Customer Success Manager - Military veterans preferred

Kastle Systems


Customer Success Manager

US-VA-Falls Church

Job ID: 2024-4161
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

We’re hiring for a Customer Success Manager who will cultivate and maintain relationships with our key clients. The Customer Success Manager plays a pivotal role in ensuring our clients achieve their objectives and derive maximum value from our products and services. In this role you would deliver comprehensive and professional account management services that consistently exceed customer expectations.

This position is ideal for individuals who excel at account management, have a deep understanding of customer needs, and are dedicated to driving customer success. You would become a subject matter expert, socializing the Kastle value proposition, and representing client needs and goals within the organization.

Onboarding and Training:

• Facilitate seamless onboarding process for new clients, ensuring a smooth transition into our products and tools.
• Conduct comprehensive online and in-person training sessions to educate clients on product functionalities and best practices.
• Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period.
• Work in conjunction with the Project Management team to ensure a coordinated and smooth transition for clients.
• Collaborate on developing scalable account management practices and processes.
• Stay up to date on Kastle’s products or services, Kastle’s internal systems and processes to serve as subject matter expert for internal and external stakeholders.

Client Advocacy:

• Act as a client advocate within the organization, ensuring services meet expectations and advising on best practices while addressing client inquiries, concerns, and issues. Collaborate with senior team members and other internal stakeholders to ensure prompt and effective resolutions.
• Develop bespoke client engagement strategies aimed at maximizing the value derived from existing services, raising client awareness of industry trends, and positioning Kastle as a strategic partner in the client’s journey toward a mobile-first, data-driven, and integrated property management future.
• Collaborate with clients during reviews to develop and execute detailed success plans, ensuring alignment with their desired outcomes.
• Provide industry point-of-views, thought leadership, and insights into Kastle's product and service roadmap. Cultivate relationships with senior stakeholders beyond traditional end-users. Support Senior Client Advisors in creating client-facing communications.
• Leverage internal and client-facing data analytics tools to elevate discussions with clients from a security-focused approach to asset management-focused discussions.
• Enable clients to perceive Kastle as a crucial input for data-driven decisions related to property, asset, and portfolio management.

Customer Success:

• Manage large and often more complex and demanding client accounts that present greater technical challenges, understanding needs, and fostering relationships to drive retention and renewal rates.
• Manage Key Accounts under strict Service Level Agreements and other time constraints, ensuring adherence to agreements and implementing price increases.
• Maintain organized records of client interactions, account history, and activities in our CRM system.
• Lead timely resolution of critical cases and manage general administrative requests by clients such as invoice and documentation queries, reports, and other information provision as asked by clients.
• Engage proactively with clients through various communication channels (calls, emails, virtual meetings, on-site visits) to understand their goals, challenges, and expectations.
• Provide timely support and assistance as needed.
• Continually assess client needs, develop business recommendations, identify sales opportunities, and maintain records in the CRM system.
• Guide and support junior team members.
• Handle special projects and other duties as assigned.

Account Growth & Retention:

• Monitor, develop, and successfully execute contract renewals and multiyear service agreements.
• Leverage competitive bid and creation of frameworks/playbooks to retain clients, working in close collaboration with Senior, CSM, or Management.
• Collaborate with clients to execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal and retention.
• Execute strategies for increasing renewal revenue by implementing annual contractually agreed price increases across the account base.
• Continuously monitor and assess client needs to identify opportunities for upselling or cross-selling additional services that align with client goals for account growth. Assist in presenting business recommendations and maintain records in the CRM.
• Identify qualified leads and collaborate with the sales team to foster and expand partnerships, contributing to overall account retention and growth.
• Provide valuable insights about expansion, relocation, or adjustments in services to add value for customers.
• Engage in rate renegotiations or discussions regarding changes in services to maintain and grow customer relationships.
• Manage the book of business, aiming for portfolio growth in alignment with corporate directives.
• Oversee long-term agreement renewals to retain clients.

• Bachelor's degree in a related field (preferred but not required).
• 2 to 5 years of proven experience in a customer-facing role or account management.
• Effective communication skills, both written and verbal, and interpersonal skills.
• Strong quantitative skills, with ability to analyze and manipulate large volumes of data.
• Strong presentation skills, including ability to craft compelling presentations leveraging images and text.
• Exceptional problem-solving abilities and a proactive approach to challenges.
• Proficiency in customer relationship management (CRM) software is a plus.
• Excellent organizational and time management skills.
• Proficiency in customer relationship management (CRM) software is a plus.
• Excellent organizational and time management skills.

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