Our ideal candidate should be passionate about learning new technologies, organizing information \ data, working according to procedures and regulatory requirements, and keen on becoming a part of a growing and dynamic team. You will succeed in this role if you are a problem solver that likes to work with people to derive the best solution for both the customer and Dot. Customer success is our top value, and this role requires individuals to be customer service oriented.
Duties and Responsibilities
- Maintain consistent digital interactions with customers.
- Manage and negotiate renewal opportunities.
- Utilize available software tools to maintain up-to-date customer records.
- Develop and execute customer engagement plans with the intent to retain and generate additional expansion opportunities.
- Leverage understanding of Customer Success processes and technology to develop automation and streamline tasks.
- Design and launch processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.
- Drive repeatable outcomes with our digital strategy that will also be leveraged with our customer facing teams, enabling all CSMs to manage their portfolio of customers more efficiently.
- Perform day-to-day management and maintenance of digital tools and consistently promote and assist with implementation of process improvement.
- Improve upon existing cross-functional processes that help meet renewal and upsell targets and drive successful adoption of these processes.
- Create reports and dashboards to assist with managing digital operations.
- Work with Customer Success leadership to further define customer journey, engagement opportunities, and automation.
- Analyse customer data such as customer satisfaction, usage, and other feedback to identify trends. Using these trends, provide recommendations on how to improve the customer experience.
Key Requirements and Qualifications
- Bachelor’s degree from a 4-year college or university.
- 3+ years of customer success management experience with at least 1 year of digital or tech touch experience.
- Proficient in using spreadsheet tools and Salesforce.
- Familiarity with other marketing, BI, and technology tools.
- Ability to multi-task in a fast-paced environment.
- Technical orientation.
- Excellent written and verbal communication skills.
- Independent learner with the ability to adapt and understand concepts with agility.
- Strong problem solving and critical thinking skills.
- Ability to prioritize assignments and manage time.
- Life sciences or quality experience a plus.