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Client Success Strategist

2 months ago

SaintBrieuc, Bretagne, United States Kastle Systems Full time

Position Overview:

Become a key player in delivering exceptional service within the property technology sector.

Kastle Systems stands at the forefront of managed security solutions, boasting a history of pioneering innovative technologies that cater to over 460 million square feet of real estate worldwide. Our clientele includes a diverse range of sectors such as commercial and multifamily real estate, education, and construction. Our commitment to providing an unparalleled customer experience is at the heart of our operations, with the mission to be the premier service provider for our clients, ensuring their security needs are met with the utmost effectiveness, efficiency, and convenience. Our comprehensive security solutions, encompassing access control, video surveillance, and remote monitoring, are designed to optimize costs while enhancing the critical 24/7 performance for property owners, developers, and tenants.

Role Responsibilities:

Onboarding and Training (10%):
  • Facilitate extensive online and in-person training sessions to familiarize clients with product features and best practices.
  • Oversee the onboarding process for new sites, collaborating closely with Customer Support to provide effective guidance during the initial phase.
  • Work alongside the Project Management team to ensure a seamless transition for clients.
  • Stay informed about Kastle's offerings and internal processes to serve as a subject matter expert for both internal and external stakeholders.

Client Advocacy (30%):

  • Act as a representative for clients within the organization, ensuring services align with expectations and providing guidance on best practices while addressing inquiries and concerns.
  • Develop tailored client engagement strategies aimed at maximizing the value derived from our services, enhancing client awareness of industry trends, and positioning Kastle as a strategic partner in their journey towards a data-driven property management future.
  • Collaborate with clients during Quarterly Business Reviews to create and implement detailed success plans that align with their objectives.
  • Provide industry insights and thought leadership regarding Kastle's product and service roadmap, fostering relationships with senior stakeholders beyond traditional end-users.
  • Utilize data analytics tools to elevate discussions with clients, shifting the focus from security to asset management, enabling clients to view Kastle as an essential resource for data-driven decision-making.

Customer Success Management (40%):

  • Oversee complex client accounts that present significant technical challenges, fostering relationships to enhance retention and renewal rates.
  • Manage key accounts under strict service level agreements, ensuring compliance and implementing necessary adjustments.
  • Maintain organized records of client interactions and account history within our CRM system.
  • Lead the resolution of critical issues and manage administrative requests from clients, including inquiries related to invoices and documentation.
  • Engage proactively with clients through various communication channels to understand their goals and challenges, providing timely support as needed.
  • Continuously assess client needs, identify sales opportunities, and maintain accurate records in the CRM.
  • Mentor and support junior team members.
  • Handle special projects and additional responsibilities as assigned.

Account Growth and Retention (20%):

  • Monitor and execute contract renewals and multi-year service agreements.
  • Utilize competitive analysis and create frameworks to retain clients, collaborating closely with senior management.
  • Work with clients to implement success plans, ensuring they achieve their desired outcomes and contributing to retention efforts.
  • Implement strategies for increasing renewal revenue through annual price adjustments across the account base.
  • Identify opportunities for upselling or cross-selling additional services that align with client objectives.
  • Provide insights regarding service adjustments to enhance customer value and engage in discussions about service changes to maintain and grow relationships.

Qualifications:

  • Up to 50% travel required within the designated area.
  • Bachelor's degree in a relevant field is preferred but not mandatory.
  • 2 to 5 years of proven experience in a customer-facing or account management role.

Additional Requirements:

  • Must obtain and maintain relevant certifications and licenses as required by applicable regulations.
  • Excellent written and verbal communication skills, along with strong interpersonal abilities.
  • Strong analytical skills with the capability to manage large data sets.
  • Exceptional presentation skills, with the ability to create engaging presentations.
  • Proactive problem-solving skills and a positive approach to challenges.

Work Environment:

  • Open office layout with ambient noise typical of a call center environment.
  • Active construction sites and new project locations.
  • Travel may involve various modes of transportation.

Company Overview:

Kastle Systems is recognized as a leader in managed security, with a proven track record of introducing innovative technologies that serve a vast array of real estate globally. Our diverse clientele spans commercial and multifamily real estate, education, and construction sectors. Our dedication to delivering an exceptional customer experience drives our mission to be the best service provider for our clients, ensuring their security needs are met with the highest standards of effectiveness and efficiency.

Equal Opportunity Statement:

Kastle Systems is committed to fostering a diverse workforce. We are an Equal Opportunity / Affirmative Action employer, and 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 laws.