Customer Success

Customer Success Manager, Digital Touch

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Location: North America

Commitment: Full time

At Dot Compliance, we’re dedicated to revolutionizing how we interact with our
customers. We believe in the power of technology to enhance customer experiences
and drive business growth. As we continue to expand, we seek a passionate and driven
individual to join our team as a Customer Success Manager, Digital Touch.
As a CSM, you’ll play a crucial role in maintaining strong relationships with our
customers, ensuring their success with our products and services. You’ll be responsible
for managing digital interactions, negotiating renewals, and implementing strategies to
drive customer engagement and retention.
If you have a passion for embracing new technologies, collaborating with others to
deliver optimal solutions for customers, and are adept at adhering to procedures and
regulatory standards, we’d love to hear from you. Join our dynamic and expanding team
to embark on an exciting journey together!

Key Responsibilities:

  • Maintain consistent digital interactions with customers, providing support and assistance as needed.
  • Manage and negotiate renewal opportunities to maximize customer retention.
  • Utilize software tools to keep customer records up-to-date and facilitate efficient communication.
  • Develop and execute customer engagement plans with the intent to retain and generate additional expansion opportunities.
  • Implement automation and streamline tasks to improve efficiency and customer satisfaction.
  • 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.
  • Collaborate with cross-functional teams to improve processes and meet renewal and upsell targets.
  • Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience.
  • Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams, and empower all CSMs to efficiently handle their customer portfolios.
  • Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
  • Collaborate with the Customer Success leadership to refine customer journey mapping, enhance engagement strategies, and optimize automation processes.

Key Requirements:

  • Bachelor’s degree from a 4-year college or university.
  • 3+ years of customer success management experience, with at least 1 year in digital or tech touch roles.
  • Proficient in using spreadsheet tools and Salesforce.
  • Familiarity with marketing, business intelligence, and other technology tools.
  • Strong multitasking abilities in a fast-paced environment.
  • Self-motivated learner with technical orientation and the ability to quickly learn new concepts.
  • 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 tasks and manage time effectively.
  • Experience in life sciences or quality management is a plus.

We thank all candidates that apply, however only those selected for an interview will be contacted.

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