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Enterprise Account Success Manager
2 months ago
Join a leader in delivering innovative solutions for a more secure environment. Kastle Systems stands as the premier provider of Managed Security Services in the nation.
Our clientele includes prominent names in commercial real estate, renowned global retail brands, leading enterprises, and essential government facilities. We are dedicated to ensuring a 'Wow' customer experience and consistently invest in groundbreaking ideas to reshape our industry.
We take pride in our exceptional team, fostering a culture that offers a rewarding career for talented individuals.
Given the recurring revenue model associated with our high-profile accounts, the Customer Success team plays a pivotal role in driving profitability and growth. This leadership position is crucial for ensuring success for our clients.
Key Responsibilities- Act as the primary liaison for Enterprise Account clients without an assigned Customer Success Manager (CSM) for all operational inquiries, including account setup and invoicing.
- Participate in Client Kickoff Meetings to establish a strong foundation for collaboration.
- Collaborate with clients, Project Managers, CSMs, and Business Development Managers to complete essential documentation prior to installation.
- Manage the onboarding process for clients without an assigned CSM, ensuring a seamless transition.
- Develop and maintain communication plans, account logs, and partnership trackers for all non-CSM assigned accounts, sharing updates with client points of contact regularly.
- Serve as the client's advocate within Kastle, coordinating with various departments to resolve issues and provide timely follow-up.
- Oversee the activation of new sites and systems for all assigned clients, ensuring all necessary documentation is completed.
- Lead special projects for clients, including data cleanup and consolidation efforts.
- Manage the invoicing process, addressing inquiries and ensuring accuracy in billing.
- Update client information in relevant systems as required.
- Bachelor's degree preferred.
- 2-4 years of experience in Customer Support or Customer Success roles.
- Proven ability to cultivate and enhance customer relationships.
- Professional demeanor with strong communication skills.
- Technical proficiency in software, hardware, and networking.
- Detail-oriented, motivated, and skilled in negotiation.
- Self-directed with a high level of initiative, thriving in a team environment.
- Experience in training clients on technology usage.
- Familiarity with navigating complex technology platforms.
Kastle Systems believes that diversity strengthens our workforce and the community. We are an Equal Opportunity/Affirmative Action employer, ensuring that all qualified applicants 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 laws.
