Customer Success Manager

Job Description

The world is changing in the way we consume products, from ownership to usership, and DigitalRoute is positioned in the center of the transition. Because, when enterprises pivot to usage-based business models, they often make an unfortunate discovery. Their systems weren’t built to handle the massive data volumes and complexity that usage-based models generate. This causes them to leak revenue and respond too slowly to customer demand. DigitalRoute solves this by creating a real-time usage data layer for enterprises. Our products transform raw usage data into clear information for billing, in real time and at a high scale.

Are you passionate about delivering outstanding customer experiences and driving client success in the Quote-to-Cash space?
At DigitalRoute, we're looking for a proactive and enthusiastic Customer Success Manager with experience in QTC to join our vibrant team. You will play a crucial role in precisely analysing and understanding the customers' needs, and translating between their business and technical requirements within billing operations, building relationships and guiding our clients to fully leverage our software solutions, ensuring they achieve their desired outcomes and significantly enhance their operational efficiencies.

What You'll Do:

• Lead Customer Onboarding: Introduce new clients to our cutting-edge products, setting them on a path to immediate success and satisfaction.
• Foster Growth and Retention: Actively monitor client happiness, manage subscription renewals, and identify opportunities to add value, ensuring a high Net Revenue Retention (NRR).
• Build Lasting Relationships: Be the trusted advisor and point of contact for our key customers, understanding their challenges and aligning our solutions to their business goals.
• Know our customers: Understand, manage and improve the customers’ journey through proactive engagements and help us understand the direct value we create.
• Champion Customer Feedback: Use your insights to influence product development, ensuring our solutions continue to exceed client expectations.
• Leverage Data to Drive Success: Analyse customer data to optimise their experience and results, paving the way for informed decision-making and strategy refinement.

What You'll Bring:

• Experience: A track record of success in customer success or engagement management roles, preferably in the QTC space, where your efforts directly boosted customer satisfaction and retention.
• Proactivity: The drive and tools to successfully engage customers and understand a bit more of their business needs in every conversation.
• Strategic Thinking: Strong ability to develop strategic plans based on business analysis that drives customer satisfaction and retention.
• Relationship Building: Exceptional account management and relationship-building skills, with a knack for nurturing long-term partnerships where you can pick up the phone and talk to them at any time.
• Analytical Skills: Robust analytical abilities to parse complex data, gaining insights that enhance customer engagement.
• Communication: Excellent communication skills, capable of effectively articulating complex ideas and engaging with stakeholders at all levels.
• Problem Solving: Quick and effective at crisis management, resolving issues to maintain and strengthen customer trust and turning challenges into opportunities.
• Project Management : A solid understanding of project management tools that ensure upfront communication and getting through to the customers.

We apply continuous selection, and the position may be filled before the last application date.

DigitalRoute wants to be part of an inclusive and diverse environment and we are actively looking for qualified candidates irrespective of gender, sexual orientation, ethnicity, disability, or age. You will be part of a global and diverse company where our differences are our strengths.

Apply now! We look forward to you joining us!