Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
Discover
The Opportunity
As a Senior Customer Success Manager on the Customer Success Onboarding Team your primary function is to guide our largest prospects and customers through their onboarding period with Dash Social. You will look to prove value as the customerfacing product and onboarding expert on the Dash Social team. You will work closely with our most senior members of the Account Management and Account Executive teams to ensure that our customers have consistent adoption habits to achieve outcomes with our software that align with their business objectives. You will also work closely with our Product and Product Marketing teams to stay current on all of Dash Socials product offerings. Two key aspects of this role will be customer onboarding and product adoption.
What youll do
Responsibilities
Customer and Prospect Facing
- Move toptier new customers through a 30 to 90day onboarding flow ensuring they meet usage requirements.
- Project manage largescale migrations from competitive softwares.
- Provide product training feature demonstrations and workshops to existing and prospective customers during their onboarding and trial periods.
- Work with Account Owners to identify prospects goals and ensure the onboarding flow and objectives align for each customer.
- Identify opportunities for further expansion/growth throughout the onboarding period.
- Act as the product expert for RFPs and largescale pilots.
- Provide industry and rolespecific examples and best practices.
- Demonstrate a clear understanding of the technical aspects of the Dash Social platform.
- Provide accurate and timely answers to questions from customers and prospects regarding the functionality of the Dash Social platform.
- Be the customers main point of contact for all platformrelated inquiries during their onboarding period.
Internal Duties
- Monitor and report on the usage and workflows of customers during their onboarding period via Mixpanel and Looker Studio.
- Track bugs and customer question trends during the onboarding and trial period.
- Strategize new use cases and tactics to increase adoption during the onboarding and trial periods.
- Provide accurate and detailed customer feedback to the Product team.
Collaboration
- Provide customer onboarding product training feature demonstrations and workshops to existing and prospective customers during their trial and onboarding periods.
- Be the expert in the customer onboarding period and relay feedback on the process to leadership and crossdepartmentally (Product Marketing Content Account Owners).
What youll need
Qualifications
The ideal candidate is experienced in an onboarding or customer success role with strong technical skills and the ability to effectively adapt to a fastpaced rapidly changing industry and company. We require exceptional communication skills in order to build and maintain the trust of our existing customers. Ability to collaborate well across internal teams and comfort levely expanding their role parameters as needed to get the job done.
- 35 years of relevant work experience.
- Experience dealing with large brands and global teams.
- Ability to selfstart and bring forward ideas.
- Comfortable creating and seeing through longterm plans.
- Exceptional communication skills in order to build and maintain the trust of our existing and prospective customers.
- Ability and desire to collaborate well across internal teams.
- Exceptional organizational skills.
- Ability to craft messaging that will reengage a user.
- Be invested in personal growth and hungry to learn new skills.
- Experience with virtual meetings is required.
Dont meet every qualification Research shows that equitydeserving groups like women and people of colour are 20 less likely to apply to jobs unless they are 100 qualified. Dash Social is committed to diversity equity and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications dont match up perfectly we encourage you to still apply. You may be the best candidate for this role.
Were looking for
Core Skills
A little bit about us
Dash Social
The only tool you need to outsmart social
Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated crosschannel insights and workflow tools Dash Social enables brands to create content that entertains engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social visit dashsocial.
At Dash Social you will be given the opportunity to take risks learn and grow your career. Youll be joining a talented hardworking team with leading policies and practices recognized as a top employer in Canada.
Are you interested
Work With Us
At Dash Social we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched collaboration and support among the team is what propels us forward.
Dash Social would not exist without the dedicated employees who contribute their unique skills voices and ideas to the companys longterm success. Building a diverse and talented team is an integral part of creating an innovative and wellrounded product and work environment.
Dash Socials hiring practices and company culture does not condone discrimination based on race religion colour national origin sex sexual orientation age veteran status disability status or any other applicable characteristics protected by law.
Employee Benefits
At Dash Social our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family you can also expect:
- Vacation personal days and sick time
- RRSP/401k matching
- Annual mental health benefit
- Quarterly wellness benefit
- Donation matching program
- Parental leave topup plan
- Workfromhome benefit
- Flexible working hours and location
- Departmental and teamwide bonding activities
Required Experience:
Manager
Employment Type
Full-Time
