Customer Success Manager

| Seattle
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What is Knock?

We started Knock to solve problems we faced ourselves as consumers: the process of renting an apartment sucked. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.

Five years later, we have helped our property management customers find homes for millions of renters. We’ve developed an industry-defining SaaS platform that automates marketing, accelerates sales, lifts customer retention, and delivers critical business insights that help our customers operate their business. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards. In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: https://www.geekwire.com/2019/madrona-leads-10m-round-knock-crm-communications-service-apartment-landlords/

The real estate industry is continuing to undergo an incredible technology transformation, and Knock is one of the companies driving innovation and shaping the way an entire vertical works. But even with a number of accomplishments in our past, we continue to push our vision forward and build the solutions of the future. We are on a mission to modernize the way property management companies run their businesses, by delivering the tools and insights to optimize all aspects of their sales and marketing operations. Practical uses for applied machine learning, connected IoT devices, and AI powered communication technology are all in our future here at Knock. It's a fun space with interesting problems, and provides all kinds of opportunities to get creative and build solutions our customers simply haven't seen or thought of before. If this sounds exciting, we want to hear from you!

About Our Customer Success Team

Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success team is comprised of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support.

As a Customer Success Manager on our Renewal team, your main responsibility will be retention and expansion of existing customers.

Key Responsibilities

  • You will build long lasting relationships with our clients, at all levels of their organization.
  • You will create wildly successful customers that are not only using Knock, but raving about their successes.
  • You will be learning a lot. You will need to develop a deep understanding of our product, the client’s business challenges, and how we can help them be successful. 
  • You will be a trainer. Our customers have questions and will be learning from you. You will ensure active and informative communication with your customer and share valuable insights on how successful they are. This could be in the form of defined touch points, quarterly business reviews, or impromptu as you discover something new about the account.
  • You will partner and collaborate with product to resolve customer requests and bugs quickly.
  • You will serve as the eyes and ears, and more importantly, The Voice of your customer to all other organizations at Knock.
  • You are proactive. This is a high activity customer success environment. You will be on the phone all the time talking with our awesome customers.
  • You are success oriented. You are constantly looking for additional ways we can help our customers be wildly successful and qualifying new opportunities to grow in accounts.
  • You are hyper focused on our customer base growth, including the retention of our customers.
  • You want to be part of a fast paced team as it lays the foundational pieces for growth. You want to grow and develop your Customer Success skills with a fun, and driven team.

Required Background, Experience and Skills

  • Experienced: At least 2-4 years of experience as a successful account manager or client success manager in a SaaS business; startup experience preferred.
  • Data Driven: Knows both their customer’s success metrics, but also their own. Tracks success, and pushes for personal success as much as their customers.
  • People Person: Loves working with people and providing top tier customer support to solve problems, teaching and training, and has examples of making a customer wildly successful.
  • Team Player: Proven track record of adding value to prior teams. Will have worked cross departmentally to help customers be more successful.
  • Excellent Communicator: Present and communicate value, influence decision making, and convey credibly at all levels of the organization, including the executive level.
  • Excellent Listener: Proven record of identifying customer pain points, uncovering additional sales opportunities, and showing empathy to those they work with.
  • Proven Multitasker: Ability to manage multiple projects and activities at a time while paying strict attention to detail and deadlines.
  • Sales Acumen: An aptitude for sales with a proven ability to meet/exceed activity quotas.
  • Problem Solver: Track record of identifying issues and finding creative ways of solving the problems with positive outcomes.
  • Eager and Determined: Has shown the ability to learn and deliver new technology solutions. As is determined to help, with a willingness to go the extra mile for their customers, and for their team.
  • Technology and Systems: Comfortable with the following software: G Suite, CRM, Slack, Trello; preferably intermediate to expert level proficiency 

Knock Benefits

  • Health, Dental & Medical Insurance
  • Flexible Time Off & Paid Company Holidays
  • Gym Membership at LA Fitness (across the street from the office!)
  • Competitive Salary + Stock Options
  • Public transit reimbursement, bike storage or parking near the office provided
  • Equipment provided
  • Team events
  • Free Lunch Fridays!

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome all types!

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Location

Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

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