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Customer Success Manager

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Canada

Offer summary

Qualifications:

3+ years in customer-facing roles, Experience in PaaS/SaaS environment, Technical background in data governance, Experience with enterprise customers, Strong communication and negotiation skills.

Key responsabilities:

Manage a defined book of business
Drive adoption, retention, and referrals
Develop strong multi-level customer relationships
Engage in proactive customer meetings
Communicate customer feedback to internal teams

Ataccama Computer Software / SaaS Scaleup https://www.ataccama.com/

501 - 1000 Employees

HQ: Toronto

See more Ataccama offers

Job description

We are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.

Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:

Aim High

Customer Focused

ONE Team

Candid and Caring

Challenging Fun

We are open to a hybrid working setup. #LI-hybrid

As a Customer Success Manager, you are the backbone of our relationships with our customer base. You are responsible for managing a defined book of business to ensure customers successfully deploy, adopt and renew Ataccama solutions.

Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. You will strive to understand our customer’s data management needs and show how Ataccama can help them to achieve their goals, working closely with the sales, product, and engineering teams.

Your Challenge

Act as a trusted advisor to a portfolio of customers in North America and help them gain value from Ataccama, drive retention, adoption, and growth, as well as secure customer advocacy.

Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.

Drive customer awareness of product features and Ataccama services to maximize adoption and realize value from Ataccama solutions.

Develop and maintain strong, multi-level relationships with each customer in your portfolio.

Partner with customer-facing teams to develop strategic and technical plans that help customers achieve their business objectives. Manage the implementation of these plans including the tracking of objectives, stakeholders, milestones, risks, and metrics, while effectively carrying out customer-success strategies and best practice.

Engage in consistent, proactive customer and partner meetings to positively impact customer loyalty and revenue growth.

Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

Be the voice of the customer (VOC) inside of Ataccama, communicate customer feedback and requirements, including documenting, quantifying and prioritizing feedback to align the Ataccama teams to meet the customer's needs.

Work closely with the Product, Support, Services, Security, Engineering and other teams to streamline and prioritize work needed for customer success.

Is This You?

You have 3+ years of work experience in customer-facing roles in Customer Success, Consulting, Pre Sales, Professional Services, Technical Project Management or Technical Account Management, ideally in the PaaS / SaaS environment.

You have the technical background and experience to become a true trusted advisor to customers in getting value out of our data quality/governance /MDM platform.

You understand the nuanced relationship between customer health and all cross-functional aspects such as product features, issue remediation, or marketing events engagement.

You have coordinated enterprise software onboarding, adoption, customer satisfaction, or churn mitigation strategies with Professional Services, Sales and Product teams.

You have experience working with enterprise customers and managing complex customer relationships

You are an exceptional communicator, negotiator and problem-solver.

You are a team player who can also work independently and prioritize multiple tasks effectively.

Work equipment

Company laptop

Personal cell phone contribution

Perks & Benefits

Medical Insurance (including vision & dental)

Life Insurance

401(k) with employer match contribution

The Global Family Support Program - A paid leave program to help all parents focus on the new addition to their family

Long-term disability insurance

Employee Assistance Program (EAP)

Long-Term Incentive Program

"Bring Your Friend" referral program

5 sick days, 2 personal days for each calendar year in addition to your vacation days

Flexible working hours & flexible working setup

Conference tickets to the best industry events of the year

Online courses & company access to Udemy to hone your skills

While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.