Due to COVID-19, Knock is currently operating as a remote company and all interviews will be conducted over phone or Zoom video calls. We plan to return to an office setting eventually, but that timeline has yet to be determined. When we do re-open our office, we will do so in a manner that is safe and comfortable for our employees and partners. We will continue to be remote-friendly for most employees and have opened up most of our positions to be either Seattle-based, hybrid office/work from home, or completely remote. It is also important to note that we are only able to hire employees who are based in the US.

The Role

The Director of Services is a new, hands on position at Knock that will work with a team to ensure we are successfully embedding the Knock product suite into our customers’ businesses via a deep business & technical implementation process. We are looking for someone who is process oriented, technical, collaborative, strategic, and can effect change by executing on those strategies quickly. This role will partner closely with Product, Sales, and other teams within the Customer Success organization. Reports to: VP Customer Success.

The 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 organization consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support.

Day to Day

• Embedding Knock into our customers business via deep business and technical implementation
• Develop roadmap for proper process for the customer onboarding and services offering
• Efficiently executing commitment from customers to complete full rollout and execution of contracts
• Success in this role will include increased customer expansion rates, exceeding expansion ARR targets, and being able to quantify customer usage after a full roll out program. 
• In your first 30 days your main focus is to observe & learn. Be a sponge!
• By 60 days you should have complete ownership of the services team. You’re doing the job, running the meetings, etc.
• By 90 days you are in command of the ship. You’re making recommendations and potential changes are starting to happen.
• Rough weekly distribution of time: 60% development (coaching, time spent with team, optimization), 20% strategic (leadership activities, cross-functional work), 20% delivery (personally handling customers and contracts, prep work)

Basic Qualifications

• Must Haves: management in professional services, SaaS experience, enterprise customer deals (6+ figures)
• Nice to haves: Multifamily, CRM, worked with 3rd party contract services
• Superpowers: Data driven, rigorous process development

Why You'll Love It Here!

• You'll join a category-creating company that has enthusiastic customers, an ambitious roadmap, and industry leading products.
• You are comfortable taking risks and thinking outside the box.
• Being part of a great team with solid infrastructure in place.
• You want an opportunity to win, drive change and be in an environment that will optimize for your success.
• You embrace our set of core values - determination, excellence, trust, and community.
• Competitive cash and equity compensation.
• 100% medical, dental, and vision coverage for full-time employees. Partial family coverage optional.
• Flexible time off & paid holidays.
• Parental leave program.
• 401k to help you save for the future.
• Learning & Development assistance.
• We like to do fun things together (Virtual for now!) such as conferences, off site retreats, and happy hours.

About Knock

We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadn’t evolved at the same pace as technology. Our mission was to improve the experience for both apartment renters and managers. 

We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. 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 February 2021 we raised an additional $20 million in a growth funding round led by Fifth Wall, the largest venture capital firm focused on the global real estate industry and the clear leader in PropTech investing. This investment, our largest fundraise to date, will be invested directly into further innovation on behalf of the awesome #multifamily industry: http://bit.ly/knock-5thwall

Past investors include Madrona Venture Group, Lead Edge Capital, Seven Peaks Ventures and Second Avenue Partners.

Our Values

To be successful and recognized as a high performer at Knock, you should naturally encompass our core values: Determination, Excellence, Trust and Community. We take these behaviors seriously and expect everyone to bring a positive Knockstar attitude with them to work every day.

At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Awards

We have been recognized over the past several years across multiple platforms as a best place to work. Most recently these awards have included:

2021 Built In Seattle Best Places to Work: http://bit.ly/3avT09t

2021 Built In Seattle Best Small Companies to Work: http://bit.ly/3avMMXc 

2021 Best Places to Work Multifamily®: https://bit.ly/3mq06z8 

2021 Best Places to Work Multifamily® for Women: http://bit.ly/3dvig1B 

Important

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!