Senior Principal High Touch Success Manager

Employment Type

: Full-Time

Industry

: Non-Executive Management



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Job Category
Datorama - Customer Success Group

Job Details

Datorama's Success Management team are the ultimate client advocates. Your mission, should you choose to accept it, is apply a consultative approach to help our clients fully leverage Datorama, a Salesforce company, to achieve their marketing outcomes. Our team owns the client journey post-sale. You will be responsible for communication with our client decision makers and cross-functional internal teams throughout the implementation process, on-boarding and completion of each milestone use case.

  • In Success Management, you will employ strong project-management skills to ensure Datorama is effectively deployed and meets the specification scoped and expectations of the key stakeholders. You will then be responsible for ensuring that Datorama proliferates throughout the organization -- this could mean expanding to new business units, geographies, or most importantly new use cases. You will also partner with the Client Success Manager to design a quarterly road map for the customer. This road map will capture the client's business goals and the execution plan.

    Our Success Management team builds strong working relationships with clients and proactively support activities that promote overall customer satisfaction, increased product adoption, renewals and upsells. In this role, you will work with cross-functional teams including Sales and Client Success to drive usage that in turn delivers true value for our clients.

    We are looking for Success Management candidates for New York, NY or San Francisco, CA.

    Responsibilities:

    • Establish consultative and trusted relationships with Datorama clients
    • Ensure client expectations are exceeded consistently
    • Transition new clients into the company seamlessly and create consistent delivery process across all clients
    • Understand client business goals and translate into execution plans
    • Conduct quarterly business reviews and check in points with key clients
    • Phenomenal communication skills and organized project management
    • Elicit client feedback to act as internal advocate for our clients
    • Communicate regularly with the customer to evaluate satisfaction and value delivery
    • Drive value and in turn up-sell opportunities into Datoramas existing client base
    • Develop best practices and process strategies across teams
    • Drive planning sessions to ensure client is able to fully leverage Datorama to meet their performance and operational efficiency goals
    Requirements
    • Digital marketing experience
    • At least 6 years of proven success managing client relationships in digital/SaaS technology or consulting experience in high-tech or advertising/marketing environment
    • Strong drive to make clients successful
    • Demonstrated success working with agency customers and growing their business
    • Solid commercial and financial awareness of complex measurement and metrics for customer retention and upsell
    • A true passion for delivering a best-in-class customer experience
    • Superior client service and relationship skills
    • Strong analytical and problem-solving skills
    • Ability to thrive in a fast-paced environment with tight deadlines
    • Previous commercial experience within the SaaS sector will be plus
    • Deep expertise in data analytics will be plus

    About Datorama, a Salesforce Company
    Datoramas marketing intelligence platform transforms the way marketers optimize their marketing performance, business impact, and customer loyalty. With Datorama, customers can:
    Automatically connect all their disparate marketing tools and reports in one centralized place
    Access and act on the right cross-channel KPIs, dashboards, reports and AI-powered insights
    Optimize and report on every investment, performance, and outcome across the customer journey Datorama powers marketing intelligence for thousands of brands, agencies and publishers globally including IBM, Nike, Ticketmaster, Viacom, and Neo@Ogilvy, helping them make smarter marketing decisions every day.
    Datorama has a global presence and was recently named a Gartner Cool Vendor and ranks #35 on the Deloitte Fast 500 list. Learn more about how we can help you: datorama.com



Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.


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