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Customer Success Manager

2 months ago

Houston, United States Kastle Systems Full time

Overview:

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

Kastle is the nations leading provider of Managed Security Services. Our customers depend on us every day and include the whos who of commercial real estate, distinguished global retail brands, leading commercial enterprises and critical government facilities. We are committed to providing a Wow customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industrys best and we work hard to create a culture that provides a compelling career for talented individuals.

Given Enterprise Accounts business model of recurring monthly revenue received from high profile accounts for rendered services, retention and renewal of subscription fees plus opportunities for additional services sale and upsell opportunities primarily from the same accounts, Customer Success team is critical to Enterprise Accounts profitability and growth. This leadership position is, therefore, vital to own driving success for our customers. This roles responsibilities are for all encompassing Customer Success activities, such as customer on-boarding, support (ticket/case responsiveness and resolution), services adoption (customer orientation/training), being the voice of the customer to Kastle (advocacy), and successful outcomes (customer satisfaction, renewal, retention, upsell, new sales).

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Paid Time Off, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices Please visit Kastle Careers for more information about working with us.

Responsibilities:
  • Serve as the primary point-of-contact for EA clients without an assigned CSM for all operational (non-sales) issues, including new account/site setup, invoicing; serve as first escalation point for all front-line issues.
  • Attend EA Client Kickoff Meetings
  • Work with clients, PMs, CSMs, and BDMs to complete Client Workbook & CAP before completion of install; upload of personnel to myKastle, initial setup of admins and authorizers, updates to NCA notes with card definition information and other client-specific information, upload and configure floor plans in myKastle, update BIB and Red Tag with service-specific information.
  • For accounts without CSMs assigned, write CCRs.
  • Manage the new workbook process for the EA clients without an assigned CSM.
  • Create and maintain a Communication Plan, Account Logs / Partnership Trackers, and other documents as needed for all non-CSM assigned accounts; share the document with current/new client POCs on a regular basis.
  • Act as the clients advocate inside Kastle by coordinating with other departments or regions, escalating problems to EA Management, and providing follow-up information back to the client aka close the loop.
  • Activate new sites/systems for all assigned clients, including Enterprise and authorizer/admin setup, signal and reader schedules, EPL/Programming TOCO/class up process, Accounting TOCO process, and all other documentation in our systems. CSM owns these processes through closure.
  • Lead special projects for assigned clients; examples include the cleanup of readers, reader groups and access profiles (APs), consolidation and cleanup of personnel records in myKastle, conversions to Access Profiles and myKastle schedules.
  • Manage the invoicing process, including all inquiries and errors, line-item detail requests, including deacts, consolidation of invoices, and all CCRs; manage the escalation process based on negotiated financial terms for each client.
  • Write service orders in CRM
  • Setup and change Contacts and Procedures (CAP) as directed by clients for non-CSM assigned accounts.
  • Process authorized changes to a clients Enterprise, including Permission Profiles and Authorizers.
  • Update relevant information in free-text systems, as needed, including Red Tag (BIB), and NCA.
Qualifications:
  • Bachelors degree preferred
  • 2-4 years of Customer Success Manager / Coordinator type experience
  • Ability to create, maintain, and enhance customer relationships
  • Professional, polished in appearance and able to communicate in a detailed and articulate manner
  • Technical competence (understanding of software, hardware, networks, etc.)
  • Detail oriented, motivated, persistent and a skilled negotiator
  • High level of initiative, self-directed, and works well in a team environment
  • Experience training customers on the use of technology
  • Experience in navigating through complex set of legacy and current technology platforms (Microsoft Dynamics CRM, AX, and proprietary software, among others).
  • Must be able to work overtime, weekends, and/or nights when required.


Company 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 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.