Strategic Customer Success Manager - Property Tech & Security

Kastle Systems; New York (NY); Vor Ort; USD 80.000 - 110.000; Vollzeit

Zusammenfassung

Kastle Systems is hiring a Customer Success Manager to serve as the primary business contact for its client portfolio. You will ensure client satisfaction, socialize Kastle’s value proposition, and represent client needs within the organization to ensure quality.

The role emphasizes relationship-building with clients and cross-functional collaboration. You will travel to client sites for training and support, monitor usage, and coordinate with internal teams to deliver exceptional Kastle

Qualifikationen

• 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 navigating legacy and current technology platforms (Microsoft Dynamics CRM, AX, and proprietary software).

Aufgaben

• 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.

Kenntnisse

Account management

Customer success

Relationship building

Negotiation

Training customers

CRM systems

Cross-functional collaboration

Technical understanding

Ausbildung

Bachelor's degree preferred

Tools

Microsoft Dynamics CRM

AX

Proprietary software

Jobbeschreibung

Kastle Systems is hiring a Customer Success Manager to serve as the primary business contact for its client portfolio. You will ensure client satisfaction, socialize Kastle’s value proposition, and represent client needs within the organization to ensure quality.

The role emphasizes relationship-building with clients and cross-functional collaboration. You will travel to client sites for training and support, monitor usage, and coordinate with internal teams to deliver exceptional Kastle