Client Success Specialist
2 weeks ago
Overview:
The Client Success Specialist will be instrumental in guaranteeing the satisfaction and success of our clientele, employing a consultative methodology that encompasses the entire client journey.
This position requires proactive engagement with clients to discern their requirements, offering assistance, and spearheading initiatives for account growth and retention.
This individual will manage a portfolio of clients, providing strategic support on significant accounts, under the mentorship of a seasoned Client Success Manager.
They will design and implement a thorough and professional client success program that consistently surpasses customer expectations, ensuring our clients derive maximum value from our offerings.
Growth opportunity:
This role presents an excellent opportunity for individuals aiming to initiate or advance their careers in client relations, honing essential skills such as communication and relationship management.
The incumbent will gain insights into our operations by being at the forefront of client support, becoming a Subject Matter Expert (SME), promoting the Kastle value proposition, and advocating for client needs and objectives within the organization.
In addition to 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 a Certified Great Place to Work with accolades for being a Top Workplace with outstanding DE&I Practices.Base Annual Pay Range:
$58,000 - $71,000
Responsibilities:
Onboarding and Training:
Ensure a seamless onboarding experience for new clients, facilitating a smooth transition into our products/tools.
Conduct extensive online and in-person training sessions to educate clients on product functionalities and best practices.
Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period.
Work alongside the Project Management team to ensure a coordinated and smooth transition for clients.
Collaborate on developing scalable account management practices and processes.
Client Advocacy:
Serve as a client advocate within the organization, ensuring all services are delivered as anticipated, understanding client security and facility needs, and advising on best practices.
Assist clients in formulating tailored plans and strategies to achieve their objectives.
Implement and monitor strategies, measuring success against predefined 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 issues escalation, and sales opportunities.
Customer Success:
Assist experienced account managers in overseeing client accounts, comprehending their needs, and nurturing relationships to enhance client retention and renewal rates.
Engage with clients to understand their goals, challenges, and expectations, providing timely support through various communication channels and occasional on-site visits.
Develop cross-functional relationships with various internal teams to ensure an exceptional client experience, from high-quality service delivery to prompt issue resolution.
Account Growth & Retention:
Contribute to strategies for increasing renewal revenue by implementing annual contractually agreed price increases across the account base.
Continuously monitor and assess client needs to identify opportunities for upselling or cross-selling additional services that align with client goals for account growth.
Collaborate with clients to develop and execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal/retention.
Generate leads and collaborate with the sales team to foster and expand partnerships, contributing to overall account retention and growth.
Qualifications:
This role is intended for the right candidate independent of years of experience.
New graduates as well as those with at least 1 – 3 years of relevant experience are encouraged to apply.
Candidates with experience in adjacent fields, such as sales and customer support, are also encouraged to apply.Bachelor's degree or equivalent required; all majors welcome, some quantitative coursework (math, computer science, etc.) preferred.
Strong growth mindset and self-starter mentality; a willingness to tackle and resolve challenging problems is essential.
Excellent communication skills, both written and verbal, along with interpersonal and problem-solving abilities.
Capacity to manage multiple tasks simultaneously and thrive in a fast-paced environment.
Ability to analyze data and derive 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.
Pay range in New York:
Exact compensation may vary based on skills, experience, and education.
Company
Overview:
Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally.
Delivering a world-class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security is the most effective, efficient, and convenient.
Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers, and tenants.
Equal Opportunity Statement:
At Kastle, we believe that diversity makes us stronger - at work and in 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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