Open Position: Customer Success MANAGER

Job Summary: Terra Dotta is seeking an experienced Customer Success Manager. This person will have primary responsibility for the on-going success of customer relationships. The Customer Success Manager is a complex, demanding and highly visible role with many expected outcomes. It requires a highly organized individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills, and strategic execution. The Customer Success Manager will work extensively with customer stakeholders and internal teams to expertly guide customers throughout the customer lifecycle to ensure Terra Dotta is in the best position to solve the customer’s business needs.

As a trusted advisor, you will ensure customers have the Terra Dotta products and services that best fit their immediate needs and their future use cases. You have proven technical aptitude in past roles by learning technical products and adjusting to complex explanations. You excel in a fast-paced environment, working as a customer’s internal advocate to remove obstacles that may impede a customer’s experience with Terra Dotta. You thrive on solving new, complex challenges that are unique to your customers and their businesses.

Job Duties and Responsibilities:

• Be a key point of contact to guide and mentor customers on the use of the product, best practices, and new features to drive renewal rates, expand business to sales, and customer satisfaction
• Act as a knowledgeable and trusted advisor for current product offerings as well as future expansion options
• Guide best practices into producing customers who can be referenced, with high customer satisfaction and high renewal predictability
• Serve as the customer advocate internally, looping in customer support, product development, sales, marketing, and professional services as needed
• Provide regular customer status updates to the VP of Customer Success, including high-risk customers and customers with high upsell potential
• Develop and maintain a positive working relationship with the customer project team and customer executive sponsor
• Act as an escalation liaison between Terra Dotta and customers
• Provide feedback to internal teams on product usage, feature enhancement requests, and product limitations
• Ensure there are clear and consistent collaboration and communication within the customer team and Terra Dotta
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the true underlying needs
• Work with customers and partners, and support both sides to ensure successful integration

Required Experience:

• Experience implementing new processes and communicating them with internal teams
• A motivated and positive approach to solving customer problems large and small
• Experience using data tools to build executive-level reports and dashboards
• Experience communicating with all levels (ex. advisors, management, C-suite)
• Exceptional communication, writing, and organizational skills
• Ability to work effectively as a team member of complex projects
• Sense of urgency, self-managed and goal-oriented attitude
• Knowledge of SaaS tools
• Travel will be at approximately 20% - domestically
• Experience with Salesforce and other related CRM tools

Education and Experience:

• Bachelor’s degree
• 5+ years of experience, at least 2 years in a customer-facing role

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to stand, sit and talk or hear with prolonged periods working on a computer.

To Apply

To apply click here.