Client Success Manager

K4Connect•Raleigh, NC

64d•Hybrid

About The Position

K4Connect is a high impact, high growth, venture backed company on a mission to leverage technology to empower the 1.5B older adults and individuals living with disabilities to live simpler, healthier and happier lives. We believe that technology is not simply reserved for the next generation, but rather should empower all generations. We are looking for an onsite Client Success Manager (CSM) who will be the main client advocate for K4Community - a rapidly growing, venture-backed technology platform that provides Communications, Smart Home, and Wellness to senior communities across the country. They will manage the day-to-day activities for a subset of K4Connect's client base and will focus on helping customers be successful throughout the entire customer journey by maintaining a high level of customer satisfaction. Specifically, the Client Success Manager will: Be the single point-of-contact, client champion and trusted advisor to client accounts with the overall goal of making K4Community successful and valuable to a community. Ensure the timely and successful delivery of K4Connect's solutions according to customer needs and objectives. Provide insights to clients based on K4Community resident and staff usage to ensure that they get the most out of the platform. Establish clear success goals and process milestones for the client to work toward. Monitor and analyze client's usage of our product. Utilize data to tell customer success stories. Use NPS scores to drive their day-to-day activities. Forecast and track key account metrics. Work with product specialists to train and educate communities on K4community. Drive enablement of expanded solutions for existing customers. Cultivate brand ambassadors to share the product's benefit and value within communities.

Requirements

BS or Associate Degree with a minimum of 3 years of experience in a customer success, account management, or a relationship management position.
Natural relationship builder with integrity, reliability and maturity.
Proven ability to manage multiple accounts at a time.
Experience maintaining relationships, while working to mitigate churn and drive engagement and renewals.
Ability to deal professionally, tactfully, and effectively with internal and external stakeholders in a fast-paced, customer-focused environment.
Believes in the value of using data to guide clients to successful outcomes.
Driven, self-motivated, enthusiastic and with a "can do" attitude.
Results-driven, with a bias for speed and action.
Expert at Microsoft Office, Google Apps, Hubspot or other CRM.
Familiarity with SaaS preferred.
Onsite in our Raleigh office with limited remote work.
Expected Travel: Up to 25%.

Nice To Haves

Experience servicing senior living clients and communities a plus.
Familiarity with smart home/network technologies a plus.
Familiarity with Snowflake & data warehouse & analytics technologies a plus.

Responsibilities

Be the single point-of-contact, client champion and trusted advisor to client accounts with the overall goal of making K4Community successful and valuable to a community.
Ensure the timely and successful delivery of K4Connect's solutions according to customer needs and objectives.
Provide insights to clients based on K4Community resident and staff usage to ensure that they get the most out of the platform.
Establish clear success goals and process milestones for the client to work toward.
Monitor and analyze client's usage of our product.
Utilize data to tell customer success stories.
Use NPS scores to drive their day-to-day activities.
Forecast and track key account metrics.
Work with product specialists to train and educate communities on K4community.
Drive enablement of expanded solutions for existing customers.
Cultivate brand ambassadors to share the product's benefit and value within communities.