Customer Success Onboarding Lead

4 weeks ago

Falls Church, United States Kastle Systems Full time

Overview:

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

At Kastle, the best Onboarding Specialists are genuinely excited to help customers. You will serve as a daily business contact for our customers during the onboarding process, and will be responsible for responding to customer requests, troubleshooting, and resolving issues. You are patient, empathetic, and passionate about building connections with our clients. You love to solve problems and can put yourself in our customers' shoes. The most successful people in this role take ownership of client requests, communicate effectively, and find creative ways to deliver exceptional experiences to our clients. This is a great opportunity to learn our business by being on the front lines supporting customers, socializing the Kastle value proposition, and representing client needs and goals within our organization. This role presents excellent growth opportunities as you will learn the business from the ground up. Onboarding Specialists work as part of a larger team, and report to a Director, Client Services for all job duties.

Responsibilities:
  • Work closely with Kastle customers to ensure successful system operation (15%)
  • Work closely with customers and Client Service Representatives to ensure customer satisfaction and fast problem resolution (5%)
  • Partner with Sales, Project Management, and Customer Success Managers to ensure a successful, timely onboarding process (25%)
  • Coordinate involvement of any/all Kastle employees and resources to meet customer expectations and objectives (5%)
  • Monitor overall onboarding process to track/monitor progress and identify areas of concern with any lack of progression (15%)
  • Leads timely resolution efforts that best address customers needs (10%)
  • Answer direct and escalated client phone calls in a timely manner (5%)
  • Prioritize and delegate work (5%)
  • Engage directly with clients via email and phone (10%)
  • Monitor and report and escalate customer activity per expectations (5%)
Qualifications:
  • Bachelors degree or?1-3 years of customer service experience preferred.
  • Clear speaking voice, excellent telephone manner and professional writing skills.
  • Proficient in office 360, Word, Excel, Dynamics 360 and Customer Relationship Management (CRM) software


Company Overview:


The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, 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. Delivering a world class customer experience drives everything we do, and Kastles mission is to be our customers best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Equal Opportunity Statement:

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.

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