Our ideal candidate:
An experienced customer success manager with a creative mind and extraordinary problem-solving skills to make the data analytics revolution happen and join our fast-growing team.
Responsibilities:
- As primary liaison, act as trusted advisor to the client, enhancing the client relationship experience.
- Act as an advocate for client interests, gaining an understanding for client’s successes and challenges, subsequently sharing feedback with all Datricks departments
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and working with our solution
- Promote the value of the product and upsell services and products
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with Datricks
- Promote an energetic fan base for products and locate brand ambassadors to share the product’s benefit and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best solution for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Plan and execute onboarding process, implement Datricks and provide comprehensive training
- Provide timely response and resolution to all client inquiries and issues including post “Go-Live” support utilizing our internal support ticket system
- Provide business insight with aim of improving client experience through analysis of client data and Datricks usage
Qualifications:
- 3-5 years of experience in customer service or customer success position
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, previous B2B product, Big Data or AI related preferred
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Working knowledge and experience in SQL
- Excellent verbal and written communication skills with the ability to relate technical concepts to clients with varying technical backgrounds
- Proactive and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges
- Social and team-oriented personality with strong collaboration skills focused on a commitment to quality and success
- Amenable to a potential travel requirement of up to 25%
- Experience with these domains: ERP Systems, Financial Systems, Process Mining, BI and Analytics – Advantage
