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Account Manager - Enterprise in Houston, TX at Kastle Systems

Date Posted: 1/14/2019

Job Snapshot

Job Description

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. With delivering a world class customer experience driving everything we do, Kastle’s mission is to be our customers’ best service provider and to make their security the most effective, efficient, and convenient it can be. 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.

The Account Manager (AM), Enterprise Accounts is the primary business point of contact for existing and newly acquired Kastle clients located throughout the United States which are defined as an Enterprise (or National) Account for Kastle. The AM is responsible for providing thorough and professional account management services that consistently exceed customers’ expectations.

Responsibilities

  • Utmost responsiveness to client calls and emails – addressing needs as the primary point-of-contact for support for the client. Assist 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.
  • Client relationship management, 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.
  • Heavy interactions with clients through calls, emails and on-site visits as needed.
  • 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.
  • Setup and fully manage client training and meetings via Webinar, by phone, and when necessary, in-person.
  • Continual assessment of clients’ ongoing needs, and development of business recommendations and presentation to clients, leading to sales opportunity identification and business renewal / retention
  • Manage general administrative requests by clients such as invoice and documentation queries, reports, and other information provision as asked by clients.
  • Support, plan and build a scalable account management practice, process and tools to support dynamic and fast-growing Enterprise Accounts program.
  • Develop 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.
  • Handle special projects and other duties as assigned.

Qualifications

  • Bachelor's degree or equivalent combination of education and experience.
  • Minimum of 4+ years experience in account management / sales / client facing B2B business relationship management positions.
  • Ability to develop strong, trusted relationships with clients and key contacts, with a passion for delivering an excellent customer experience.
  • Proactive attitude to solving challenges/problems, having demonstrated initiatives in prior work experiences.
  • Excellent organizational skills, with a clearly demonstrated ability to manage time and deadlines under minimal supervision. Works effectively under strict deadlines and in stressful situations.
  • High level of competency and proficiency working with a CRM or related customer support/ticketing software, as well as Microsoft Office Suite applications.
  • Excellent written and verbal communication skills. Writing samples will be requested.
  • Has the flexibility to work long hours as needed to complete urgent and required requests for clients.
  • Neat, professional appearance.
  • Knowledge and experience in access control, video security, Internet technologies to logically understand how technology works and value of the technology solutions to be able to discuss proficiently with clients and internal teams is highly desired.
  • Must possess a valid driver's license, satisfactory driving record, and a car. It will be an ongoing requirement of the position that a valid driver's license be maintained, and that a satisfactory driving record is maintained to satisfy Kastle standards (see handbook); required vehicle insurance, as determined by Kastle, must be maintained at all times.
  • No history of criminal convictions. Must pass a pre-employment drug screening.
  • Travel may be required (less than 25% of time expected)

Kastle Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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