Customer Success Manager

SUMMARY

As part of the Operations organization, the Customer Success Manager will provide leadership to their assigned team and pursue strategic growth with their assigned customers. They will be responsible for ensuring a positive customer experience, avoid churn, meeting revenue targets, creating level of effort estimates, maintaining artifacts within various systems, and forging a strong referenceable bond with the client(s).

Role and Responsibilities

• Improve the overall customer experience, create engaged customers, and facilitate organic growth
• The day-to-day Operational, Functional and Technical support of the assigned customers:
  • Daily prioritization, supervision, assignment, and collaboration of their team members in support of the company and customer deliverables
    • Assessing the requirements/needs from the customers
    • Prioritizing the Requests based on urgency, segmentation, and order received
    • Assigning for execution across the team based on skill sets, customer knowledge, and capacity
    • Ensuring execution/completion of the work, including the Project Management and Customer Communication
    • EDI Coordination and Mapping
    • System Configuration
    • Production Solutioning
• Putting in place an Operational Roadmap with each customer:
  • Communications frequency, methods (i.e., MBR’s, Ticket Reviews, Reporting, etc.)
  • Ensuring Health Checks are being offered, planned, and executed
  • 6-9 Month plan of known/planned activities, projects
    • i.e., Annual Upgrades, Migration plans as needed, EDI and Integration initiatives, new facilities, reports, etc.
• Meeting or exceeding the assigned Revenue targets via:
  • Billable services
  • Change Requests
  • Expansions
  • Cross-sells and up-sells (in conjunction with the AM)
• Maintaining positive, referenceable relationships with our customers:
• Collaborate, develop, follow, and execute standard service process, procedures, and standards
  • Includes completing required Datex system reporting and documentation
  • Timely and accurate time keeping
  • Generating SOWs, CRs, Functional Requirements, and other relevant documentation
  • Create tickets and knowledgebase articles as applicable
  • Submit billable effort to accounting and follow up accordingly
  • Maintain artifacts within applicable systems – Dynamics, DevOps, AutoTask, etc.
• Mentoring, Training, and Professional Development of the team resources

• Establishing and reinforcing Datex’s value to each customer
• High client retention (churn reduction)
• Serve as Voice of the Customer internally

• Maintain deep understanding of our product and solutions
• Continuous training of direct and indirect team members

Requirements

Preferred Skills

• Experience in Customer Success, Account Management, or Implementation

• Client focused, ability to build strong relationships with the customers

• Work directly with the client and Client Delivery Teams to ensure progress on their requests

• Must have fundamental knowledge of:

• Customer Success or Account Management
• Strategic Client Communications
• SQL
• CRM and Ticketing Systems
• Microsoft Office
• EDI
• Software Solutioning
• Warehouse Management Software (WMS)

Required Qualifications

• Associate or Undergraduate Degree in relevant subject, and/or minimum of 8 years of relevant experience

• Minimum of 5 years’ experience in Customer Success, Account Management, or customer facing, revenue generating role

• Previous WMS solutioning, configuration, or implementation experience preferred, but TMS or ERP would be beneficial

• Ability to build and maintain collaborative relationships with team members and clients

• Capable of managing cross-functional teams projects and work assignments

• Good communication skills – ability to communicate clearly and concisely in both verbal and written mediums

• Ability to organize own work based on the priorities established

• Able to travel up to 25%

Benefits

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Inclusive, flexible, fully remote environment

Not only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace!