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GPN Brand Mastheads Zego

Sr Manager, Utility Customer Success Management

Zpět na výsledky vyhledávání
    • Chicago, Illinois, USA
  • Client On-Boarding
  • Full time
  • bře 10 2024
  • Zego
  • ID úlohy: R0049129

Popis

About the role: 

The Sr Manager, Utility Customer Success Management will be responsible for empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful, you must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to help others. 

What you’ll do here: 

  • Proactively manage a portfolio of mostly Large, Core, and Base customers

  • Manage, coach and mentor a small team of CSMs

  • Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events

  • Coordinate small internal customer projects

  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers

  • Proactively identify and escalate at risk clients and product issues

  • Conduct quarterly business reviews with assigned clients.

  • Serve as a subject matter expert for Utility Expense Management and Resident Billing Services

  • Ensure customer goals and objectives are met and deliver regular portfolio performance reporting

  • Research and assist with resolution of performance issues

  • Assist customers with general inquiries and initial research and escalate as necessary

  • Ensure 95% call to action compliance.

  • Provide a high level of actionable insight and data analysis to provide value for our customers. 

  • Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.

  • Be viewed by clients as a trusted advisor that understands their business and have Zego can help impact key business results

  • Participate in POD and attend Sprint review meetings .

  • Accurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc).

  • Consistently meets personal/team goals and quotas.

  • Develop and manage a book of clients from CSA covered segments

  • Mediate between clients and the organization.


About you:

  • 8+ year experience in a Customer Success or Account Management role with 3+ in informal or formal leadership roles

  • Proven track record of success 

  • Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices.

  • Proven ability to work in a fast paced, team centered work environment

  • Prior experience in SAAS, multifamily, hoa or proptech. 

  • Technical aptitude and ability to identify alternative solutions to customer issues.

  • Ability to handle multiple, critical, high priority issues with a sense of urgency .

  • Proficiency with Google Suite Products.

  • Excellent communication– verbal, written, interpersonal with strong active listening skills.

  • Detail-oriented and dependable, with a positive and inquisitive attitude.

  • Ability to multitask, prioritize, and collaborate

  • Exhibit a high degree of self-motivation, drive and a proactive nature.
     

Bonus points if you have:

  • Bachelor's degree or higher

  • Multifamily Utility Management experience

  • Real Estate or PropTech industry experience

The US base salary for this full-time position is $90,000 - $120,000 + bonus + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

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Sr Manager, Utility Customer Success Management

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