2-4 years of Account Management/Customer Success Management experience
Strong relationship-building skills
Professional appearance and articulate communication
Technical competence in software, hardware, and networks
Detail-oriented, motivated, and skilled negotiator
Self-directed with a high level of initiative
Experience in customer training on technology
Familiarity with complex technology platforms like Microsoft Dynamics CRM and proprietary software
Responsibilities
Serve as the primary point of contact and build long-term relationships with customers
Advocate for clients within Kastle, ensuring service delivery meets expectations
Respond promptly to client inquiries and coordinate support for various issues
Travel to client sites for training, installation support, and quarterly check-ins
Monitor and analyze customer usage of services
Develop cross-functional relationships to enhance client experience
Focus on client relationship management to drive high retention and renewal rates
Benefits
Opportunity for professional growth and development
Engagement with a diverse range of clients
Dynamic work environment with a focus on customer satisfaction
Collaboration with cross-functional teams
Travel opportunities for client engagement and support
Full Job Description
Overview
Kastle is hiring a Customer Success Manager! This position serves as the primary business contact for the client and is responsible for client satisfaction of the portfolio. The Customer Success Manager is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition as well as represent client needs and goals within the organization to ensure quality. In addition, the Customer Success Manager will build relationships with clients.
Responsibilities
Serves as the primary point of contact and builds long-term relationships with customers.
Act as client's advocate within Kastle and ensure that all aspects of our services are delivered as expected to clients; develop a deep understanding of the client's security and facilities needs and provide advice on Kastle-centric and industry best practices.
Utmost responsiveness to client calls and emails - addressing needs as the primary point-of-contact for support for the client. Assist in coordination of responses related to areas outside of primary responsibilities, for issues such as installation project status and on-time completion, support issues escalation, sales opportunities follow up, etc.
Travels to client sites for training, installation support, quarterly check-ins, and to meet client needs as they arise.
Monitors and analyzes customer's usage of our service.
Develop cross-functional relationships with Business Development Managers, Project Managers, Field Service technicians, the Client Services team, and the Kastle Operations Center to ensure an exceptional experience for clients with all aspects of their Kastle experience; support these other teams as a conduit to the client.
Client relationship management, with significant focus on the business relationship in order to drive a 95% client retention and renewal rate, as well as an average 2% renewal revenue increase through annual (contractually agreed) price increase across the account base.
Qualifications
Bachelor's degree preferred
2-4 years of Account Management/Customer Success Management experience
Ability to create, maintain, and enhance customer relationships
Professional, polished in appearance and able to communicate in a detailed and articulate manner
Technical competence (understanding of software, hardware, networks, etc.)
Detail oriented, motivated, persistent and a skilled negotiator
High level of initiative, self-directed, and works well in a team environment
Experience training customers on the use of technology
Experience in navigating through complex set of legacy and current technology platforms (Microsoft Dynamics CRM, AX, and proprietary software, among others).
About Kastle Systems
Kastle Systems is a security services company that provides access control and video surveillance solutions to commercial and residential properties. The company's products and services include keyless entry systems, visitor management systems, and remote video monitoring. Kastle Systems was founded in 1972 and is headquartered in Falls Church, Virginia. The company has a team of experienced professionals who are dedicated to providing high-quality security solutions to their clients. Kastle Systems has been recognized for its innovative products and services, and has won numerous awards for its work.
