Customer Success Manager Job Opening
Customer Success Manager
DTN, LLC
• Norman, OklahomaDTN is the independent, trusted source of actionable insights for 2 million customers focused on feeding, fueling and protecting the world. Customer-centric and employee-driven, DTN focuses on empowering agriculture, oil and gas, trading, and weather-sensitive industries through continuous, leading-edge innovation. DTN is based in Minneapolis, with offices globally.
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. CSMs are proactive, drive adoption of DTN services, intuitive and are dynamic in a sense that they can work with different personalities and a broad range of customers who are in different phases of the customer lifecycle. Informed, organized and generally curious, CSMs love working with clients and ensuring their success.
Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.
Job Duties & Responsibilities:
- Proactively manage the customer lifecycle, including on-boarding, adoption, and renewal
- Establish a trusting relationship with client (technology owners, stakeholders and executives)
- Drive revenue through renewals, cross-sells and upsells
- Maintain a near perfect retention rate
- Develop strong understanding of the customer’s business and use cases
- Develop a network of champions within each account through education, coaching and troubleshooting
- Conduct regular on-site and/or remote business reviews to recap usage and to further engage the client
- Ensure timely and successful delivery of solutions according to customer needs and objectives
- Track & forecast key account metrics
- Interface and collaborate with other DTN teams (Product Managers, Marketing, Sales, Support) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations
- Communicate customer needs/issues with other DTN teams including Product Managers, Sales and Marketing
- Communicate major updates and releases, ensuring client enacts changes based on need and interest
- Collaborate with Marketing to develop client-facing assets
- Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics
- Work with the Product Managers on major and/or trending feature requests
Qualifications:
- Excellent interpersonal skills
- Strong communicator in both presenting and writing
- Highly consultative with savvy business acumen
- Persistence to build relationships where none exists
- Ability to multi-task and prioritize
- Strong technical aptitude and ability to learn
- Experience in Mobile or SaaS a plus
Experience:
- 2+ years customer success or account management experience in a SaaS or software company
- Experience working with, and managing, stakeholders and customers
- Experience of working with live chat platform useful but not essential
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
Skills and Qualifications:
- Educated to degree level preferred but not essential
- Excellent interpersonal skills
- Strong communicator in both presenting and writing
- Highly consultative with savvy business acumen
- Persistence to build relationships where none exists
- Ability to multi-task and prioritize
- Strong technical aptitude and ability to learn
- Experience in Mobile or SaaS a plus
- Results-driven mentality, with a bias for speed and action
- Self-motivated, enthusiastic and with a “can do” attitude
DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled