Customer Success Manager

Overview

Join the leader in providing smarter solutions for a safer world.

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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. 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.

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, and 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.
• Acts as the client’s advocate within Kastle and ensures that all aspects of our services are delivered as expected; develops a deep understanding of the client’s security and facilities needs and provides advice on Kastle-centric and industry best practices.
• Maintains utmost responsiveness to client calls and emails addressing needs as the primary point-of-contact for support for the client.

Assists 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.
• Develops 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;

supports these other teams as a conduit to the client.

Manages client relationships with significant focus on the business relationship to drive a 95% client retention and renewal rate, as well as an average 2% renewal revenue increase through annual (contractually agreed) price increases 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 a complex set of legacy and current technology platforms (Microsoft Dynamics CRM, AX, and proprietary software, among others).
• Must be able to work overtime, weekends, and / or nights when required.

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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