Description

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

The Customer Success Manager leading our fast growing Multi-Family Vertical will serve as the primary business contact for our customers, is responsible for customer satisfaction, relationships and revenue growth.  The Customer Success Manager, Multi-Family is expected to consistently provide excellent customer service to accounts, socialize the Kastle value proposition and represent customer needs and goals within the organization. In addition, the Customer Success Manager liaises between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions.

Position Summary

Technical Expertise & Product Mastery
This role requires a hands-on, technically proficient Customer Success Manager who understands the interaction between Kastle's hardware and software platforms. The ideal candidate can troubleshoot complex system issues, translate technical concepts for clients, and work directly with field and engineering teams to resolve problems. Onsite engagement is expected to diagnose issues firsthand, verify system performance, and ensure seamless client experience across all connected devices and applications.

• Responsible for all client communications, conflict resolution, and compliance on client deliverables.
• Serves as the primary point of contact and builds long-term relationships with customers.
• Responsible for working with the sales team to develop new and existing client relationships.
• Accountable to deliver growth of the portfolio in a manner consistent with corporate directives.
• Ensures that client issues are dealt with in an efficient manner.
• Travels to client sites frequently for training, installation support, quarterly check-ins, and to meet client needs as they arise.
• Monitors and analyzes customer's usage of our product. Works closely with the project team in order to maintain a continuous knowledge of project status and to identify potential issues and/or opportunities within or related to the project.
• Ensures that all installs are completed, quality standards are met, and that projects are profitable.
• Aware of opportunities for account growth and new business, involving the Sales and Project Management teams when appropriate.
• Understands company capabilities and service, and effectively communicates all offerings to the client.
• Reports to the Manager of Ops, providing regular input on all account activity, including status and call reports as required.

• Bachelor's degree
• 3-5 years of Account/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
• Extremely detail oriented
• Technical competence (understanding of software, hardware, networks, etc.)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative, self-directed, and work well in a team environment
• Project management experience preferred
• Experience training customers on the use of technology
• Proficiency with computers, Microsoft Office software, and sales force automation systems such as Microsoft Dynamics preferred
• Experience in navigating through complex set of legacy and current technology platforms and infrastructure; integration between systems preferred (Microsoft Dynamics CRM, AX, and proprietary software among others).
• Must be able to be on call and work overtime, weekends, and/or nights when required.

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