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Customer Success Manager

Company: DTN
Location: Burnsville
Posted on: March 29, 2020

Job Description:

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world. We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It's a difference you've likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that's just for starters. That's why we say, "When our customers prosper, we all win."

Job Description:

DTN is the independent, trusted source of actionable insights for 2 million customers focused on feeding, fueling and protecting the world. Customer-centric and employee-driven, DTN focuses on empowering agriculture, oil and gas, trading, and weather-sensitive industries through continuous, leading-edge innovation. DTN is based in Minneapolis, with offices globally.

We are looking for a technically savvy Customer Success Managers who possesses a strong drive for results. CSM's are proactive, drive adoption of DTN services, intuitive and are dynamic in a sense that they can work with different personalities and a broad range of customers who are in different phases of the customer life-cycle. Informed, organized and generally curious, CSM's love working with clients and ensuring their success.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Job Duties & Responsibilities:

Proactively manage the customer life-cycle, including on-boarding, adoption, and renewal

--- Establish a trusting relationship with client (technology owners, stakeholders and executives)

--- Drive revenue through renewals, cross-sells and up-sells

--- Maintain a near perfect retention rate --- Develop strong understanding of the customer's business and use cases

--- Develop a network of champions within each account through education, coaching and troubleshooting

--- Conduct regular on-site and/or remote business reviews to recap usage and to further engage the client

--- Ensure timely and successful delivery of solutions according to customer needs and objectives

--- Track & forecast key account metrics

--- Interface and collaborate with other DTN teams (Product Managers, Marketing, Sales, Support) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations

--- Communicate customer needs/issues with other DTN teams including Product Managers, Sales and Marketing

--- Communicate major updates and releases, ensuring client enacts changes based on need and interest

--- Collaborate with Marketing to develop client-facing assets

--- Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics

--- Work with the Product Managers on major and/or trending feature requests


--- 2+ years customer success or account management experience in a SaaS or software company

  • Excellent interpersonal skills.
  • Strong communicator in both presenting and writing highly consultative with savvy business acumen
  • Persistence to build relationships where none exists
  • Ability to multi-task and prioritize
  • Strong technical aptitude and ability to learn
  • Experience in Mobile or SaaS a plus Experience
  • Experience working with, and managing, stakeholders and customers
  • Experience of working with live chat platform useful but not essential
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Results-driven mentality, with a bias for speed and action
  • Degree is preferred but not required

    Why DTN?

    OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world.

    OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis.

    OUR VALUES: Customer Delight, Education, Teamwork, Colleague Focus, Innovation, Integrity

    We have great benefits at DTN - apply today to find out more!

    At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Keywords: DTN, Burnsville , Customer Success Manager, Executive , Burnsville, Minnesota

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