Supervisor, Customer Success

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What’s yours? Invest your talents in us, and we’ll return the compliment.

Job Description:

Ready for the next big challenge? Grow your career, and join our experienced global team, transforming the world of M&A software. Be part of the team behind the teams behind the deals. Work with the best. Be the best.

Accountabilities

Position Summary

As a supervisor of the CSM team, you are responsible for leading a high performing Customer Success team to help us deliver exceptional customer experiences for our largest key accounts and subscription customers.

The Supervisor, Customer Success will leverage strong people management and leadership expertise to establish the direction of daily activities, ensure efficient operations, and create an overall productive and enjoyable working environment for our Customer Success Managers.

This position works closely with the Manager, Customer Success to help create, develop, implement, manage, and evaluate customer-centric processes to achieve Datasite’s and its customers strategic goals and objectives.

Duties and Responsibilities

Team Management

• Managing a team of CSMs and helping them to deliver exceptional customer experiences.
• Working with CSM Leadership to set, measure, and analyze metrics to clearly indicate what success looks like
• Participating in the hiring and growth of the CSM team to keep pace with customer demands.
• Mentor your CSM team through various methods to help them deliver a better service.
• Acting as an escalation point and assisting CSM leadership to resolve issues or concerns.

Account Management

• Building strong relationships with clients, understanding their needs, and delivering exceptional service to drive usage, retention, and growth.
• Form productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs.
• Provide regular status reports and manage task lists on assigned accounts progress for all internal functions.
• Ensure that contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally.

Operational Excellence

• Evaluate existing processes and workflows, make recommendations to Customer Success Leadership to improve CSM effectiveness.
• Strong analytical skills with the ability to gather and interpret data from various sources to drive decision-making.
• Assist Manager, CSM to forecast key CSM metrics through a variety of data analysis tools, actioning where required.
• Reporting the above metrics to the CS leadership team on a weekly basis

Strategic Partnerships

• Act as an ally and partner to colleagues in related functions - Product, Sales, Marketing, and others - making recommendations that take broader perspectives into account.
• Demonstrate a balanced, reasoned approach to conflict or differing priorities.
• Align with product leads to provide direct customer feedback, understand development roadmap, and connect product management with our customers.
• Provide Customer Insight. Develop relationships with our customers to understand their Datasite experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience.

Qualifications

Education

• Bachelor’s degree in business or related field and /or equivalent combined education and experience

Experience

• Minimum 3-5 years of experience directly managing customer facing strategic accounts.
• Experience managing teams in a customer facing environment.
• Strong solution-based selling skills
• Execution-oriented, self-starter and self-navigator who can prioritize high-value projects versus tasks in a fast-paced environment and balance demands of multiple projects.
• Demonstrated project management skills.
• Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation, and interpersonal skills
• Demonstrated performance in achieving customer satisfaction requirements.

Technology Experience:

Knowledge and experience working with Microsoft Windows and Microsof