Account Manager - covering the Southeast

Do you want to work for an industry leader? Do you have experience managing and growing the value of customer relationships? Are you self-directed, proactive, and solution oriented? If so, this position is for you!

Kastle Systems, is the nation’s leading provider of managed security services, continually developing innovative technologies to serve over 460M square feet globally in the Commercial Real Estate, Multi-Family, Education, and Construction sectors. Our customers depend on us every day and include the who’s who of commercial and Multifamily real estate, leading commercial enterprises, and critical government facilities. We are committed to providing an exceptional customer experience and we continually invest in the next big ideas to shape and transform our industry. We are proud to say that our people are the industry’s best and we work hard to create a culture that provides a compelling career for talented individuals. Kastle's integrated security solution set, including access control and video, significantly reduce costs, lower risks, and improve operational efficiencies for building owners, property managers, and tenants.

The Regional Account Manager (South-East) will serve as the primary customer relationship manager and provide leadership for our growing Southeastern office. The Account Manager serves as the primary customer contact and is responsible for client satisfaction and portfolio revenue growth. The Account Manager will consistently provide excellent customer service, socialize the Kastle value proposition, and represent client needs and goals within the organization. Responsible for successful customer on-boarding, relationship management and support within the assigned territory with a focus on delivering an integrated and seamless customer experience. This position will work closely with the Regional Operations Director and Customer Management leadership team.

Responsibilities include leadership for all customer management, training, service, and billing related activities for assigned portfolio. Incumbent will also provide support for sales, project management, and installation teams.

General:

• Conducts all account management activities to align with corporate objectives.
• Responsible for all client communications, issue resolution, and compliance on deliverables
• Grows portfolio revenue with a focus on customer retention and identification of new business opportunities.
• Reviews all major deliverables (i.e. strategic briefs, training materials, functional and technical specs, etc.) to ensure quality standards and client expectations are met.
• Ensures that client issues are dealt with in an efficient manner, informing the Customer Management, Operations, and Sales leadership of any problems that may arise.
• Owns the contract process and contract renewals for new work for existing clients.
• Provides training to client staff on all customer-facing systems.
• Navigates multiple software systems to locate information and troubleshoot problems.
• Understands company capabilities and solution set; effectively communicates all offerings to the client.
• Approves change orders and invoices; supports payment collections.
• Works closely with the project team to maintain a continuous knowledge of project status and to identify potential issues and/or opportunities within or related to customer projects.
• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable.
• Aware and in pursuit of opportunities for account growth and new business, involving the Sales, Project Management, and Client Services support.
• Communicates the client's goals and represent the client's interests to the team.
• Provides regular two-way communication between the client and team; sets realistic client expectations.
• Understands company capabilities and service offerings; effectively communicates all offerings to the client.
• Reports to the Director, Strategic Accounts, providing regular input on all account activity, including status and call reports as required.
• All other duties as reasonably assigned.

Sales:

• Supports South-East regional sales goals.
• Presents the Kastle value proposition to existing customers to make business case for expanded offerings and services.

Customer Management

• Initiates and conducts security system consultation in response to customer requests.
• Confers and coordinates between Kastle departments, building, and tenant representatives to discuss solutions to issues that arise.
• Provides client training on Kastle systems.
• Seamlessly transitions projects from Project Management/Install to the Customer Management team.

Project Management & Customer On-Boarding

• Interacts directly with the client during the installation phase to ensure the client and Kastle have a complete understanding of the client’s needs and expectations and that the client is fully educated on the solution being provided by Kastle.
• Ensure that on-site Kastle requirements are communicated to the client to ensure a successful installation.
• Gathers required customer information to support seamless customer activation and programming.

Service

• Work with Mid-Atlantic region Service Departmentt and Director of Service, to ensure timely, responsiveresponsive, and successful service repair work at South-East locations.
• Work with Corporate Compliance Officer to ensure we are properly set up with Business & Security Licensees to properly conduct business activities in assigned territory

Non-Essential Functions

• All other duties as assigned by VP Customer Management and Director, Strategic Accounts

Required Education and Experience

• Bachelor’s degree from an accredited university.
• Account management experience in a B2B environment.
• Proven Account Management skills required 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.
• Experience training customers on the use of technology.
• Excellent written and oral communication skills.
• Handles stressful situations and meets aggressive deadlines.
• Plans and carries out responsibilities with minimal direction.
• Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation, drug screening and driving record.
• Must continue to maintain a safe driving record and valid driver’s license to fulfill the travel requirements of this position.
• Must be able to meet and continue to meet state licensing requirements for security.
• Must be able to meet client background and suitability screening when required to access client’s data and/or site.

Successful Candidates Should Also Have The Following Qualifications and Experience:

• Fluent in Spanish (spoken and written).
• Proficiency with computers, Microsoft Office software, and sales force automation systems such as Microsoft Dynamics.
• Experience in navigating through complex set of legacy and current technology platforms and infrastructure; integration between systems (Microsoft Dynamics CRM, AX, and proprietary software among others).

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.