Vanguard Customer Service Jobs in Raleigh, NC (NOW HIRING)

K4Connect is a high impact, high growth, venture backed company on a mission to leverage technology to empower the 1.5B older adults and individuals living with disabilities to live simpler, healthier and happier lives. We believe that technology is not simply reserved for the next generation, but rather should empower all generations.

We are looking for an onsite Client Success Manager (CSM) who will be the main client advocate for K4Community - a rapidly growing, venture-backed technology platform that provides Communications, Smart Home, and Wellness to senior communities across the country. They will manage the day-to-day activities for a subset of K4Connect’s client base and will focus on helping customers be successful throughout the entire customer journey by maintaining a high level of customer satisfaction. This role requires high levels of both people skills and technical ability.

Specifically, the Client Success Manager will:

• Be the single point-of-contact, client champion and trusted advisor to client accounts with the overall goal of making K4Community successful and valuable to a community.
• Ensure the timely and successful delivery of K4Connect’s solutions, including technical expertise, according to customer needs and objectives.
• Enable proven integrations with new and existing customers
• Use internal tools to help communities customize their app experience
• Provide insights to clients based on K4Community resident and staff usage to ensure that they get the most out of the platform.
• Establish clear success goals and process milestones for the client to work toward.
• Monitor and analyze client’s usage of our product.
• Utilize data to tell customer success stories.
• Forecast and track key account metrics.
• Work with product specialists to train and educate communities on K4community.
• Drive enablement of expanded solutions for existing customers.
• Cultivate brand ambassadors to share the product's benefit and value within communities.

Requirements:

• BS or Associate Degree with a minimum of 3 years of experience in a customer success, account management, or a relationship management position.
• Natural relationship builder with integrity, reliability and maturity.
• Proven ability to manage multiple accounts and connect across multiple levels of organizations.
• Experience working with customers, both in person and virtually, and in one to one and group settings.
• Experience maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Experience and aptitude inside the software industry for enabling integrations and working within a data environment
• Ability to work in a HIPAA compliant environment with a demonstrated ability for precision and thoroughness
• Ability to deal professionally, tactfully, and effectively with internal and external stakeholders in a fast-paced, customer-focused environment.
• Believes in the value of using data to guide clients to successful outcomes.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Results-driven, with a bias for speed and action.
• Quick learner with adaptability to learn new tools and proficiency with a multitude of software packages related to productivity both common (Google Suite, CRMs) and advanced tools (Snowflake and internally built tools)
• Familiarity with SaaS preferred.
• Familiarity with Snowflake & data warehouse & analytics technologies a plus.
• Experience servicing senior living clients and communities a plus.
• Familiarity with smart home/network technologies a plus.
• Onsite in our Raleigh office with limited remote work.
• Expected Travel: Up to 25%.

Benefits We Offer:

• Competitive Compensation Package (Salary + K4Connect Stock)
• Quality Healthcare Options for Medical (PPO & HSA), Dental, and Vision
• Company-Paid Life Insurance, AD&D, STD, LTD plans
• Vanguard 401k Plan for Retirement Savings
• Hybrid Office/Work from Home Policy
• Unlimited PTO, Paid Holidays, and Maternity/Paternity Leave
• Employee Lounge with games and beverages!

We are looking for a highly energetic person who understands the balance of being a strong client advocate and passionate about delighting customers while managing to the business goals of the company. If you are interested in joining a committed, impassioned, intelligent and creative team that is driven to making global impact in people’s lives, then K4Connect may be the place for you!