach and quality of training programs and the ability to explain complex product features in clear, engaging ways. What you will do Develop and deliver training courses, certification programs, and assessments for OpenEye products and services, supporting both internal staff and external customers. Review training data to assess utilization and effectiveness, then recommend improvements that align with company goals. Create video FAQs that address frequent support and product questions. Work closely with product and marketing teams to ensure training materials match product messaging and branding, reinforcing OpenEye’s value. Manage the biweekly partner webinar series, including topic planning, content creation, platform setup, partner communication, and post-session material publication. Serve as the primary host and facilitator for live sessions. Support onsite training at corporate and field locations as needed. Plan, script, record, and edit product training videos using screen recording and editing tools. Distribute finished content through the LMS, video platforms, and knowledge bases, ensuring product value is clearly communicated.

Senior Customer Success Manager Who We Are OpenEye is at the forefront of intelligent cloud video technology, empowering individuals and organizations to enhance their security and operational efficiency. Our innovative cloud-managed video solutions, combined with AI-driven analytics, provide actionable insights that enable businesses to thrive. As a subsidiary of Alarm.com, OpenEye's offerings are available worldwide through a trusted network of certified service providers. Discover more at www.openeye.net. We are on the lookout for a dedicated Senior Customer Success Manager to join our dynamic team. Do you have a passion for transforming enterprise customer experiences into measurable success? We seek a knowledgeable advisor who excels in creating customer value through strategic initiatives while contributing to team growth. If this resonates with you, we encourage you to apply! Job Summary As a Senior Customer Success Manager, you will play a pivotal role in nurturing our customer relationships. You will act as a trusted advisor to enterprise clients, ensuring a seamless journey from onboarding to becoming advocates for our solutions. In our B2B2B landscape, you'll adeptly manage relationships with end-users and essential channel partners. This crucial role is not just about overseeing accounts; it's about building processes, strategies, and a robust culture of Customer Success at OpenEye. Responsibilities Oversee the overall success of a dedicated portfolio, driving mutually beneficial outcomes throughout the post-sale customer lifecycle: Onboard, Adopt, Retain, Grow, Embed, Advocate. Create and implement data-driven account strategies that identify potential risks, align with customer goals, and maximize value and ROI. Consult and devise change management strategies to facilitate user adoption and integrate OpenEye solutions into core business functions. Conduct impactful Quarterly Business Reviews (QBRs) with key stakeholders, showcasing value, sharing insights, and aligning on strategic objectives. Collaborate with Account Executives, Partner Success Teams, and Channel Partners in a shared ownership model to influence positive outcomes. Lead the Voice of the Customer program for your portfolio, translating client feedback into actionable insights and fostering customer advocates for case studies, testimonials, and referrals.

Join Our Team at OpenEyeOpenEye is at the forefront of delivering innovative cloud video technology designed to enhance safety, productivity, and learning experiences. Our powerful cloud-managed video solutions, combined with advanced AI-driven analytics, provide invaluable insights that bolster security and streamline operations. As a subsidiary of Alarm.com, we are proud to offer our solutions worldwide through a reliable network of certified service providers. Discover more about us at www.openeye.net.We are currently on the lookout for a skilled Implementation Manager to become an integral part of our expanding team.Are you an experienced project manager adept at guiding clients through intricate technical deployments? We are in search of a strategic coordinator who will manage hardware and software implementations across multiple sites, ensuring rapid delivery of value to our customers. If this aligns with your expertise, we encourage you to apply!Position OverviewAs the Implementation Manager, your role will be pivotal in driving customer value and satisfaction. You will act as a trusted advisor, guiding clients through their onboarding experience. Your responsibilities encompass a wide range of tasks, from pre-sales proof of concepts (POCs) to initial deployments, along with overseeing strategic expansions and integrations for our established clientele. Your efforts will ensure that every project is completed on time, within scope, and focused on achieving desired business outcomes.Key ResponsibilitiesComprehensive Project Management: Lead and oversee the complete lifecycle of all implementation projects, including initial setups for new customers and strategic initiatives (such as site expansions and platform integrations) for existing clients.Complex Deployments: Create, maintain, and execute detailed project plans for large-scale, multi-site deployments while coordinating with customers, partners, and internal teams to guarantee that projects stay on schedule and within budget.Strategic Project Scoping: Collaborate with Sales and Customer Success teams to define new projects, providing implementation guidance during the pre-sales phase for prospects and during the expansion or renewal phase for current customers.Customer Empowerment: Establish project-specific use cases and success criteria from the outset, and lead structured training, system configuration, and enablement sessions to ensure a rapid time-to-value.Stakeholder Engagement: Act as the primary contact during the project lifecycle, ensuring effective communication and collaboration among all stakeholders.

OpenEye is hiring a Director of Product Management to lead the product strategy for its video security platform. This position is based in Liberty Lake, Washington, and plays a central role in shaping how organizations worldwide use proactive, reliable intelligence to protect what matters most. The Director will turn market trends, customer feedback, and competitive insights into a clear product roadmap for Video Security as a Service (VSaaS) and intelligent video technology. This leadership role involves guiding a team of Product Managers and strengthening product discovery and strategy across the company. The focus is not just on feature releases but on solving real customer problems and delivering measurable business outcomes. Success in this role requires experience managing revenue-generating product portfolios, leading large-scale cross-functional initiatives, and supporting executive decisions with data and insight. Balancing long-term vision with near-term priorities is essential, especially as OpenEye expands in an AI-driven, cloud-first security market. Key Responsibilities Define and align product vision and strategy with company goals and market opportunities. Mentor Product Managers and support their growth in discovery, planning, and product expertise. Lead product discovery through customer engagement, market analysis, usability studies, and data-driven experiments. Refine and prioritize the product roadmap based on customer value, business impact, and technical feasibility. Translate market needs into detailed product requirements, acceptance criteria, and success metrics. Work closely with Engineering, UX, and Quality Assurance to ensure high-quality, timely delivery of roadmap items. Set measurable KPIs and accountability systems to track adoption, retention, revenue, and customer satisfaction. Shape the go-to-market approach with Sales, Marketing, and Customer Success partners. Serve as a cross-functional leader, balancing stakeholder priorities and communicating strategy at all levels. Advance the use of AI and emerging technologies within the OpenEye platform and product organization. Champion ongoing improvement in product management practices, tools, and organizational effectiveness. Other duties as assigned.

Join OpenEye as a Revenue Operations Manager, where you will play a pivotal role in driving revenue growth and operational efficiency. You will collaborate with cross-functional teams to optimize our sales processes, ensuring that our strategies align with company goals and enhance customer satisfaction.

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