Job description
SmartSense by
Digi builds internet-connected sensors and software that enable organizations to automatically monitor, track, and analyze sensor data for quality control, compliance, and operational efficiency. Our team is motivated to improve the world by providing real-time information that ensures medication and food safety.
The
Customer Success Manager will act as the primary post-sale point of contact for our customers. Utilizing in-depth knowledge of client industry and/or business processes, deep knowledge of the SmartSense platform and technical expertise to drive and increase adoption and utilization of the SmartSense products. The ideal candidate will be a strong communicator, possess excellent organizational skills, be passionate, innovative and responsive, partnering with the customers to drive win/win success for the customer and Digi SmartSense.
Responsibilities:
- Manage companies most strategic customers on their post-sales customer journey including kickoff, onboarding, adoption, renewals, and advocacy
- Demonstrates product features beyond central functionality to help the customer achieve specific business results, aligned with desired goals.
- Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs
- Instrumental part of the team driving best practices, new customer use cases
- Mentor and coach new team members on best practices, new use cases, industry trends.
- Create and execute a project management plan, providing awareness across the organization, driving both strategic and tactical initiatives.
- Ability to prioritize multiple and very different tasks on a daily basis.
- Analyze and resolve product adoption issues, escalate customer concerns and product needs appropriately
- Facilitate customer cadence calls, onsite and/or web trainings
- Drive quarterly steering committee agenda’s, partnering with sales, Executive Management and other resources to drive continued ROI
- Act as the voice of the customer and partner together through the entire customer journey
Required Qualifications:
- Restaurant/fast casual dining or food safety industry experience
- Bachelor’s degree
- 5 plus years’ experience in customer success, account management and/or management of key business accounts.
- Must be able to travel up to 25%
- Possess strong project management skills
- Ability to effectively communicate to all levels of customer
Preferred Qualifications:
- Master’s degree
- SaaS is a plus
SmartSense by Digi offers a distinctive Total Rewards package including new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
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