Senior Manager - Customer Success

6 days ago

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DataKind

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Data Analysis • Volunteer Matching • Data Visualization • Data Science for Social and Civic Sector • data science

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💰 $2M Venture Round on 2016-10

Description

• DataKind is looking for a Senior Manager, Customer Success. • This is a remote position based anywhere in the U.S. requiring majority working hours to fall between 8am and 6pm Eastern Time. • The Senior Manager, Customer Success will support users of DataKind’s Student Success software. • Responsible for managing customer issues and identifying advocates within the customer base. • Ensures customers have a positive experience from software customization to ongoing use. • Represents the “voice of the customer” within cross-functional teams. • Maintains documentation of all client engagements within DataKind’s CRM.

Requirements

• 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.