Dakota Software

Customer Success Manager

• The Client Success Manager serves as the primary contact for new and existing clients, advising and guiding them through implementation of the software, ensuring they adopt it widely and ultimately recognize business value of the solution in order to retain them as long-term customers.
• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources
• Project manage client onboarding to successful outcomes, accelerating the time they begin finding value
• Engage with client stakeholders to understand the client's business goals and objectives
• Collaborate with the Business Analyst to determine a solution to client request and project approach
• Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones
• Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites
• Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements
• Manage and facilitate project communications to stakeholders and project team members
• Identify and manage project risks, and work with clients to avoid or minimize impact
• Drive early adoption, setting KPIs and success metrics
• Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features
• Mine current customer relationships for up-sale possibilities, expansions and renewals
• Accurately forecast sales projections and the value of deals

Client Success Manager

Compliance

• Research assigned environmental, health, and safety regulations and industry initiatives using various resources
• Assess assigned issues, identify critical elements, and recognize necessary content updates
• Follow established guidelines, conventions, and processes; and keep current with new and/or modified processes and product conventions
• Demonstrate knowledge of current and emerging EHS regulations, regulatory programs, and relevant industry initiatives necessary and helpful to completion of assigned work
• Write plain English summaries of regulations, audit questions, and compliance tasks following company guidelines
• Use various software tools to collaborate with team members and incorporate your individual work into the team's collective work product
• Prepare materials needed for your work to enter the peer review process and respond appropriately to the results of that review to ensure quality work product
• Participate in database update release testing according to test plan assignments
• Support process improvement initiatives
• Participate in daily stand-ups and other team meetings
• Perform other job-related duties as assigned or required commensurate with experience and skills

Client Success Manager

Regulatory Analyst