Client Success Specialist

2 weeks ago

New York, New York, United States Kastle Systems Full time

Position Overview:

The Client Success Specialist is essential in guaranteeing our clients' satisfaction by employing a consultative methodology throughout the entire client journey. This role requires proactive engagement with clients to identify their requirements, offering assistance, and promoting account growth and retention strategies.

This individual will manage a portfolio of clients, providing strategic guidance on significant accounts while receiving mentorship from a seasoned Client Success Manager. They will create and implement a thorough and professional client success initiative that consistently surpasses customer expectations, ensuring clients derive maximum value from our offerings.

Career Development: This role presents an outstanding opportunity for those looking to initiate or advance their careers in client relations, honing essential skills such as communication and relationship management. The successful candidate will gain insights into our operations by directly supporting clients, becoming a Subject Matter Expert (SME), articulating the Kastle value proposition, and advocating for client needs and objectives within the organization.

Alongside a supportive work environment, we offer comprehensive benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.) and take pride in being recognized as a Certified Great Place to Work, with accolades for being a Top Workplace with exemplary DE&I Practices.

Base Annual Salary Range: $58,000 - $71,000

Key Responsibilities:

Onboarding and Training:

  • Ensure a seamless onboarding experience for new clients, facilitating a smooth integration into our products and tools.
  • Conduct thorough online and in-person training sessions to familiarize clients with product features and best practices.
  • Oversee onboarding activities for new sites and collaborate closely with Customer Support for effective guidance during the initial transition period.
  • Work alongside the Project Management team to guarantee a coordinated and efficient client transition.
  • Collaborate on developing scalable account management practices and procedures.

Client Advocacy:

  • Serve as a client advocate within the organization, ensuring all services are delivered as promised, understanding client security and facility needs, and advising on best practices.
  • Develop a comprehensive understanding of client objectives, challenges, and aspirations.
  • Assist clients in formulating customized plans and strategies to achieve their goals.
  • Implement and monitor strategies, measuring success against established goals and KPIs.
  • Address client inquiries, concerns, and issues, collaborating with senior team members as necessary.
  • Coordinate responses for issues beyond primary responsibilities, such as project status, support issue escalation, and sales opportunities.

Customer Success:

  • Support experienced account managers in overseeing client accounts, understanding their needs, and nurturing relationships to enhance client retention and renewal rates.
  • Assist key accounts under strict SLAs, ensuring compliance with service level agreements and timelines.
  • Engage with clients to comprehend their goals, challenges, and expectations, providing timely support through various communication channels and occasional on-site visits.
  • Foster cross-functional relationships with internal teams to ensure an exceptional client experience, from high-quality service delivery to prompt issue resolution.
  • Offer personalized advice and guidance to clients, aiming to optimize their experience and outcomes.

Account Growth & Retention:

  • Contribute to strategies for increasing renewal revenue by implementing annual contractually agreed price adjustments across the account base.
  • Continuously assess client needs to identify opportunities for upselling or cross-selling additional services that align with client objectives for account growth. Assist in presenting business recommendations and maintaining records in the CRM.
  • Collaborate with clients to develop and execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal and retention.
  • Generate leads and work with the sales team to foster and expand partnerships, contributing to overall account retention and growth.

Qualifications:

  • This role is designed for the right candidate, regardless of years of experience. Recent graduates and those with 1-3 years of relevant experience are encouraged to apply.
  • Candidates with experience in related fields, such as sales and customer support, are also encouraged to apply.
  • A bachelor's degree or equivalent is required; all majors are welcome, with some quantitative coursework (math, computer science, etc.) preferred.
  • A strong growth mindset and self-starter mentality, with a willingness to tackle challenging problems, are essential.
  • Excellent communication skills, both written and verbal, along with strong interpersonal and problem-solving abilities.
  • Capability to manage multiple tasks simultaneously and thrive in a fast-paced environment.
  • Aptitude for analyzing data and deriving insights to enhance customer success.
  • Hybrid workplace: Must be able to work in the office a minimum of 3 days per week and from home on the remaining days.

Compensation:
Exact compensation may vary based on skills, experience, and education.

Company Overview:
Kastle Systems is a leader in managed security, recognized for introducing innovative technologies to serve over 460 million square feet of real estate globally. Our clients span the commercial and multifamily real estate, education, and construction sectors. Delivering a world-class customer experience is at the core of our mission, and Kastle aims to be our customers' premier service provider, ensuring their security is effective, efficient, and convenient. Our integrated security solutions, including access control, video, and remote video monitoring, significantly reduce costs while enhancing the critical 24/7 performance for building owners, developers, and tenants.

Equal Opportunity Statement:
Kastle believes that diversity strengthens our organization and 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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