Customer Success Manager

Position Summary:

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Deals with Ambiguity - Adapts smoothly to change and thrives in ambiguity, maintaining composure and productivity. Maintains progress despite incomplete information and tackles complex issues constructively.

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

• Applies AI and Technology - Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most.

What You'll Do and Impact:

• Ensure an excellent customer experience by coordinating with internal teams to address customer needs, requests, and timelines promptly.

• Provide post-sale support for customers, guiding them through DS Smart setup, navigation, and best practices.

• Lead onboarding and training for platform end-users, assisting with app and equipment setup while ensuring a seamless transition.

• Engage with customers regularly via phone, email, and chat to provide proactive support and address inquiries.

• Monitor customer engagement and usage metrics using Totango to identify risks and optimize adoption.

• Advise customers on best practices for implementing and maximizing the Technology Solutions product portfolio.

• Collaborate with the Sales team by providing customer insights and reporting to support expansion opportunities (without direct selling responsibilities).

• Work closely with Product and Engineering teams to escalate and resolve software-related issues and recommend improvements.

• Assist with equipment-related issues, including troubleshooting and escalating complex cases as needed.

• Represent the voice of the customer, providing feedback on product enhancements, sales processes, and overall customer experience.

Experience:

• Bachelor's degree in business, communications or other related field

• 3-5 years of Customer Success, Account Management or Sales experience in a Saas organization

• Ability to travel by car and/or plane up to 25%

• Valid, unexpired driver's license with satisfactory driving record