Customer Success Manager

Dynata is seeking a Customer Success Manager who will take end-to-end ownership of delivering excellent outcomes for Dynata customer issues. This is a new team for Dynata and you will be a pioneer in this space. Customer Success Managers build and manage powerful relationships with our customers. You’ll know you’re successful when our customers are delighted by your prompt, courteous, and helpful support of their issues. Your days will include troubleshooting, root cause identification, and issue resolution. If you genuinely enjoy making customers happy, have performed technical or customer support in the past, have examples of where you've helped support teams to improve outcomes, are well organized, and are a good communicator, this might be your next role. 

RESPONSIBILITIES

• Becoming expert in Dynata products.
• Working closely with our product managers, engineers, sales specialists and product leads to diagnose current challenges and likely future issues. 
• Quickly respond to critical tickets by identifying the issue, developing a resolution, and communicating to internal and external stakeholders.
• Responding to emails and phone calls from users with the right balance of patience and clear communication. 
• Collecting information and documenting bugs for product issues that are impacting customers. 
• Reporting on thematic trends with product issues to product managers, engineers, sales specialists and product leads to improve product development and delivery. 
• Always be thinking of how you can improve customer experiences with our products. 
• Work closely with the teams that manage and design our products and drive continuous improvement

SKILLS AND ATTRIBUTES

• Desire to develop great relationships with our customers, along with a deep desire to help people and to take a "customer first" approach. 
• Excellent organizational, presentation, and communication skills, both verbal and written
• Being tech savvy and a quick learner of new technologies
• Demonstrated exceptional customer skills from previous employment
• Outcome (vs. output) driven work ethic and leadership skills
• Self-motivated, team-oriented, responsible, and focused on exceeding client expectations
• Familiarity with enterprise software business models and processes, terminology, concepts and strategies
• Demonstrated ability to deal with change and remain focused in high-stress situations
• Comfort in self-managed scenarios, responsive, and dedicated to client success

EXPERIENCE

• Experience with escalations and root cause analysis
• Account Management/Customer Success experience in SaaS startup a plus
• Familiarity with market research, consumers’ behavior and marketing techniques
• Requirement for experience in one or more of the following: market research, survey programming, data analysis, or sampling.
• Previous experience with survey programming or data analysis is especially preferred.

BENEFITS:

• Flexible work environment
• Work-life balance
• Medical benefits
• Generous paid time off
• Learning Management System available through the Intranet providing free access to nearly 500 online training modules and personal development programs
• Dynata offers their new colleague the opportunity to work in an open and global culture, where they welcome feedback and ideas from their colleagues. You will be working in a challenging and inspiring environment with talented colleagues from all over the world. 
• We have great opportunities for growth and professional development.
• And much more!

Dynata is one of the world’s leading single providers of first-party data contributed by people who opt-in to member-based panels that the company manages and maintains. With a reach that encompasses 60+ million people globally and an extensive library of individual profile attributes collected through surveys,