• Job Description

  Req#: 4067
  Overview
  
  
  The Associate Customer Success Manager will play a vital role in ensuring the success of our clients, by utilizing a consultative approach that spans the entire client lifecycle. This role involves actively engaging with clients to understand their needs, providing support, and driving account growth and retention initiatives.
  This individual will own a book of business, and provide strategic support on large accounts, under the guidance and mentorship of an experienced Customer Success Manager. They will develop and deliver a comprehensive and professional client success program that consistently exceed customer expectations, ensuring our clients get the maximum value from our products or services.
  Growth opportunity: This position is an excellent opportunity for individuals who are looking to start or further development their career in client relations and essential skills such as communication and relationship building. The incumbent will learn our business by being on the front lines supporting clients, becoming a Subject Matter Expert (SME), socializing the Kastle value proposition, and representing client needs and goals within the organization.
  In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.) and we're proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices!
  Base Annual Pay Range: $58,000 - $71,000
  
  Responsibilities
  
  
  Onboarding and Training:
  • Facilitate seamless onboarding process for new clients, ensuring a smooth transition into our products/tools.
  • Conduct comprehensive online and in-person training sessions to educate clients on product functionalities and best practices.
  • Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period.
  • Work in conjunction with the Project Management team to ensure a coordinated and smooth transition for clients.
  • Collaborate on developing scalable account management practices and processes.
  Client Advocacy:
  • Act as a client advocate within the organization, ensuring all services are delivered as expected, understanding client security and facility’s needs, and advising on best practices.
  • Develop a deep understanding of client goals, challenges, and aspirations.
  • Assist clients in creating tailored plans and strategies to meet their objectives.
  • Implement and monitor strategies, measuring achievements against predefined goals and KPIs.
  • Address client inquiries, concerns, and issues, collaborating with senior team members as needed.
  • Coordinate responses for issues beyond primary responsibilities, such as project status, support issues escalation, and sales opportunities.
  Customer Success:
  • Assist experienced account managers in managing client accounts, understanding their needs, and fostering relationships to drive client retention and renewal rates.
  • Support key accounts under strict SLAs, ensuring adherence to service level agreements and time constraints.
  • Engage with clients to understand their goals, challenges, and expectations, providing timely support through various communication channels and occasional on-site visits.
  • Develop cross-functional relationships with various internal teams to ensure an exceptional client experience, from high-quality service delivery to prompt issue resolution.
  • Provide personalized advice and guidance to clients, aiming to optimize their experience and outcomes.
  Account Growth & Retention:
  • Contribute to strategies for increasing renewal revenue by implementing annual contractually agreed price increases across the account base.
  • Continually monitor and assess client needs to identify opportunities for upselling or cross-selling additional services that align with client goals for account growth. Assist in presenting business recommendations and maintain records in the CRM.
  • Collaborate with clients to develop and execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal/retention.
  • Generate leads and collaborate with the sales team to foster and expand partnerships, contributing to overall account retention and growth.
  
  Qualifications
  
  
  • This role is intended for the right candidate independent of years of experience. New grads as well as those with at least 1 – 3 years of relevant experience are encouraged to apply.
  • Candidates with experience in adjacent fields, such as sales and customer support, also encouraged to apply
  • Bachelor’s degree or equivalent required; all majors welcome, some quantitative coursework (math, computer science, etc) preferred
  • Strong growth mindset and self-starter mentality; appetite to dig in and solve difficult problems required
  • Strong communication skills, both written and verbal, interpersonal and problem-solving skills.
  • Ability to manage multiple tasks simultaneously and thrive in a fast-paced environment.
  • Ability to analyze data and derive insights to enhance customer success.
  • Hybrid workplace: Must be able to work in office minimum 3 days per week in Midtown Manhattan and from home on the remaining days
  Pay range in New York:
  Exact compensation may vary based on skills, experience, and education.
  
  Company Overview
  
  
  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.
  
  
  • This role is intended for the right candidate independent of years of experience. New grads as well as those with at least 1 – 3 years of relevant experience are encouraged to apply.
  • Candidates with experience in adjacent fields, such as sales and customer support, also encouraged to apply
  • Bachelor’s degree or equivalent required; all majors welcome, some quantitative coursework (math, computer science, etc) preferred
  • Strong growth mindset and self-starter mentality; appetite to dig in and solve difficult problems required
  • Strong communication skills, both written and verbal, interpersonal and problem-solving skills.
  • Ability to manage multiple tasks simultaneously and thrive in a fast-paced environment.
  • Ability to analyze data and derive insights to enhance customer success.
  • Hybrid workplace: Must be able to work in office minimum 3 days per week in Midtown Manhattan and from home on the remaining days
  Pay range in New York:
  Exact compensation may vary based on skills, experience, and education.
  
  
  Onboarding and Training:
  • Facilitate seamless onboarding process for new clients, ensuring a smooth transition into our products/tools.
  • Conduct comprehensive online and in-person training sessions to educate clients on product functionalities and best practices.
  • Oversee new site onboarding activities and collaborate closely with Customer Support for effective guidance during the initial 30-day period.
  • Work in conjunction with the Project Management team to ensure a coordinated and smooth transition for clients.
  • Collaborate on developing scalable account management practices and processes.
  Client Advocacy:
  • Act as a client advocate within the organization, ensuring all services are delivered as expected, understanding client security and facility’s needs, and advising on best practices.
  • Develop a deep understanding of client goals, challenges, and aspirations.
  • Assist clients in creating tailored plans and strategies to meet their objectives.
  • Implement and monitor strategies, measuring achievements against predefined goals and KPIs.
  • Address client inquiries, concerns, and issues, collaborating with senior team members as needed.
  • Coordinate responses for issues beyond primary responsibilities, such as project status, support issues escalation, and sales opportunities.
  Customer Success:
  • Assist experienced account managers in managing client accounts, understanding their needs, and fostering relationships to drive client retention and renewal rates.
  • Support key accounts under strict SLAs, ensuring adherence to service level agreements and time constraints.
  • Engage with clients to understand their goals, challenges, and expectations, providing timely support through various communication channels and occasional on-site visits.
  • Develop cross-functional relationships with various internal teams to ensure an exceptional client experience, from high-quality service delivery to prompt issue resolution.
  • Provide personalized advice and guidance to clients, aiming to optimize their experience and outcomes.
  Account Growth & Retention:
  • Contribute to strategies for increasing renewal revenue by implementing annual contractually agreed price increases across the account base.
  • Continually monitor and assess client needs to identify opportunities for upselling or cross-selling additional services that align with client goals for account growth. Assist in presenting business recommendations and maintain records in the CRM.
  • Collaborate with clients to develop and execute success plans, ensuring they achieve their desired outcomes and contribute to business renewal/retention.
  • Generate leads and collaborate with the sales team to foster and expand partnerships, contributing to overall account retention and growth.

• About the company

  Kastle provides leading managed security to 10K+ companies globally. Learn more about our access control, video surveillance & visitor management services.

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