CPI Security is looking to hire a Corporate Controller to support and lead our accounting team, working out of our headquarters in Charlotte, North Carolina. CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work

Position Summary:

The primary responsibilities of the Corporate Controller are to:  

• Manage all operational entities within the Accounting Department including accounts payable, collections, accounts receivable, payroll, inventory and revenue.  
• Perform monthly close.  
• Prepare monthly, quarterly and annual reports for Executive Management Team.  
• Manage the treasury function for the organization. 
• Prepare monthly compliance reports. 

 This is an on-site position located at our corporate office in Charlotte, NC. 

Essential Functions

• The role will serve as a key business leader across multiple stakeholders within the company. 
• Manage all operational processes within the accounting function including accounts payable, collections, accounts receivable, payroll, inventory and revenue.  
• Ensure the company has relevant systems, financial controls, standard processes and procedures that support a strong internal control environment and an efficient operation
• The role will leverage and build systems and business process to achieve objectives and will require a continuous improvement mindset to build the scale to enable future synergistic growth.  
• Demonstrate strong technical accounting and business acumen to partner across the organization with a customer service mindset supporting various departmental needs. 
• Analyze financial data and trends to identify opportunities for cost savings and revenue growth
• Complete all activities necessary for monthly close including, but not limited to: preparing supporting documentation, reconciling accounts and creating corresponding reports. 
• Act as finance leader and liaison for various financial and tax initiatives and audits

Knowledge, Skills and Abilities Required

• Must be able to develop and maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts.  
• Demonstrate flexibility and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time.  
• Must have an automation mindset to drive scalable growth using various tools, including AI, process re-engineering or other technology.
• Must be self-motivated and able to take initiative to complete work in a highly accurate manner, within established timelines, guidelines and standards.  
• Must be able and willing to listen, work as a functional member of a team, and take direction as needed to meet goals and complete work.  
• Must be able to develop and sustain positive and harmonious working relationships with all customers and colleagues.  
• Must have good problem solving and decision-making abilities and possess a strong attention to detail.  
• Must demonstrate integrity and ethical soundness in all activities.  
• A confident and adaptable leader who thrives in a fast-paced team environment with a servant-leader mindset 

Other Experience Required

• 10+ years of experience in accounting 
• Bachelor’s degree in accounting required, master’s degree preferred 
• Prior experience in public accounting a plus
• Certified Public Accountant a plus
• Advanced Excel knowledge, i.e. VLOOKUP’s, Pivot Tables, SUMIF functions, required
• Experience in financial planning tools a plus
• Experience in financial strategy, planning, reporting and working capital management

What's In It for You!

• Competitive pay and the opportunity to work for an iconic brand.
• Great medical, dental, vision, short- & long-term disability, and life insurance options 
• Company paid holidays, floating holidays, and paid time off
• 401(k) plan with a competitive company match 
• Eligible for free monitored security system after 90 days
• Education assistance – we encourage and support our employees who want to improve their skills and further their education 
• An engaging and fun company culture that’s made up of a diverse group of people 
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities. 
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director
• Birthday and Work Anniversary Rewards

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Retention Specialist to join our growing team at our headquarters in Charlotte, NC! We are more than “just a security company,” and we offer more than “just a job.” CPI’s mission is to protect our customers while providing world-class service and peace of mind. That’s not something you can bottle up and sell – it’s a feeling and a comfort our customers are guaranteed by our Customer Retention Specialists.

What You'll Do:

• Provide fantastic customer service focused on dispute resolution and overcoming challenges
• Build value in the CPI brand to drive long term relationships with customers as a leading competitor in Security and Home Automation industry.
• Provide solutions-based approaches to retain customers who are considering service cancellation.
• Champion the customer care process, which includes, troubleshooting technical issues, answer questions or concerns regarding systems or services.
• Problem solve as you quickly identify the root cause of customer issues, pinpoint strategies to eliminate those issues, and work with customer to retain them. 
• Consistently improve retention rates and achieve retention goals.
• Handle each call with empathy, compassion, and professionalism to ensure excellent customer service. 

What We're Looking For:

• Upbeat personality and a fun, positive attitude 
• 2 - 3 years previous sales or customer retention experience
• Strong customer service and people skills 
• Ability to consistently meet and exceed performance targets 
• Coachability with a desire to grow professionally 
• Ability to work a flexible schedule, including weekends 
• Experience with CRM system such as SalesForce is a plus, but not required 
• Exceptional sales skills are a plus, particularly with strong upselling and closing abilities 

What’s In It For You:

• $50,000 to $80,000 Annual Compensation
• Base hourly rate with tiered commission structure, performance based, training and quarterly bonus
• Higher shift pay for working nights and weekends 
• Great medical, dental, vision, 401(k) with company matching, short- & long-term disability and life insurance options. Company paid holidays, floating holiday, and PTO 
• Free monitored security system after 90 days. 
• Engaging and fun company culture that’s made up of a diverse group of people  
• Talk about perks!  An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

CPI Security, a leader in the security and automation solutions industry, is looking for a Customer Support Advisor to join our growing team at our headquarters in Charlotte, NC! CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

What You'll Do:

In this role, you’ll be empowered to make decisions, communicating directly with customers to answer account inquiries, diagnose and resolve security system related issues with home automation and video products in order to provide customers with a satisfactory resolution to ensure complete satisfaction. When you become a Customer Support Advisor at CPI Security, you join an energetic group of people dedicated to making every day safer for our community and our customers. If you’re an experienced customer service professional, enjoy solving problems and keeping customers happy, and want a career with purpose, this opportunity is for you. 

Responsibilities

• Respond to and resolve customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
• Provide exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
• Effectively communicate CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
• Apply appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
• Perform alarm system downloads to ensure programming of alarm systems
• Assist field technicians with signal feedback, testing, and general customer account information needs
• Act as brand ambassador while setting the example of our people-first culture as you work with customers on completing customer satisfaction surveys

What’s In It For You!

• $40,000 - $50,000 average annual compensation
• Ongoing specialized, paid training and career growth opportunities.
• Great medical, dental, vision, short- & long-term disability and life insurance options, PTO and 401(k) plan with company match
• Eligible for free monitored security system after 90 days 
• Talk about perks!  An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

What We're Looking For:

• High school diploma or equivalent
• Minimum 2 years customer service experience, technical support experience preferred
• Phone-based support skills preferred
• Advanced typing and computer skills
• Thrive in a busy, fast-paced work environment
• A self-starter who can operate independently, within a team environment

CPI Security, a leader in the security and automation solutions industry, is looking for an Outbound Sales Advisor to join our growing team at our incredible corporate headquarters in Charlotte, NC! As a Sales Advisor, you will play a crucial role in driving sales growth and maximizing value from strategic partnerships with home builders. Your main responsibilities will involve servicing new home buyers of our partner builders, selling services including video, home automation, security and additional value-added services. There is no cold calling or prospecting required in this role as all leads will be provided by CPI.   The Business Development Representative role will reside in our Corporate Headquarters in Charlotte and will be working assigned new construction leads including new homeowners and communities. 

 What You'll Do:

• Convert company-assigned partnership new construction leads/opportunities into revenue-generating security customers for CPI through following actions: 
• Initiate outbound sales calls, emails, and SMS to potential prospects from a list of leads or opportunities to create solutions, sell services, devices and systems and schedule install  
• Conduct initial and follow-up phone calls to build relationships with key decision makers and nurture the sales process 
• Manage assigned prospect account lists and utilize Salesforce sales pipeline to accurately track prospects through the sales funnel to installation  
• Overcome customer objections effectively through applying advanced solution selling skills 
• Update and maintain prospect database and activity tracking on a daily basis 
• Meet sales quotas and revenue targets, while providing superior customer experience 
• Maintain contact with existing clients to make sure they are satisfied and request referrals 
• Ensure compliance with regulations and best practices for contact strategies 

What We're Looking For: 

• Organized, resourceful, and self-motivated with a good work ethic 
• Effective communicator (both written and oral) and strong listening skills 
• Strong sales funnel management skills 
• Be a self-starter who is driven to exceed targets 
• Prior experience in sales or an account management required 
• Experience handling large volume of outbound calls/contacts or experience in contact center-type environment 
• Experience and proficiency with CRMs, telephony needs, and help desk software (Salesforce etc) 
• Experience and proficiency with Microsoft Office (MS Word and MS Excel) required. 
• Must be able to pass required licensing as mandated by various state Alarm Boards 

What’s In It For You:

• $70,000 to $100,000 Annual Compensation
• Base hourly rate with tiered commission structure, performance based, training and quarterly bonus
• Higher shift pay for working nights and weekends 
• Great medical, dental, vision, 401(k) with company matching, short- & long-term disability and life insurance options. Company paid holidays, floating holiday, and PTO 
• Free monitored security system after 90 days. 
• Engaging and fun company culture that’s made up of a diverse group of people  
• Talk about perks!  An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

CPI Security, a leader in the security and automation solutions industry, is looking for a Sales Advisor to join our growing Inside Sales team at our incredible corporate headquarters in Charlotte, NC! This is more than “just a job” – it’s your chance for a fulfilling and purpose-driven career. As a Sales Advisor, you will play a leading role in our mission to protect our customers and what matters most to them. In this role, you'll work with homeowners to determine their needs and customize CPI home security and automation packages. There’s no cold calling, customers come to you! This isn’t just any sales job – you will make a difference in customers’ lives by helping them protect what matters most. 

What You'll Do:

• Sell residential, commercial, and new construction Security and Home Automation products and services via incoming phone calls 
• Promote, accurately describe and sell the details of our services or products in a knowledgeable manner, including upselling & cross selling when possible 
• Complete sales documents accurately to ensure Field Sales and Technicians have all the information they need to create a satisfactory experience for the homeowner 
• Actively listen to customers’ needs and provide a consultative and persuasive sales approach that champions the CPI brand from start to finish 
• Engage customers throughout the sales cycle to convert inbound and outbound opportunities into sales or confirmed appointments 
• Create and maintain a robust pipeline through the Salesforce CRM Platform and contribute to the sales database in multiple systems  
• Pursue customers in Salesforce and other CRM systems via outbound calls to further develop customer base 
• Excel in a fast-paced, sales driven environment where exceeding sales goals leads to long term success 
• Provide best-in-class customer care in all interactions 

What We're Looking For:

• Upbeat personality and a fun, positive attitude 
• 1-2 years previous sales experience preferred, but not required   
• Strong customer service and people skills 
• Ability to consistently meet and exceed sales quotas 
• Coachability with a desire to grow professionally 
• Ability to work a flexible schedule, including weekends 
• Experience with CRM system such as SalesForce is a plus, but not required 
• Exceptional sales skills are a plus, particularly with strong upselling and closing abilities 

What’s In It For You:

• $60,000 to $90,000 Annual Compensation
• Base hourly rate with tiered commission structure, performance based, training and quarterly bonus
• Higher shift pay for working nights and weekends 
• Great medical, dental, vision, 401(k) with company matching, short- & long-term disability and life insurance options. Company paid holidays, floating holiday, and PTO 
• Free monitored security system after 90 days. 
• Engaging and fun company culture that’s made up of a diverse group of people  
• Talk about perks!  An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director

Marketing Manager – Customer Retention & Lifecycle

Reports to: Director of Demand Generation Location: Charlotte, North Carolina

CPI Security is seeking a Marketing Manager – Customer Retention & Lifecycle to own and drive our customer retention and revenue growth efforts. Reporting to the Director of Demand Generation, you'll build and optimize customer journeys across our owned media channels — primarily email and SMS — while developing strategies that deepen engagement, reduce churn, and grow customer lifetime value.

We're looking for a strategic operator who can help us mature our personalization, segmentation, and marketing technology capabilities. If you're energized by shaping strategy and rolling up your sleeves to build it, this role is for you.

Key Areas of Responsibility

Lifecycle Strategy & Customer Journeys

• Develop and execute a lifecycle marketing strategy focused on retention, upsell,  and cross-sell across residential and commercial segments.
• Design and build automated customer journeys, primarily through email and SMS, that deliver personalized, relevant communications at every stage of the customer lifecycle.
• Map customer journeys by segment, identifying key touchpoints and opportunities to improve engagement and loyalty.

Build & Mature Our Personalization & Segmentation Capabilities

• Develop segmentation models based on demographics, behavior, lifecycle stage, product usage, and engagement — evolving from broad segments today to dynamic, data-driven personalization over time.
• Champion a test-and-learn culture, using A/B testing and experimentation to continuously improve relevance and performance.

Retention & Revenue Growth

• Build and launch targeted campaigns to reduce churn, increase renewals, and expand services within the existing customer base.

Data, Reporting & Optimization

• Track and report on campaign performance against key KPIs including churn rate, LTV, and engagement metrics.
• Leverage predictive analytics (as capabilities mature) to proactively identify at-risk customers and growth opportunities.
• Surface insights that inform decision-making across the marketing and sales teams.

Cross-Functional Collaboration

• Work closely with sales, product, customer success, data, and field operations teams to align lifecycle marketing with broader business goals.
• Partner with the commercial team on retention and revenue strategies for key clients.

What You'll Bring

• 5+ years of experience in lifecycle marketing, CRM, or retention-focused marketing.
• Hands-on Salesforce Marketing Cloud (SFMC) expertise — you've built journeys, campaigns, and automations in the platform.
• Strong analytical skills with experience in tools like Salesforce, Tableau, or Google Analytics.
• Deep knowledge of email and SMS marketing best practices, including segmentation, personalization, and deliverability.
• Collaborative, cross-functional mindset with strong project management skills.
• Bachelor's degree in Marketing, Business, or related field.

Bonus Points:

• Experience in security, technology, or subscription-based industries.
• Familiarity with predictive analytics and customer segmentation modeling.

What We Offer:

• Aggressive pay and the opportunity to work for an iconic brand
• Great medical, dental, vision, short- & long-term disability and life insurance options  
• Company paid holidays, floating holiday, and paid time off (PTO)  
• 401(k) plan with competitive company match  
• Eligible for free monitored security system after 90 days
• Education assistance – we encourage and support our employees who want to improve their skills and further their education  
• Engaging and fun company culture that’s made up of a diverse group of people  
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.  
• An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
• Birthday and Work Anniversary Rewards

CPI Security, in Charlotte, NC, is looking for a Product Delivery Manager to lead cross-functional initiatives that bring next-generation security, fire, automation products and services to market. This role bridges product evaluation, testing, marketing, training, sales, operations, support and coordinating every phase from ideation through production, certification, and customer delivery. You’ll ensure our products ranging from smart cameras and sensors to integrated alarm systems are launched on time and to the highest quality and security standards.

CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. CPI Security has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work

What You'll Do: 

• End-to-End Project Management: Drive the full lifecycle of product launches, including development, testing, release strategy, launch, and post-launch evaluation. 
• Cross-Functional Coordination: Act as the central liaison between Product, Marketing, Supply Chain, Sales, Operations, IT, Training, Human Resources, Customer Operations, Accounting, key thirdparty vendors and partners to ensure alignment, clear communication, and timely execution.  
• Scheduling & Execution: Build and maintain detailed launch plans, milestone schedules, and readiness trackers. Manage dependencies and critical paths. 
• Launch Readiness: Oversee all go-to-market preparation including installation documentation, logistics, sales process, marketing and customer training materials. 
• PostLaunch Metrics & Feedback Management: Monitor postlaunch performance and support trends, leading feedback loops with teams and customers to drive continuous improvement. 
• Risk & Issue Management: Identify potential risks and blockers early, develop mitigation strategies, and escalate issues proactively. 
• Communication & Reporting: Deliver clear, concise status updates and executive summaries. Serve as the single source of truth for product readiness. 
• Process Improvement: Continuously refine processes for faster, more reliable, and cost-effective product launches. 

Success in This Role Means: 

• New security products launch on schedule and meet all performance and compliance standards. 
• Teams are aligned, informed, and equipped to execute their deliverables seamlessly. 
• You are recognized as the driver who turns great products and features into successful, market-ready service offerings that help the business grow. 

What We're Looking For: 

Required: 

• Bachelor’s degree. 
• 5+ years of experience in project or program management, ideally within consumer electronics, IoT, or commercial and residential security products.  
• Strong understanding of both hardware and software product development cycles. 
• Proven success managing complex, cross-functional projects through launch. 
• Excellent communication, collaboration, and stakeholder management skills. 
• Proficiency with project management tools (e.g., Azure, Jira, Asana, Smartsheet, MS Project). 
• PMP certification. 

Preferred: 

• Experience working with connected devices (IoT), cloud-based platforms, or mobile app integrations. 
• Familiarity with residential and commercial security technologies (e.g., cameras, sensors, access control, alarms). 

What's In It for You!

• Competitive pay and the opportunity to work for an iconic brand.
• Great medical, dental, vision, short- & long-term disability, and life insurance options 
• Company paid holidays, floating holidays, and paid time off (PTO) 
• 401(k) plan with a competitive company match 
• Eligible for free monitored security system after 90 days
• Education assistance – we encourage and support our employees who want to improve their skills and further their education 
• An engaging and fun company culture that’s made up of a diverse group of people 
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities. 
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director
• Birthday and Work Anniversary Rewards.

CPI Security is looking to hire a Human Resources Operations Director (HRD) to serve our team and is based in Charlotte, North Carolina.  CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation’s top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina’s Top 25 Best Places to Work. 

Position Summary:

The HR Operations Director leads CPI's day-to-day human resources function with primary emphasis on employee relations, benefits administration, leave management, and oversight of the HR Business Partner team. This role ensures that HR services are delivered consistently, compassionately, and in compliance with all applicable laws and regulations. The Director serves as a trusted advisor to leadership on people matters and drives continuous improvement of HR processes, policies, and programs that support a positive and productive employee experience.

Essential Functions:

 HRBP Team Oversight & Leadership

• Directly manage and mentor the HR Business Partner team, providing guidance on day-to-day HR support for assigned business units. This team includes two HRBPs and a Benefits Specialist.
• Facilitate regular HRBP team meetings to share best practices, discuss emerging issues, and ensure consistent application of HR policies and programs.
• Support HRBPs in navigating complex situations involving performance improvement, organizational change, workforce planning, and employee engagement.
• Identify development opportunities for HRBP team members and cultivate a high-performing, collaborative HR function.

Employee Relations

• Serve as the senior point of contact for complex employee relations matters including workplace investigations, conflict resolution, disciplinary actions, and grievance procedures.
• Coach and counsel managers and HRBPs on performance management conversations, corrective action plans, and termination processes to ensure consistency and legal compliance.
• Monitor trends in employee relations cases and recommend proactive interventions, training, or policy updates to mitigate risk and improve the employee experience.
• Ensure thorough documentation of all employee relations matters and maintain confidential records in accordance with company policy and applicable regulations.
• Partner with Legal Counsel on sensitive employment matters, EEO complaints, and agency charges as needed.

Benefits Administration

• Oversee the design, implementation, and ongoing administration of all employee benefit programs including medical, dental, vision, life, disability, retirement/401(k), and ancillary plans.
• Manage annual open enrollment processes, vendor relationships, plan audits, and billing reconciliation.
• Ensure compliance with ERISA, ACA, COBRA, HIPAA, and other applicable federal and state benefits regulations.
• Evaluate benefit plan performance, utilization data, and employee feedback to recommend cost-effective enhancements that support recruitment and retention goals.
• Serve as the escalation point for complex benefits claims, appeals, and employee inquiries.

Leave Administration

• Direct the administration of all leave programs including FMLA, ADA interactive process/accommodations, short-term and long-term disability, workers' compensation, and company-specific leave policies.
• Ensure accurate tracking, timely communication, and compliant management of all leave cases from initiation through return-to-work.
• Coordinate with benefits carriers, third-party administrators, and payroll to ensure seamless processing of leave-related transactions.

HR Operations & Compliance

• Oversee core HR operational processes including employee onboarding/offboarding, HRIS administration, personnel file maintenance, and policy management.
• Ensure compliance with all applicable federal, state, and local employment laws and regulations; lead internal HR compliance audits and remediation efforts.
• Maintain and optimize HRIS systems and HR technology tools; evaluate and recommend enhancements to improve efficiency and data integrity.
• Develop and maintain HR reports, dashboards, and scorecards to support data-driven decision-making across the HR function.
• Advise and support employee engagement initiatives, including event planning, recognition programs, and culture-building activities. 

Knowledge, Skills and Abilities Required:

• Well-rounded, professional human resources experience in areas such as employee relations, safety and compliance, systems administration, talent development, performance management, talent acquisition, and/or policy creation/application.
• Demonstrated experience developing and implementing HR policies and procedures from a benefits administration, HR data reporting, and overall organizational perspective.
• Experience managing benefits programs, including claims escalations, billing and audit, plan design and legal/best practice compliance.
• Excellent communication and interpersonal skills, with a track record of building strong relationships with internal and external stakeholders both up and downstream.
• Ability to work independently and manage multiple projects simultaneously while providing delegating tasks to team members and periodic status updates to business stakeholders.
• Strong analytical and problem-solving skills, with experience mining, reviewing, and applying data to assist the business in informed decision-making.
• Strong knowledge of HR laws and regulations related to benefits administration and HR data reporting, including experience with HR compliance audits.

Other Experience Required:

• Bachelor's degree in Human Resources, Business Administration, or a related field; or equivalent combination of education and relevant experience.
• 8+ years of progressive HR experience with significant depth in employee relations, benefits, and leave administration, including at least 3 years in a leadership/management role.
• 5+ years of experience managing HRIS systems, UKG preferred.
• HR certification (PHR, SPHR, SHRM-CP, or SHRM-SCP) preferred.

What We Offer:

• Competitive pay and the opportunity to work for an iconic brand 
• Great medical, dental, vision, short- & long-term disability and life insurance options   
• Company paid holidays, floating holiday, and paid time off (PTO)   
• 401(k) plan with competitive company match   
• Eligible for free monitored security system after 90 days 
• Education assistance – we encourage and support our employees who want to improve their skills and further their education   
• Engaging and fun company culture that’s made up of a diverse group of people   
• Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.   
• An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff 
• Birthday and Work Anniversary Rewards 

Responsibilities

Qualifications

CPI Security, a national leader in residential and commercial security solutions, is looking for a Customer Retention Manager.  Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses, and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

We are seeking a transformative and high performing Sales & Customer Retention Manager who will play a significant role managing the attrition process and help our business reach new heights. The ideal person will be a hands-on leader who will design and implement customer retention strategies and work with a team of CFL (“Customer for Life”) representatives to increase loyalty, retain business and drive sales.

What You'll Do:

• Lead a team of CFL supervisors and representatives to facilitate the operations and activities within the CFL department including managing the attrition process, overseeing progress of Company resigns and Rmoves (including internal and external sales), responding to customer questions and concerns, and educating customers on proper use and maintenance of CPI Security system.
• Field escalated customer issues within CFL Department and demonstrate the aptitude to diffuse difficult situations and provide resolution to the customer.
• Monitor calls fielded by CFL Representatives to observe employee demeanor, professionalism, courteousness, accuracy and overall conformity to company policy and procedures and provide constructive critique and coaching when needed.
• Develops and maintains a high-performing, fun and energetic culture through an action-oriented, desire-to-win leadership style.
• Responsible for KPI’s including, but not limited to: Rmove conversion, Resign conversion, Attrition rate, Service Level/ Average Speed Answer, Productivity, and more.
• Build and maintain a high-performance team, and an engaging culture of excellence that includes, evaluating, developing, and motivating CFL representatives to achieve departmental success.
• Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees.
• Developing a talent strategy that attracts and retains a certain skill set needed for a high performing and evolving Sales and Customer Retention team.
• Refine, implement, and manage metrics, KPI’s, best practices, and workflow utilizing ERP and CRM analytics to consistently measure and improve performance to meet revenue targets.
• Record and monitor all daily team activities in CRM for needed actions and follow ups.
• Continuously look for process improvement opportunities and encourage employees to contribute new ideas and solutions to problems.

What We're Looking For:

• Must be able to effectively lead, manage and motivate others
• Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
• Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals
• Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts
• Ability and willingness to perform at a high level of competency to meet or exceed departmental standards while upholding the best interests of the customer and the company
• Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues and direct reports
• Strong verbal, written, analytical and computer skills
• Good problem solving and decision-making abilities

What We Offer:

• $90,000 to $120,000 annually based on experience and performance
• Ongoing specialized, paid training to reach your career goals  
• Great medical, dental, vision, short- & long-term disability and life insurance options. PTO, 401(k) with company match
• Eligible for free monitored security system after 90 days. 
• Education assistance – we encourage and support our employees who want to improve their skills and further their education  
• Engaging and fun company culture that’s made up of a diverse group of people    
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director