Customer Success Manager

As part of the Operations organization, the Customer Success Manager will be both a player and a coach in their contributions to the overall success of the customer experience. 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

Establishing 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-sell and up-sell opportunities

Maintaining positive, referenceable relationships with our customers:

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

Collaborate, develop, follow, and execute standard service process, procedures, and standards

• Includes completing required Datex system reporting and documentation
• Generating SOWs, CRs, Functional Requirements, and other relevant documentation
• Create tickets as applicable
• Obtain quote signoff and submit signed quotes for billable activities to accounting and follow up accordingly
• Maintain artifacts within applicable systems – Dynamics, DevOps, etc.

Mentoring, Training, and Professional Development of the team resources

• Maintain deep understanding of our product and solutions
• Continuous training of direct and indirect team members
• Renew Software Agreements
• Review existing agreements prior to expiration for cross-selling and up-selling opportunities
• Submit quote proposals for internal approval
• Provide quotes to customers and negotiate prices and terms
• Obtain signoff and submit to accounting for invoicing prior to expiration of existing agreements

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
• Preferred candidates will have fundamental knowledge of:
• Customer Success or Account Management
• Revenue goals and strategy
• Strategic Client Communications
• CRM and Ticketing Systems
• Microsoft Office
• EDI
• Software Solutioning
• Warehouse Management Software (WMS)

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job.

• 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 20%
  

Qualified applicants must be located in the United States

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Supportive leadership 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!

Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.