Customer Success Manager

Position Summary

The Client Success Manager (CSM) serves as the day to day relationship owner and the central point of contact for the client. This position is ideal for someone who likes to take ownership of issues, work independently to define and solve problems and enjoys learning how technology can be used to solve (and ultimately prevent) communication and customer service issues. While this role does not involve software development, the role requires technical acumen and a willingness to learn and master technical concepts related to Customer Communication Management (“CCM”) and Customer Experience Management (“CXM”). This position reports to the Client Success Team leader.

As the owner of the client relationship and driver of client satisfaction, the CSM will be responsible for taking ownership over issues and working cross-functionally within the client’s organization and within DataOceans to address and prevent client issues. This position requires the CSM to understand customer communications and related service interactions as well as how they impact a DataOceans client’s revenue, customer experience and retention as well as overall operational efficiency. CSMs will help clients understand how different web based and other communication and self-service technologies (Web, Mobile, SMS, Email, Phone and Social) can be utilized effectively to deliver better results for DataOceans Clients. 

CSMs will develop relationships with key client contacts and help them to achieve results that support their specific industry needs, key use cases and desired business outcomes. This role is central to DataOceans’ goals of maintaining all clients as reference clients and maximizing client adoption of DataOceans’ platform use. The CSM serves as a key post-implementation resource for customers. Developing and then applying in-depth knowledge of the customer, their industry and specific use cases and other information, CSMs help clients achieve greater efficiencies, drive additional revenue and improve customer retention. 

The most successful CSMs will think entrepreneurially in both internal and in client facing situations. In this, the CSM should look to make recommended process changes or recommendations to help facilitate best practices internally and in client facing presentations. 

Initially, this position will focus on supporting a group of established customers working within and helping to mature existing processes. As the CSM develops an expanded knowledge of CCM/CXM and DataOceans’ technology and services, the CSM will work with larger clients and will have the opportunity to grow within the Client Success Team or to pursue opportunities in Sales and Marketing, Project Management, Product Management or Operations. 

Responsibilities

The CSM has the following responsibilities:

·      Manage the day to day relationship with assigned accounts.  Build relationships with all functional areas and manage stakeholder expectations. Develop a strong understanding of the client organization's business strategies as well as their industry and apply this knowledge to all Client interactions and activities.

·      Work cross-functionally with DataOceans to address client issues and maintain applicable Service Level Agreements and overall client satisfaction.

·      Coordinate the deployment of all upgrades/modifications to the platform and services. Develop a full understanding of all changes, impacts and risks. Manage the communication of these modifications to the client pre-deployment and post-deployment. 

·      Work with Client Success team members to plan and conduct strategic review sessions with clients to track progress towards strategic goals and identify new revenue opportunities for DataOceans and strategic initiatives for clients.

·      Initiate and lead project-planning activities such as scope definition, requirements gathering and scope management as it relates to client enhancement projects and manage the related Amended Service Requests (ASRs).

·      Manage all client communication and involvement in ASRs throughout the entire ASR project lifecycle including planning, requirements drafting, scheduling, development, user testing and deployment. Proactively manage IT projects involving interrelated disciplines and multiple stages of the software development lifecycle.

·      Upsell clients on additional capabilities DataOceans could complete for them to solve more business challenges and drive more ROI on our partnership. This will require this role to work closely with clients to understand future business plans and how DataOceans solutions can help solve challenges those plans will come with.

Basic Qualifications

• Bachelor's Degree and/or 2 - 4 years of professional experience in a client success or services, project management, consulting role or other applicable discipline
• Basic understanding of software development lifecycle and email, mobile, SMS, website and digital communication concepts and associated user experience/workflows
• Knowledge and experience managing projects and working with and drafting requirements
• Experience in client/customer facing roles, strong written and verbal communication skills
• Ability to build relationships and influence other functional areas
• Problem-solving skills with ability to perform root cause analysis
• Experience prioritizing multiple issues to maximize ROI and maintain compliance
• Knowledge of and experience with the software development project lifecycle (e.g., design, development, QA testing, implementation, etc.)
• Proficient with Microsoft Office applications

Preferred Qualifications

• Knowledge of and experience with the software development project lifecycle (e.g., design, development, QA testing, implementation, etc.)
• Knowledge of Salesforce, JIRA Service Desk and Confluence or equivalent solution
• Experience with enterprise platforms CCM, CXM, ECM, Document Management, CRM, marketing automation/email marketing BPM systems, preferred
• Ability to interact with and influence all levels, from individual contributors (i.e. System Administrators) to leaders (ex. Executive Sponsors)
• Ability to create and convey customer objectives, success strategies, and to deliver insights for internal and external stakeholders.
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric.
• Demonstrated organizational and operational skills that allow you to manage and support customers at scale.
• Consulting, digital marketing and/or sales/client success experience

DataOceans is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

In compliance with Federal law, all persons hired will be required to verify identity & eligibility to work in the US and to complete the required employment eligibility verification form upon hire.