Vice President, Customer Success

Are you a strategic change agent? Do you have a track record of identifying, planning and implementing organizational improvements to enhance overall customer satisfaction and operational success?

Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. With delivering a world class customer experience driving everything we do, Kastle’s mission is to be our customers’ best service provider and to make their security the most effective, efficient, and convenient it can be. Kastle’s integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24×7 performance for building owners, developers and tenants.

The VP, Client Services is responsible for the effective management of the Client Service function. The Vice President Client Services is responsible for ensuring detailed and professional customer service delivery via multiple client facing account teams that consistently exceed the customers’ expectations. In addition to managing the overall development of the service associates, the VP is responsible for promoting services within Kastle as well as with new clients. The VP evaluates the success of Kastle’s customer service delivery, service initiatives and tools on a regular basis and establishes goals for continual improvements. The VP will have influence on our automation and customer experience improvement initiatives. The VP is also expected to develop and maintain key client relationships with appropriate senior-level points of contact, including developing those relationships via breakfasts, lunches, dinners and after-hour events. The VP will work with complementary leaders in the organization to influence their priorities in support of Client Service’s objectives (e.g., the CTO, CSO/CMO, CFO and other senior executives.)

• Manages local, senior staff who are responsible for regional service management, ongoing client service delivery, information technology, and financial reporting
• Responsible for all activities relating to the creation and accomplishment of customer experience objectives, like case closure rates, first time resolution, call answer SLAs, billing resolution, and other customer-related objectives
• Managing client survey response rates the Company’s JDP score objective and other satisfaction metrics
• Leading, inspiring and engaging the Client Services team, with a focus on performance, satisfaction and retention
• Evolve team development and career path initiatives
• Provides a considerable amount of focus on service and existing client revenue
• Works closely with service executives in growing the business while improving service levels.
• Establishes responsibilities for attaining objectives
• Evaluates results to determine if performance objectives are being met
• Staffs the department with highly effective and professional service associates
• Achieves service goals, based on client contact and quality metrics
• Directs activities of the Client Services department to meet profitability and growth objectives established
• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable

• Bachelor’s Degree in Public Administration, Finance, Business, Engineering, or related discipline
• MBA preferred
• 10+ years of significant executive or management experience including 5+ years’ experience in planning and directing operations at the department, division, or senior manager level
• 3+ years in administration and management at the executive or senior management level
• Experience managing multiple teams in an operationally heavy organization to deliver excellent service
• Experience Collaborating with leadership and colleagues to improve Client Service processes
• Proven track record of providing excellent customer service in a challenging environment
• Experience managing Account Teams that have flourished under your direction
• Experience working with consultative technology
• Excellent communication skills, both in writing and verbally

Must be able to sit for long period of time performing sedentary work. While performing the duties of this job, the employee is regularly required to talk and hear with or without an accommodation. The employee is frequently required to use repetitive motion using a keyboard, mouse, and telephone. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

This job operates in a professional climate controlled, open, well-lit office environment with conversational noise levels. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The employee is subject to prevailing weather conditions at the time and required to work remotely as necessary