Customer Success Manager

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

The Customer Success Manager owns the operational, commercial, and strategic responsibility for a portfolio of high value customer accounts. This position is responsible for increasing the value of each account by driving a consistent increase in product feature adoption, product usage and product expansion.

The Customer Success Manager is responsible for ensuring complete customer satisfaction by ensuring they have immediate access and resolution to questions and concerns during their interactions.

This position works directly with the designated account and internal departments to create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives.

Accountabilities:

• Build and maintain effective long-term relationships and a high level of satisfaction with key executive-level decision makers and influencers at multiple assigned customer accounts.

• Lead the strategic direction/planning for new accounts.

• Evaluate and influence recommendations for assigned key account’s business processes and provide recommendations for solutions and enhancements that generate efficiency, revenue, and scalability in projects.

• Drive adoption of expansion opportunities within assigned accounts and their community through communications and other activities as needed, collaborating with sales, support services and product groups.

• Prepare and deliver performance related presentations and presentations geared towards increasing value of the account.

• Monitor performance against forecast and ensure forecast targets are met.

Customer Relationships/Governance

• Broaden network of contacts within key global accounts by function and level of seniority

• Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs.

• Act as liaison for internal and external communications with assigned accounts; manage ongoing conference calls and ensure a positive relationship with assigned accounts.

• Provide regular status reports and manage task lists on assigned accounts progress for all internal functions.

• Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally.

• Manage required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements.

• Work closely with the customer to plan and implement strategies utilizing internal and external resources.

• Implements governance models for accounts and ensures account is operationally green.

Opportunities Management/Leadership

• Manage projects using defined project management tools and communication vehicles.

• Analyze numbers and metrics for customer and internal management detailing findings and recommendations to improve activity.

• Evaluate program and activity results to adjust strategies to meet changing market and competitive conditions and improve client outcomes.

• Deliver detailed account planning and opportunities review.

• Initiate and manage customer escalations and incidents.

• Partner with support services to drive to closure of cases.

• Responsible for customer communications on progress, resolution, and root cause for incidents.

Qualifications:

• Bachelor’s degree in business or related field and /or equivalent combined education and experience

• 2-4 years of experience directly managing customer facing strategic accounts

• Strong solution-based selling skills

• Execution-oriented, self-starter and self-navigator who can prioritize high-value projects versus tasks in a fast-paced environment and balance demands of multiple projects.

• Demonstrated project management skills.

• Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation, and interpersonal skills

• Proven experience conducting accurate revenue forecasting, account reviews, strategic account plans, and general performance data as required.

• Demonstrated performance in achieving customer satisfaction requirements.

• Extensive experience working with senior executive level staff.

• Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Salesforce experience preferred.

As a global organization, Datasite knows that diverse perspectives are essential to our success. We’re committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.