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Director, Client Services in Falls Church, VA at Kastle Systems

Date Posted: 5/23/2018

Job Snapshot

Job Description

Kastle Systems is a leader in the managed security space, continually developing innovative technologies to serve more than 10,000 premier sites nationwide and internationally across Commercial Real Estate, Multi-Family, and Remote Video Monitoring. Kastle's innovative outsourced security services significantly reduce costs and improve the critically important, 24x7 performance of security systems for building owners, developers and tenants. With world class customer service as the key motivation in everything we do, Kastle’s mission is to be our client’s best service provider through the constant delivery of effortless client experiences. Kastle’s growth is leading us to seek a Director of Client Services, responsible for leading service/customer management teams in the full life cycle of customer activities from sales, to installation/onboarding, to ongoing service.

The Director, Client Services is responsible for managing and mentoring several integrated Customer Management teams. Customer Management teams are integrated, matrixed teams, comprised of Sales, Project Management and Clients Services. The Client Services component of the team is led by an Account Manager, and includes a Lead and two or more Client Services Representatives. The Account Manager directly reports to the Director Client Services, while the matrixed sales person reports directly to the VP, Sales and the matrixed project manager reports to the Director, Project Management. The Company’s vision is for the team to be an integrated, high functioning, collaborative, communicative team accountable to each other. The Director will oversee the delivery of the full Kastle value proposition, leading the team to deliver our services and create a world class customer experience. The Director will be tasked with engaging customers, socializing Kastle’s solution set, and representing the customers’ needs and goals within the organization to ensure high-quality service and continued growth. The Director will be expected to represent Kastle Systems while interacting with customers on multiple levels, be in the field meeting face-to-face with clients, and coaching account managers as part of joint client meetings. The person in this position will champion our mission, delivering an incredible customer service experience to drive customer success.

Responsibilities

Leadership

  • Coaches customer management team to achieve high performance – this includes shadowing meetings and calls, developing individual skills, removing roadblocks, prioritizing tasks, attending sales and/or account manager meetings to support growth, customer objectives, and employee development, etc.
  • Mentors, grooms, and inspires a world class team.
  • Actively supports hiring, onboarding, training, and off boarding activities.
  • Orchestrates the continuous improvement of the customer experience through real time and proactive feedback to the Account Manager and Team Lead.
  • Works to continually stay current on customer service, sales, and trends.

Operations

  • Leverages, and encourages teams to leverage, data as a strategic asset to identify opportunities and improve the customer experience.
  • Contributes to the creation and maintenance of playbooks, implementation plans, and deliverables for account teams during various customer deployments and life cycle events.
  • Leads weekly team meetings.
  • Responsible for knowing, using and keeping trained on the Company’s internal and external tools and software as well as our customers and Client Services associates
  • Ensures that all processes and procedures are adhered to and quality standards are met.
  • Reports to the VP of Client Services, providing regular input on all account activity.
  • Oversees teams’ daily activities through CRM dashboard and ensures daily completion of tasks (cases closure, work order follow up, open billing inquiries, etc.).
  • Presides over Account Lead who ensures that all incoming client inquiries are answered and resolved in a timely manner.

Customer Service

  • Oversees the successful and timely resolution of customer’s inquiries and issues, mitigating recurrence and ensuring long-term success.
  • Supervises and manages client communication and compliance on client deliverables.
  • Ensures that client requests are dealt with in a timely and efficient manner, informing the VP of Sales, Director, Project Management and/or VP of Client Services of any important customer feedback or sentiment, when relevant.

Sales

  • Is accountable for delivering growth of the portfolio in a manner consistent with corporate objectives.
  • Identifies and pursues opportunities for account growth and new business, involving the Sales and Client Services teams.

Qualifications

  • Bachelor’s Degree.

Five years of experience in a position focusing on building and maintaining productive client partnerships and experience in at least three of the following:

  1. Grown economic value of customer relationships
  2. Proven personnel management experience
  3. Experience directly managing, teaching and/or mentoring/growing a team
  4. Direct customer management experience
  5. Experience in client presentations and facilitating discussion with clients and colleagues 
  • Ability to communicate effectively, both oral and written, with senior level clients.
  • Willingness to travel within the Mid-Atlantic region.
  • Proven and successful experience driving positive change and influencing performance in a customer service department.
  • Minimum of two years management experience.
  • Proficiency in Microsoft Office.
  • Demonstrated knowledge of principles and processes for managing and growing customer relationships. This includes customer needs assessment, meeting quality standards for service and evaluation of customer satisfaction.
  • Valid driver’s license and access to an automobile.


Additional Eligibility Requirements

  • Must pass the Drug Test, Background Check, and any pre-employment tests as applicable.
  • Must continue to maintain a safe driving record and valid driver’s license to fulfill the travel requirements of this position.
  • Required to obtain and be able to 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) which they are working.
  • Excellent communication skills, both in writing and verbally.
  • Excellent organizational skills.
  • Desire to provide excellent customer service and demonstrate initiative.
  • Available to work long hours as needed to complete required responsibilities.
  • Ability to work well under pressure.
  • Overnight travel may be required.
  • Professional, polished appearance and able to communicate in a detailed and articulate manner with customers and stakeholders in different roles and organizational levels.
  • Extremely detail oriented.
  • Motivated, goal oriented, persistent and a skilled negotiator
  • High level of initiative and work well in a team environment
  • Handles stressful situations and deadline pressures well
  • Ability to effectively develop goals and plans to prioritize, organize, and accomplish those goals
  • Demonstrated ability to represent Kastle in a polished and professional manner to customers and the public in person, in writing and via telephone
  • Demonstrated self-composure, adaptability, persistence, a high tolerance for stress and unquestionable integrity