The Job:
Daasity is seeking an exceptional & dynamic Customer Success Manager to own and nurture customer relationships. This role will be required to interface directly with customers via phone, email, web conference and sometimes in person to ensure customers are successfully reaching their business objectives by utilizing the Daasity platform. Interactions between the Customer Success team and customers will have a direct impact on Daasity’s reputation, growth and revenue.
Who Should Apply?
Successful candidates will also have a passion for business intelligence and eCommerce analytics, advanced critical thinking and problem-solving skills, and a thirst to learn. It is critical that this candidate be a self-starter, have exceptional communication and organizational skills, and be willing to go above and beyond to ensure customer satisfaction.
What will your day-to-day look like?
- Work cross-functionally with onboarding and technical teams to ensure smooth customer transition from implementation stage to using and gaining value with the platform long-term
- Learn the customers business objectives and help them achieve their goals by removing roadblocks, providing strategic direction on eCommerce analytics, and ensuring the customer is taking advantage of all Daasity's platform has to offer
- Develop strong, trusted relationships with key stakeholders within the customers organization, including end users and executives/decision makers, ultimately driving adoption of Daasity's platform throughout the customers organization
- Set and manage customer expectations appropriately
- Identify upsell and cross-sell opportunities to increase MRR
- Proactively identify signals of potential churn-risk and develop action plan to address and improve the customer's experience
- Resolve customer issues either independently or escalating as needed
- Act as an advocate for the customer, communicating needs or feature requests internally to influence future roadmap enhancements
- Turn Daasity customers into Daasity’s biggest advocates
Requirements:
- 2+ years of relevant Customer Success Management or Account Manager experience
- Experience managing and maintaining roughly 20 accounts
- A customer-first mindset with the ability to effectively communicate between internal and external stakeholders
- Demonstrated success in preventing churn and/or successfully identifying up-sell/cross-sell opportunities
- Working knowledge of e-commerce business concepts, metrics, and tools
- Eternal optimist publicly / extremely practical privately
- Dynamic personality; a likable person who can build rapport with customers of all levels of technical experience
- Exceptional written and verbal communication skills with the ability to confidently communicate with technical, business, and executive-level stakeholders
- Strong organizational skills and ability to manage multiple priorities at once
- Reliable and dependable; respond to customers when you say you will
- Self-motivated and driven; a problem solver able to guide projects with minimal guidance
- Tech savvy; ability to learn and use the Daasity platform to help customers reach their goals and make data-driven decisions
- The ability and desire to work in a dynamic, challenging startup environment
- Unrelenting passion for customer success
- Experience using SQL and Looker a plus
- Bachelor’s Degree or equivalent experience
Who We Are:
We are the first and only company to design a proprietary platform specifically for direct-to-consumer e-commerce companies that makes business-critical data accessible and usable for strategic decision-making. We work with a number of high-growth eCommerce customers in evolving markets making for an exciting, challenging work environment where problem solvers thrive. We are creating the tools and providing the insights our clients need to succeed, working as integrated partners in driving growth and profitability.
What We Offer:
- Remote first organization
- Competitive compensation
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical coverage for you and your dependents
- Equity shares
- Growth potential company-wide
- Collaborative, transparent, and fun loving work environment
Application Process:
These steps may vary by role and are dependent on the needs of the company.
- Application Screening
- Initial/Behavioral Interview with the Recruiting Team
- Interview with the hiring manager
- Follow up interview, if applicable
- References
- Offer Package
- Background Check
Thank you for considering Daasity.