The Customer Success Manager (CSM) is a critical role in Dachis
Group’s Software-as-a-Service business model. As a partner and
trusted advisor, the CSM ensures that maximum value is derived from
Dachis’ products and packaged services by educating clients,
articulating the product value, driving adoption, sharing best
practices, answering business questions, and identifying
Dachis Group is the social
marketing optimization software solutions leader. Utilizing a
proprietary big data analytics platform and the world's leading
social business solutions team, Dachis Group helps the world's
largest brands optimize their social marketing and engage@scale
with their customers. The Customer Success Manager (CSM) is a
critical role in Dachis Group’s Software-as-a-Service business
model. As a partner and trusted advisor, the CSM ensures that
maximum value is derived from Dachis’ products and packaged
services by educating clients, articulating the product value,
driving adoption, sharing best practices, answering business
questions, and identifying opportunities.
Ultimately, the CSM’s goal is to ensure that customers
clearly understand the value of the software, use the software
on regular basis, renew their software license annually, and
consider upgrades and additional software purchases. Ensuring
that the ROI of the software is articulated, achieved, and
documented is key element of that process.
Customer Success Managers will
collaborate with a dynamic internal team of Product Managers,
Analysts, and Salespeople to develop optimal customer
experiences for a wide variety of clients who are responsible
for the social media strategies of companies including Acer, Jet
Blue, Red Bull, Coke, Marriott, Starwood, Bank of America,
Nokia, and Target.
Establishing software accounts for new clients – ensuring their
data and campaigns are set-up properly.
• Preparing for
training sessions – familiarize with client industry, needs, and
trends. Anticipate their reporting needs.
regular training sessions via Webex/phone.
• Documenting and
trouble shooting product or data issues that may arise by
working with Director of CS and Product Managers
to client requests for ad hoc training/supporting them in report
• Developing templates for reports that bring our
software data and insights to life for your client: you may
collaborate with Dachis analysts to create reports or sometimes
create them yourself.Collaborating with Product Managers to
provide them with client feedback on the products.
Articulating and documented ROI of the software for each client.
• Tracking client interactions/opportunities in SalesForce.
Skills and Experience:
Well-developed consultative skills (e.g., rapidly grasp customer
business issues, probe for pain points through interviews,
analyze data, and develop/present recommendations to a senior
• Strong analytical and problem solving skills;
high level of business acumen is required
• Social media
junkie: be intimately familiar with top trending social media
• Past experience in digital marketing roles or
• Strong presence and confidence in
front of senior executives
• Excellent oral and written
communication skills; effective in person and by phone
Excellent interpersonal/customer relations skills; clear and
concise verbal and written communicator
• Accountable for
results and deliverables; self-starter who works independently
• Ability to manage multiple assignments
• Experience with other analytics or tracking
tools is helpful (Radian 6, Spredfast, Social Bakers,
Note: this is not a sales
position. Customer Success is responsible for recognizing
opportunities to solve client requests/challenges by introducing
appropriate services or additional software. A sales-person is
assigned to each account and will take responsibility for the
Dachis Group is the global leader
in data-driven social marketing solutions. Built on a
proprietary big data analytics platform, Dachis Group’s social
performance measurement and amplification software applications,
collaborative insights and reporting capabilities, and world
leading data-driven social marketing solutions group help the
world’s largest brands engage@scale with their customers.
Every day, Dachis Group’s big data social analytics
platform monitors over 10 billion social behaviors and 50
million+ social signals in real-time. Dachis Group delivers
powerful insights by tracking, monitoring and helping manage
conversations and content across 35,000 brands, 100 million
social accounts, and an aggregate audience of 7 billion
followers, fans, subscribers and contributors from 233 countries
across dozens of the largest social platforms.
The company serves many of the world’s largest brand
marketers and their agencies including Disney, Estée Lauder, US
Cellular, Hewlett Packard, Nestlé, and Nokia.
Dachis Group - 16 months ago
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