Senior client manager

1 week ago

Chicago, United States Zego Full time

Responsibilities

  • The Senior Client Success Manager (CSM) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf.
  • We do this by driving enablement externally and advocacy internally.
  • Senior CSMs manage a portfolio consisting of the largest and most high value customers.
  • Proactively manage a portfolio of mostly Large (enterprise) customers.
  • Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Proactively identify and escalate at risk clients and product issues.
  • Ensure 95% call to action compliance.
  • Provide a high level of actionable insight and data analysis to provide value for our customers.
  • Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
  • Be viewed by clients as a trusted advisor that understands their business and how Zego can help impact key business results.
  • Participate in POD and attend Sprint review meetings.
  • Accurately document and update client records, support notes, and interactions within the various software systems (Salesforce, Jira, etc).
  • Consistently meet personal/team goals and quotas.
  • Develop and manage a book of clients from CSA covered segments.
  • Mediate between clients and the organization.
Qualifications
  • This requires a high level of product and industry knowledge along with effective account management skills.
  • Extensive experience in a client-facing/account management role.
  • Business savvy with a consultative, problem-solving approach.
  • Proven track record of success with a verifiable history of exceeding customer success goals.
  • Experience with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices.
  • Proven ability to work in a fast-paced, team-centered work environment.
  • Prior experience in SaaS, multifamily, or PropTech.
  • Technical aptitude and ability to identify alternative solutions to customer issues.
  • Ability to handle multiple, critical, high-priority issues with a sense of urgency.
  • Proficiency with Google Suite Products.
  • Excellent communication (verbal, written, interpersonal) with strong active listening skills.
  • Ability to demonstrate effective problem-solving skills and strong client orientation.
  • Detail-oriented and dependable, with a positive and inquisitive attitude.
  • Ability to multitask, prioritize, and collaborate cross-functionally.
  • Exhibit a high degree of self-motivation, drive, and a proactive nature.
  • Bachelor's degree or higher.
  • Three to five years of experience in a customer success role.
  • A track record of providing excellent customer advocacy.
About the role

The Senior Client Success Manager (CSM) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross-functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to help others.

Is your CV ready If so, and you are confident this is the role for you, make sure to apply asap.
Company information

Zego is a property technology company that modernizes resident experience management to boost retention, productivity, and NOI. Zego's mobile-first engagement platform for the residential real estate industry unifies the most critical resident touch-points into one app. Everything seamlessly integrates into your back-end system, from payments and utilities to communications and smart devices. Since its inception in 2003, Zego has grown from a payments provider to a comprehensive resident experience management platform. With more than 350 employees, Zego serves 6,000 residential real estate companies and over 12 million units nationwide. Zego is a company of Global Payments [NYSE: GPN] that provides financial technology services globally. Learn more about how Zego powers a better resident experience at gozego.com.

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