Customer Success Manager

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.
• Aid 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.
• Maintains and monitors 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; support these other teams as a conduit to the client.
• Manages client relationships 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).