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Senior Director, Customer Success – National Accounts

Kastle Systems International LLC

This is a Full-time position in Houston, TX posted June 6, 2021.

Senior Director, Customer Success
– National Accounts

Job Locations US-TX-Houston


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

Enterprise Accounts is hiring a Senior Director, Customer Success.

Given Enterprise Accounts’ business model of recurring monthly revenue received from high profile accounts for rendered services, retention and renewal of subscription fees plus opportunities for additional services sale and upsell opportunities primarily from the same accounts, Customer Success team is critical to Enterprise Accounts’ profitability and growth.

This leadership position is, therefore, vital to own driving success for our customers.

This role’s responsibilities are for all encompassing Customer Success activities, such as customer on-boarding, support (ticket/case responsiveness and resolution), services adoption (customer orientation/training), being the voice of the customer to Kastle (advocacy), and successful outcomes (customer satisfaction, renewal, retention, upsell, new sales).

This position is an in-office position in our Houston, TX office. 

Drive Customer Success Outcomes Increase customer satisfaction through service relationship management and support to result in renewal rates improvement and revenue expansion Positively influence opportunities for upsell, cross-sell and new sales Continue expansion of Strategic Accounts Management Program (SAMP), which is proactive relationship management program with weekly/bi-weekly individual accounts meetings, monthly and quarterly business review meetings and annual (often in-person) meetings cadences for as many Enterprise Accounts as manageable Influence future lifetime value through higher product adoption (directly through product use training and support) Be the customers’ advocates inside Kastle to speak for customers’ current and future needs and requests Increase reference-ability of accounts Identify opportunities for Account Executives (sales reps) for new and additional sales Optimize and improve customer lifecycle Improve / scale up Strategic Accounts Management Program (SAMP) Develop and manage customer feedback / listening program Identify opportunities for continuous improvement, leveraging best practices in the industry and Customer Success model Lead world-class Customer Success and Support Teams Drive successful outcomes of Customer Success activities – including onboarding program, training, customer support, customer relationship management, issues escalation management to resolution Define, measure and improve operational metrics for customer success and customer support teams Assign and manage growing team of Customer Success Managers (CSM) to accounts and oversee their productivity and performance Recruit and attract high potential individual contributors into the team Create rapid onboarding process for new team members Foster collaboration within team and across other functional teams, across the customer lifecycle Encourage and exemplify continuous learning within team Create and drive succession planning for the team, identifying and coaching future leaders / high potential individuals Enhance effectiveness and efficiency through technology and process Advocate, adopt, implement and lead on continuous improvement and more effective use of technology – such as internal support systems, CRM platform, and data analytics (PowerBI) tool.

Inspire Customer Success across company Continue to push for improving company-wide culture of customer success Align with Marketing around marketing to existing clients Align with Product around driving and providing customer feedback to product roadmap Align with Sales around new sales, upsell and cross-sell focus with retention / customer satisfaction focus Align with Finance around measurement and cost management Align with Executive Team around key metrics and objectives Create company-wide customer feedback loop
5+ years of experience leading customer-facing organizations (customer success or account management and customer support) in property technology environment with large, geographically dispersed client sets Bachelor degree in business or related field, Masters degree preferred Demonstrated success influencing stakeholders with strong persuasion, negotiation, and consensus building skills Knowledge of sales cycle and post-sale client management, prior sales experience desired Ability to maintain multiple perspectives simultaneously with strong empathy for customers AND passion for revenue and growth Ability to identify, develop and communicate value drivers in recurring revenue business models Analytical and process-oriented mindset with proven ability to effectively problem solve complex client needs in a property technology environment Must have a strong technical aptitude with attention to detail A team-player with high integrity, exceptional interpersonal communication (verbal and written), and presentation skills a must Confidence and experience communicating and interfacing with key stakeholders from operational through C-level executives internally and externally Enthusiastic and creative leader with the ability to inspire others Experience in navigating through 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
Other Eligibility Requirements
Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.

Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.

Must continue to maintain a safe driving record and valid driver’s license to fulfill the travel requirements of this position.

Open floor plans with ambient noise and activity consistent with office or call center work Active construction sites and new locations Up to 25% travel including travel to client sites and Enterprise hub sites. 
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 24×7 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.

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