Senior Manager, Customer Success

Company: KNOCK Inc.
Location: Richardson
Posted on: March 19, 2023

Job Description:

PRIMARY RESPONSIBILITIES:

* Manage a team of 4-5 Customer Success Managers that work with our highest paying Propertyware customers
* Establish and refine processes and techniques that enable the CSM team to support our customers
* Conduct data analysis on what is working and what can be improved
* Handle customer escalations from your team
* Work with your team on career development, including weekly 1-1s and quarterly growth and development conversations
* Collaborate with internal Propertyware teams (marketing, product, sales) in order to improve the customer experience
* Coach team on conversational techniques that will drive better customer interactions
* Become an expert in the property management business and Propertyware software

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

* Experienced as a customer relationship manager, preferably in the SaaS space
* 1-2 years experience managing, growing and developing teams
* Adept at building relationships, both with your team and our customers
* Versed in the enterprise market
* Comfortable with sales and conversational techniques in order to coach your team
* Motivated by helping others
* Fast learner; passion for making yourself and your team better
* Demonstrated success in a customer-focused environment
* Ability to deal with customer challenges
* High energy, integrity, and can-do attitude
* Strong verbal and written communications skills
* Expert at juggling dozens of competing demands and managing limited time
* #LI-AP4
* #LI-REMOTE

Keywords: KNOCK Inc., Richardson , Senior Manager, Customer Success, Executive , Richardson, Texas