58 applicants

Company

DataKind · 2 hours ago

Senior Manager, Customer Success (Remote)

Fully Remote - can be based anywhere in the U.S.

Full-time

Remote

Senior Level

$102K/yr - $107K/yr

5+ years exp

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Responsibilities

Customer support: The Senior Manager, Customer Success will be the primary point of contact for education customers within their portfolio using DataKind’s student success tool software. This individual will be the frontline support for the customers to ensure that those customers have a positive and smooth experience with DataKind from software customization to implementation to ongoing use.

Customer education: The Senior Manager, Customer Success helps customers within their portfolio learn how to use DataKind’s student success software through the production, use, and support of training materials for onboarding and routine use and troubleshooting. They onboard new customers and ensure that existing customers are supported and oriented to new product releases.

Customer retention: As the customer’s primary point of contact for the student success software for their designated portfolio, the Senior Manager, Customer Success will be the primary individual supporting customer retention and sustained engagement with DataKind through regular customer engagements (e.g. emails, meetings, and events).

Customer Relationship Management System (CRM): The Senior Manager, Customer Success will be the manager of DataKind’s CRM and will provide regular reporting and updates to cross-functional teams for awareness.

Internal collaboration: The Senior Manager, Customer Success represents the “voice of the customer” within cross-functional teams. They’ll be expected to regularly share customer feedback with product teams and contribute suggestions to the product roadmap that represent the customer experience. The Senior Manager, Customer Success will support marketing and fundraising teams with key customer stories, reporting, and other knowledge sharing. They will make recommendations for key external events for DataKind to participate in and where appropriate, will represent DataKind at those events as part of the broader education support team.

Client documentation: Maintain documentation of all client engagements within their portfolio in DataKind’s CRM, managing the platform to ensure it is designed and used in a way that is valuable to DataKind, and providing regular reporting and updates to cross-functional teams. Log all client engagements in the CRM, evaluate the data across clients, and use the findings to inform client strategy.

Piloting a CRM for Student Success software institution acquisition and support, including:

Working with the technology team to design and create a CRM instance to support Student Success software activities;

Creating initial CRM workflows for the Student Success software team's use;

Capturing customer data and interactions, and develop a plan for training team members on CRM use; and

Maintaining the CRM system and ensure all client communications are tracked and documented at least monthly.

Fully defining and documenting the customer journey from prospect to renewal - providing narrative reports and process diagrams for extending the journey to other potential products in the DataKind portfolio.

Conducting a full SWOT analysis and audit of the current onboarding process, proposing and designing revisions to improve it, and identifying key metrics to measure the success of updates to the process.

Implementing a process for soliciting customer feedback, analyzing the data, and sharing customer insights broadly that guide future product iterations and enhance customer experience.

Developing and maintaining a user FAQ for the Student Success software for common questions and concerns, and providing useful insights to the Product and Engineering team for future version releases.

Ensuring support satisfaction from customers and adherence to company-established Service Level Agreements (SLAs) for time to response and engagement.

Hosting customer events aligned to the conference season, occurring at least at 10% of events where DataKind has a presence.

Aligning with industry-based retention metrics (e.g., percent retained in rolling six months or by academic year) and collaborating with cross-functional teams.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementCRM ManagementData Science FamiliarityClient Relationship BuildingEducation Products KnowledgeTraining Material ProductionCustomer Retention StrategiesCustomer Feedback AnalysisHigher Education Network

Required

Alignment with DataKind mission and values and experience working across lines of difference (culture, identity, and time zone).

5+ years of experience in building relationships within a technology product’s customer success, customer support or developer relations process.

Ability to foster client relationships with a sales-oriented approach.

Familiarity with data science and AI products and how machine learning models work at the user level, preference for candidates who have provided client support and education for these types of technical products.

Knowledge of education related products and services and the ability to navigate the sales cycle for academic institutions.

Self-motivated, results driven and persistent in the face of challenges (bounce back from hearing no).

Preference for candidates with a network of contacts in higher education space especially with public education institutions and systems.

Preference for candidates with knowledge and experience working with higher education institutions.

Benefits

Flexibility in your working schedule.

Generous leave policies: Paid Parental Leave, 14 paid holidays annually and unlimited PTO!

Access to an outstanding health plan. We pay 100% of medical, vision, and dental benefits for employees and 72% for spouse/domestic partner and dependent coverage.

Support to plan for your future. We offer a 401(k) plan and match employee contributions up to 5% of the annual salary.

Opportunities to learn and grow. Each year, we budget funds for each staff person to access ongoing professional development support.

Wellness Reimbursement Program. Employees can be reimbursed for wellness and lifestyle purchases that are meaningful to them.

DEI commitment. DataKind is committed to a diverse, equitable and inclusive work environment in our day-to-day work and via special initiatives driven by our DEI Steering Committee.