Customer Success Manager
DTEX Systems
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $140,000 - $200,000 per year
About the role
- Serve as the primary point of contact for an assigned portfolio of customers in all aspects of the post-sales relationship.
- Conduct Account Planning alongside Sales and i3.
- Assist customers with setting up and navigating DTEX InTERCEPT and Pulse
- Expand customer commercial relationship and identify relevant upsell opportunities.
- Partner with Sales team to bring relevant upsell opportunities to closure.
- Ensure timely completion of customer facing deliverables such as executive business reviews, support, investigation, and professional services requests with the support of internal department representatives.
- Assist in creating training courses and educational materials.
- Engage with increasingly senior levels of the customer organization to evangelize DTEX products and services.
- Work internally and with customers to translate complex technical requirements into implemented solutions.
- Advocate for needs as the customers’ voice within DTEX.
- Provide insight and technical knowledge to other internal groups as needed.
- Educate customer on best practices for DTEX platform usage.
- Triage technical issues and drive issue escalation within DTEX Support and Engineering.
- Provide feedback based on personal and customer impressions of DTEX services, report bugs and problems encountered in the field, and make recommendations for improvement and new service features.
Requirements
- 7+ years of experience in a customer-facing customer success, operations, project or account management role.
- Excellent communication (written and verbal) skills, both internally and externally.
- Demonstrated competency communicating with executive, manager and individual contributor levels.
- Accountability and personal organization
- Strong ability to communicate technical concepts to customers in a business-oriented way combined with the ability to communicate customer technical requirements internally to engineering oriented resources.
- Security domain knowledge is essential.
- Project management skills to drive simultaneous efforts across multiple groups to ensure timely completion of deliverables.
- Ability to handle a broad portfolio of competing customer needs.
- Ability to convey customer concerns to different internal stakeholders (Support, Development).
Benefits
- Fully remote company
- Comprehensive health, vision, and dental coverage
- Flexible time off
- Company computer hardware of your choice
- Work from home setup reimbursement
- Wellness perks including access to mental healthcare, gym discounts and personal care concierge
- Virtual events, happy hours, trivia, and fun
- Monthly Internet & Phone Reimbursement
- Opportunities to learn and grow
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementproject managementtechnical communicationissue escalationtraining course creationbusiness reviewstechnical requirements translationupsell opportunity identificationcustomer relationship management
Soft Skills
excellent communicationaccountabilitypersonal organizationability to handle competing needsevangelizing productscustomer advocacycollaboration with internal teamsinsight provisioncustomer educationproblem-solving