Customer Success Manager

2 weeks ago

Remote, Oregon, United States Knock Full time

We are very happy to announce that we have officially re-opened our Ballard, WA HQ office for voluntary use In order to maintain safety, comfort and flexibility, we currently offer most employees the choice between 3 work locations: HQ-first, Hybrid or Remote; if there are specific location needs, the job description will indicate that below. It is also important to note that we are only able to hire employees who are eligible to work and are based in the US. We look forward to having you apply to join our team of Knockstars

The Role

This position is a key member of the Customer Success team. As a Customer Success Manager, you will partner with our customers to build positive relationships, drive long term value and adoption with our customers, and be an advocate for our customers internally. This role is key as you are a contributor to the voice of the customer.

This role will take ownership of a cohort of customers with a focus on long term relationships, value and growth. As the customer's partner, you will bring your insights and knowledge to support their success in product, in turn you will bring invaluable feedback to our internal teams to help us grow and scale with our customers.

The Team

At Knock our Customer Success organization consists of teams that work with our customers end-to-end for the entire customer journey: Implementation, Enablement, Adoption, Advocacy and Support. . We believe our customers deserve an outstanding experience, outcomes and our dedication to their success. Their success is our success.

Day to Day

  • Serve as the main point of contact for customers, acting as the shepherd to the appropriate process or persons as needed to resolve requests, and/or ensure outcomes.
  • Proactively connect with customers to provide updates, recommendations for best practices using Knock, and success insights as well as areas of opportunity
  • Partner cross departmentally to advocate for customer requests and issues
  • Communicate opportunities to expand Knock's relationship with existing customers by identifying unit expansion and product attachments that will support their organization
  • Partner on the renewal process with customers to propose solutions that meet the customers needs for their defined milestones for success.

Basic Qualifications

30/60/90 day expectations

  • Prior Customer Success Management experience working in SaaS with customers as they grow.
  • Experience managing a book of business of medium to large scale customers
  • Experience building trust and developing customer relationships
  • Ability to communicate value, leverage data, and influence decision making
  • Excellent listener with the ability to identify customer difficulties, apply knowledge of the product and industry, and communicate solutions with kindness
  • Strong organizational and time management skills to balance many customer relationships and their respective priorities
  • 30 Days: will complete onboarding, begin shadowing with fellow CSMs, and learn the product
  • 60 Days: will have working knowledge of the product, begin performing product demos/calls, and continuing to shadow with the team to advance knowledge of our industry
  • 90 Days: will be ready to take on customers and be assigned a book of business to nurture

Why You'll Love It Here

  • You'll join a category-creating company that has enthusiastic customers, an ambitious roadmap, and industry leading products.
  • You are comfortable taking risks and thinking outside the box.
  • Being part of a great team with solid infrastructure in place.
  • You want an opportunity to win, drive change and be in an environment that will optimize for your success.
  • You embrace our set of core values - determination, excellence, trust, and community.
  • Competitive cash and equity compensation.
  • Medical, dental, and vision coverage for full-time employees. Partial family coverage optional.
  • Flexible time off & paid holidays.
  • Parental leave program.
  • 401k with a match program to help you save for the future.
  • Learning & Development assistance.
  • #LI-REMOTE

About Knock

We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadn't evolved at the same pace as technology. Our mission was to improve the experience for both apartment renters and managers. We've developed an industry-defining SaaS platform, an intelligent front office platform providing the efficiency and business intelligence tools needed to maximize occupancy, rent growth, and customer happiness at every apartment community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards. In October 2022, Knock was strategically acquired by RealPage Inc helping solidify and strengthen the already impressive roadmap of new products and enhancements as well as our commitment to continue to provide best-in-class customer service. Read more here:

Our Values

To be successful and recognized at Knock, you should naturally encompass our S.T.A.R. values:

S - strengthen our communities

T - tackle difficult problems

A - adapt to change

R - raise the bar

We take these behaviors seriously and expect everyone to bring a positive KnockSTAR demeanor with them to work every day. At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in outstanding talent that works together toward a common goal. We've been especially fortunate to build an outstanding team that delivers real value to our customers each and every day. We can't wait to hear from you

Awards

We have been recognized over the past several years across multiple platforms as a best place to work. Most recently these awards have included:

Great Place to Work Certified (August

Built In Seattle's 100 Best Places to Work (2021, 2022)

Built In Seattle's 50 Best Midsize Places to Work

Built In Seattle's 50 Best Small Places to Work (2020, 2021)

Best Places to Work Multifamily (2021, 2022)

Best Places to Work Multifamily for Women (2021, 2022)

Inc. 5000 Fastest Growing Private Companies (2021, 2022)

NAA Best Places to Work - Suppliers

Important Information

Knock is committed to crafting a diverse environment and is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, disability status, or other characteristics protected by applicable laws. We welcome all and encourage all to apply

Please know that due to the nature of our business and housing potentially sensitive data, a background check is required to join Knock. We will, nonetheless, consider qualified applicants for employment with arrest and conviction records in a manner consistent with local requirements. Knock uses the E-Verify employment verification program.

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