Customer Success Manager

Kastle Systems; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Kastle Systems in Houston, TX is seeking a Customer Success Manager to serve as the primary business contact for the client portfolio, driving satisfaction and long-term relationships. You will socialize Kastle's value proposition, address client needs internally, and ensure the highest level of service across the organization.

The role emphasizes client advocacy, exceptional responsiveness, and collaboration with cross-functional teams to maintain a world-class customer experience for building

Qualifications

• Exceptional customer service and relationship management skills.
• Ability to understand client security and facilities needs and translate into actions.
• Strong communication and cross-functional collaboration abilities.

Responsibilities

• Serve as the primary point of contact and build long-term relationships with customers.
• Advocate for the client within Kastle and ensure services meet expectations; share client needs with internal teams.
• Provide utmost responsiveness to client calls and emails and coordinate responses across teams.
• Travel to client sites for training, installation support, and quarterly check-ins.
• Monitor and analyze customer usage of Kastle services.
• Collaborate with Business Development, Project Managers, Field Service, Client Services, and Kastle Operations to ensure an exceptional client experience; support other teams as a conduit to the client.

Skills

Client relationships

Advocacy for client

Responsive support

Job description

Overview

Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. 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. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. 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 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.

Overview

Join the leader in providing smarter solutions for a safer world.
The property technology space is growing rapidly, and Kastle Systems is leading the way. 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. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. 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 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.
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. This is not a sales position.

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

• 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.
  

Company Overview

The property technology space is growing rapidly, and Kastle Systems is leading the way. 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. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. 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 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.