The Customer Success organization is focused on ensuring clients receive the maximum value from our products and our experts in Product Education, Implementation, Advisory and Support to deliver business outcomes. Together, the teams are focused on retaining and growing our client base.

This role is within the Account Management team and has the scope of a Customer Success Manager (CSM). This team is responsible for creating a partnership with our clients, driving product engagement and value realization based on best practices and expertise across VTS' asset management, digital marketing, and tenant experience platform.

As an Account Manager, you will work with a diverse set of clients to ensure they are maximizing the value of VTS for their organizations. You will be responsible for partnering with them to help them adopt VTS and achieve predictable business outcomes. You will track usage and adoption, provide reports, insights and best practices on how they better the platform at an account level, (e.g., opportunities for workflow improvement, best practices and sharing these with clients) and proactively help them address account level product gaps or adoption issues. You will be a partner to the sales, implementation, and product teams to ensure a coordinated approach to customers. You will also partner closely with sales on upsells, expansions, and renewals.

To thrive in this role you must have client facing/ experience in order to drive customer retention and foster meaningful client engagements. You will leverage your impeccable communication skills and a resourceful problem-solving attitude to manage multiple high priority projects simultaneously and successfully. Additionally, you will prove to be comfortable in a fast-paced, entrepreneurial, and rapid-growth environment, working independently as well as part of a team.

Here's what you can expect as an Account Manager:

• Relationship Building: Build trusted advisor relationships with executive sponsors and all key stakeholders at your client accounts for how VTS is used to achieve desired business outcomes. An understanding of commercial real estate a plus
• Detailed Product/Service Knowledge: Have strong proficiency on VTS products and services and understand how they can be leveraged to help clients achieve desired outcomes. Share insights and strategies within the larger customer team on how clients can better leverage the platform.
• Client Outcomes: Partner with clients to help them achieve desired business outcomes. Identify strategies and initiatives at the account level to help clients drive engagement and achieve these outcomes. Be comfortable challenging clients on existing processes to help optimize them. Help communicate the value of these initiatives and drive customer referenceability and case studies.
• Client Engagement: Responsible for establishing regular touch points with clients for account usage, adoption insights, and consulting topics. Partner with Sales to drive Executive Business Reviews with clients to demonstrate ROI and drive additional usage and upsells.
• Risk Mitigation: Proactively identify situations where clients are at risk of adopting VTS or achieving their business outcomes and proactively identify solutions to address these (working closely with internal stakeholders - sales, product, exec leadership & support).
• Internal Advocacy: Be an internal advocate for customer needs, requirements, and feature requests across customer success, product and sales.

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!
• Be Customer Obsessed - We're employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - monthly happy hours, wellness events, clubs, and team lunches!
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees!
• Move as One - We work in an open floor plan to promote cross-functional collaboration.
• Take Ownership - Be an owner of the company you're building with our equity packages.
• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!

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