Senior Customer Success Manager

Description

Builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery. Coordinates response to installation-related issue evaluation and resolution. Monitors Customer Success Management by analyzing sales and performance data. Engages with customers, in person or remotely, and represents the company in retention situations. Coordinates appropriate and effective engagement between customers and company service providers and ensures ongoing and high levels of customer satisfaction.

Responsibilities

Responsible for customer success management in medium-sized business markets. May support more senior Customer Success Management specialists with management of large customer accounts. Develops customer relationships as a trusted advisor, providing business and product expertise and exceptional customer support. Informs customers of various DN products, features and optimizations. Solicits customer feedback and works internally with product, sales and marketing to ensure understanding of customer needs and priorities. Identifies areas for improvement with internal teams to ensure customers have access to required product experts and resources. Proactively meets with customers to review DN's actual versus anticipated service levels. Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations. Develops ongoing business relationships with key customer technical and managerial stakeholders. Impacts overall team effectiveness. May provide informal support to less experienced team members.

Qualifications

• 5 years of working experience including 2+ years in Customer Success Management roles.

• Strong customer relationship management and stakeholder engagement skills.

• Excellent communication skills in English. Mandarin is a plus.

• Proven ability to work cross-functionally to resolve issues and deliver successful customer outcomes.

• Exposure to technology, software, hardware, or managed services environments.