Customer Success Manager, Datasite
$60.6-103.3k
More information about location
SaaS provider for the M&A industry
Open for applications
SaaS provider for the M&A industry
1001+ employees
Open for applications
$60.6-103.3k
More information about location
1001+ employees
Company mission
To empower the dealmaking community to work smarter and faster.
Role
Who you are
- Bachelor’s degree in business or related field and /or equivalent combined education and experience
- 2-4 years of experience directly managing customer facing strategic accounts
- Strong solution-based selling skills
- Execution-oriented, self-starter and self-navigator who can prioritize high-value projects versus tasks in a fast-paced environment and balance demands of multiple projects
- Demonstrated project management skills
- Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation, and interpersonal skills
- Proven experience conducting accurate revenue forecasting, account reviews, strategic account plans, and general performance data as required
- Demonstrated performance in achieving customer satisfaction requirements
- Extensive experience working with senior executive level staff
- Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Salesforce experience preferred
What the job involves
- The Customer Success Manager owns the operational, commercial, and strategic responsibility for a portfolio of high value customer accounts
- This position is responsible for increasing the value of each account by driving a consistent increase in product feature adoption, product usage and product expansion
- The Customer Success Manager is responsible for ensuring complete customer satisfaction by ensuring they have immediate access and resolution to questions and concerns during their interactions
- This position works directly with the designated account and internal departments to create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives
- Build and maintain effective long-term relationships and a high level of satisfaction with key executive-level decision makers and influencers at multiple assigned customer accounts
- Lead the strategic direction/planning for new accounts
- Evaluate and influence recommendations for assigned key account’s business processes and provide recommendations for solutions and enhancements that generate efficiency, revenue, and scalability in projects
- Drive adoption of expansion opportunities within assigned accounts and their community through communications and other activities as needed, collaborating with sales, support services and product groups
- Prepare and deliver performance related presentations and presentations geared towards increasing value of the account
- Monitor performance against forecast and ensure forecast targets are met
- Broaden network of contacts within key global accounts by function and level of seniority
- Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs
- Act as liaison for internal and external communications with assigned accounts; manage ongoing conference calls and ensure a positive relationship with assigned accounts
- Provide regular status reports and manage task lists on assigned accounts progress for all internal functions
- Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally
- Manage required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements
- Work closely with the customer to plan and implement strategies utilizing internal and external resources
- Implements governance models for accounts and ensures account is operationally green
- Manage projects using defined project management tools and communication vehicles
- Analyze numbers and metrics for customer and internal management detailing findings and recommendations to improve activity
- Evaluate program and activity results to adjust strategies to meet changing market and competitive conditions and improve client outcomes
- Deliver detailed account planning and opportunities review
- Initiate and manage customer escalations and incidents
- Partner with support services to drive to closure of cases
- Responsible for customer communications on progress, resolution, and root cause for incidents
Our take
As M&A deals continue to increase in both size and frequency, key stakeholders have been actively seeking tools to streamline their work. Datasite emerges as a solution. Having transitioned from its original focus on communications, the company now offers a suite of SaaS products tailored for M&A professionals, serving approximately 75% of the leading legal firms in the field.
Benefiting from its extensive experience in the industry, Datasite has successfully transformed into a more contemporary business entity. It has recently introduced highly acclaimed AI-powered technology to assist in deal preparation, asset marketing, and facilitating buy-side acquisitions.
With significant global expansion and strategic acquisitions, Datasite remains committed to enhancing its platform capabilities. Notably, in March 2023, it unveiled Datasite Cloud, specifically designed to streamline every aspect of the dealmaking process within a unified platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Culture and benefits built around work-life balance
- Extensive resources to support physical and mental health
- Employee assistance program
- Generous retirement plans
- Incentives for referring new colleagues
- Learning, training and mentoring programs
- Cross-functional projects
- Stretch assignments to help you progress
- Receive feedback and earn bonuses from peers & managers
- Employee bonding activities
- ESG and charitable team initiatives
Company HQ
Downtown West, Minneapolis, MN
Articles
Leadership
Rusty Wiley
(President & CEO, not founder)Before joining Datasite, Rusty held various executive roles at IBM Corporation, most recently, as General Manager, Banking & Financial Markets. Upon joining Datasite in 2014, Rusty led the successful transformation from a communications and print-related business into a global M&A SaaS technology company.
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