Lead Client Success Strategist

2 weeks ago


Chicago, Illinois, United States Zego Full time

Position Overview
The Senior Client Success Manager (CSM) is a pivotal role focused on executing established success strategies with our clients, enabling them to achieve maximum value swiftly while collaborating across various departments to promote initiatives on their behalf.

Key Responsibilities
- Drive external enablement and internal advocacy.
- Manage a portfolio of high-value enterprise clients proactively.
- Cultivate and strengthen relationships with key stakeholders and executive sponsors through steering committees, regular engagements, reports, and events.
- Collaborate closely with cross-functional teams to translate business needs and product specifications into innovative solutions for clients.
- Identify and escalate potential risks associated with clients and product challenges.
- Maintain a 95% compliance rate for call-to-action initiatives.
- Deliver actionable insights and data analysis to enhance client value.
- Actively participate in team meetings, providing feedback for process improvements while promoting a culture of teamwork.

Client Relationship Management
Be recognized by clients as a trusted advisor who comprehensively understands their business and how Zego can positively influence key performance metrics.

Documentation and Reporting
- Accurately document and update client records, support notes, and interactions within various software systems (e.g., Salesforce, Jira).
- Consistently achieve personal and team objectives and quotas.
- Develop and oversee a portfolio of clients within the designated segments.
- Serve as a mediator between clients and the organization.

Qualifications
This role demands a high level of product and industry expertise coupled with effective account management capabilities.
- Extensive experience in client-facing or account management roles.
- Business acumen with a consultative, solution-oriented approach.
- Proven success record with a history of surpassing customer success objectives.
- Familiarity with Salesforce or similar CRM systems, support, and ticketing software best practices.
- Ability to thrive in a fast-paced, collaborative work environment.
- Prior experience in SaaS, multifamily housing, or PropTech sectors.
- Technical proficiency and capability to identify alternative solutions for client challenges.
- Capacity to manage multiple high-priority issues with urgency.
- Proficiency in Google Suite Products.
- Exceptional communication skills (verbal, written, interpersonal) with strong active listening abilities.
- Demonstrated problem-solving skills and a strong client-centric orientation.
- Detail-oriented, reliable, and possessing a positive, inquisitive mindset.
- Ability to multitask, prioritize effectively, and collaborate across functions.
- High degree of self-motivation, initiative, and a proactive approach.
- Bachelor's degree or higher.
- Three to five years of experience in a customer success capacity.
- A proven track record of advocating for clients.

About Zego
Zego is a property technology firm dedicated to modernizing resident experience management to enhance retention, productivity, and net operating income (NOI). Our mobile-first engagement platform for the residential real estate sector integrates essential resident touchpoints into a single application. Everything seamlessly connects to your backend systems, from payments and utilities to communications and smart devices. Since our establishment in 2003, Zego has evolved from a payments provider to a comprehensive resident experience management platform, serving over 6,000 residential real estate companies and more than 12 million units nationwide.



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