We are looking for a Customer Success Manager (CSM) to become an integral part of our Customer Success team. As a CSM, you will lead the customer through their journey at Dot Compliance, facilitate adoption, and ensure engagement.
You will be working in collaboration with the customers and closely with our services, support, product, and sales teams.
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 who 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.
Responsibilities:
- Establish a strategic relationship with each customer, managing the customer relationship, health, and risk – post the initial onboarding project.
- Conduct periodic strategic business reviews with customer’s key contacts to ensure customer success.
- Map the customer business and organization, and develop relationships with the customer to ensure contract renewals and customer satisfaction.
- Identify new customers’ business needs and effectively leverage all our available resources to drive customer success.
- Identify repetitive issues and escalate it to the relevant department (management, services, development, etc.), and identify outstanding issues.
- Provide customer training and system technical support.
Requirements:
- 3-5 years of experience in customer success management role with responsibility for enterprise accounts.
- People-oriented and high social skills.
- Technical orientation is a must.
- Excellent written and oral communication skills.
- Independent learner with the ability to adapt and understand concepts with agility.
- Team Player, able to excel in a rapidly changing, hyper-growth, start-up environment.
- Good presentation skills.
- Knowledge of Salesforce administration or development / QA or SW Validation/life science industry – an advantage.