Vice President of Customer Success
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 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 a number of smaller teams that capture the entire customer journey post-sale: Implementation, Trial, Renewal, and Support/Training.
As the VP of Customer Success you will be a member of the leadership team reporting directly to our CRO and co-founder. This person will ensure successful product implementation, expansion, and retention of our customers. This VP of Customer Success will lead the charge in all areas of process, procedure and best practices in order to continue to best serve our customers and scale the business.
-Oversee Implementation, Training, Account Management, and Support teams within Knock’s Customer Success organization
-Establish a metrics-driven, disciplined approach to ensure a rapidly growing team delivers a superior customer experience
-Oversee content creation/documentation required to support best practices
-Responsible for the coaching, mentoring and development needs of the team, ensuring that the highest quality of support and customer engagement is provided to our customers on a consistent basis
-Cultivate strong communication practices for outbound (client education) and inbound communication (escalating feedback)
-Ongoing tracking, reporting and communication for accounts including, but not limited to, reporting, engagement and invoice management
-Develop and maintain strong customer relationships at all functioning levels
-Create and manage best practices and methodologies for successful Customer Success engagements throughout the customer lifecycle
-Provide forecasts for expansion of existing accounts in order to set goals and KPIs for team
-Work cross-functionally between all areas of business: Sales, Marketing, Finance, Product and Engineering
-Ownership of annual budget for the department
-Some Travel will be required
Required Background, Experience and Skills
-Experienced: At least 8 years in Customer Success, Professional Services, or related fields for a SaaS or enterprise software business.
-Management: At least 4 years in a management role with demonstrated ability including, but not limited to, development and implementation of processes, growing teams, goal setting, and performance management.
-Leadership: Has been part of a successful leadership team at a fast growing, scaling startup.
-Analytical: Strong analytical skills with an aptitude for translating customer feedback and data into actionable plans.
-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 point 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.
-Inspiring and Motivating: Inspires others’ commitment to their work and organizational excellence. Motivate others to achieve organizational goals.
-Technology and Systems: Comfortable with the following software: G Suite, Salesforce, JIRA, Slack, Trello
-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
-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!