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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.
