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Client Success Specialist
2 months ago
Position Overview:
Kastle Systems, a leader in security solutions, is at the forefront of the property technology industry.
With a commitment to delivering innovative security technologies, Kastle Systems manages over 460 million square feet of real estate worldwide. Our clientele includes sectors such as commercial and multifamily real estate, education, and construction. We prioritize providing an exceptional customer experience, ensuring that our clients receive the most effective, efficient, and convenient security solutions available.
Role Summary:
The Customer Success Manager is tasked with nurturing and sustaining relationships with key clients across designated regions in the United States. This role is crucial in helping clients meet their goals and maximize the value they gain from our offerings. The Customer Success Manager is dedicated to delivering top-notch account management services that consistently surpass client expectations.
Growth Potential:
This role is perfect for individuals who excel in relationship management, possess a profound understanding of client needs, and are committed to fostering customer success. The individual will become a Subject Matter Expert (SME), articulating the Kastle value proposition and advocating for client objectives within the organization.
Key Responsibilities:
- Onboarding and Training (10%):
Conduct thorough online and in-person training sessions to familiarize clients with product features and best practices. Collaborate with Customer Support to ensure a smooth onboarding experience during the initial 30 days. - Client Advocacy (30%):
Serve as a client advocate within the organization, ensuring that services align with client expectations. Develop tailored engagement strategies to enhance the value clients receive from our services. - Customer Success Management (40%):
Oversee complex client accounts, addressing their needs and challenges to drive retention and renewal rates. Maintain organized records of client interactions and lead the resolution of critical issues. - Account Growth and Retention (20%):
Monitor and execute contract renewals and multi-year service agreements, identifying opportunities for upselling or cross-selling additional services that align with client goals.
Qualifications:
- Bachelor's degree in a relevant field (preferred but not mandatory).
- 2 to 5 years of proven experience in a customer-facing or account management role.
Work Environment:
Open office layouts with ambient noise typical of office or call center environments. Travel may be required.
Company Overview:
Kastle Systems is recognized as a leader in managed security, dedicated to providing innovative technologies that enhance safety and efficiency for clients across various industries.
Equal Opportunity Statement:
Kastle Systems is an Equal Opportunity / Affirmative Action employer, committed to diversity and inclusion in the workplace.
