Director of Customer Success

Daasity is looking for a digitally savvy Director of Customer Success to onboard new customers to our platform. The onboarding process is an important and collaborative process that occurs in the first month of a customer relationship. This role is the first touch point in a customer’s experience after licensing with us and will be a critical player in driving long-term customer success and demonstrating the value of the Daasity platform. We work with a number of high-growth companies in evolving markets making for an exciting, challenging work environment where problem solvers thrive.

We are growing rapidly and looking for someone that can effectively refine and scale our onboarding process, while working closely across multiple teams including Analytics, Marketing, Development, and Sales.

Fun fact: We were recently chosen as a 2019 Cool Company by San Diego Venture Group!

Responsibilities

  • Serve as the main point of contact for first 90 days to ensure a successful onboarding process
  • Spearhead, create and own full project implementation plan per each customer you onboard
  • Collaborate with sales as to the customer’s needs, pain points and expectations in order to deliver an excellent experience that exceeds client expectations
  • Schedule and conduct multiple onboarding calls per customer, walking customers through the platform, fielding questions and escalating questions as needed.
  • Review business rules for customers and guide through proper set up for custom data integrations
  • Ensure all customers complete the required technical setup efficiently and in a timely manner
  • Train and educate customers on how to effectively utilize the Daasity platform and understand the data it provides
  • Continue to help customers feel comfortable and confident in working with the Daasity platform
  • Provide excellent phone and email support assisting customers with identifying any potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
  • Surface onboarding blockers and trends to improve overall set up and onboarding experience
  • Develop best practices for onboarding customers and create documentation to help scale onboarding efforts
  • Develop materials to help guide customers through setup and initial platform use
  • Identify areas for process improvement or automation
  • Participate in the product development process by collecting and tracking customer feedback, roadblocks and feature requests
  • Partner with respective AM to nurture the client relationship
  • Other ad-hoc tasks or projects as assigned

Desired Experience & Attributes

  • At least 4 years experience in an onboarding or customer services role
  • Bachelor’s degree, or equivalent work experience
  • High level understanding of database and data model functionality and design
  • Demonstrated experience in ecommerce and / or digital marketing / digital platforms
  • Ability to thrive in an evolving environment and a passion for strengthening customer relationships
  • Ability to develop/drive plans for implementation
  • Comfortable giving presentations to groups of any size & audience – from every day end-users of the app to a high level executive
  • Ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
  • Demonstrated business acumen
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
  • Attentive; you have strong listening skills
  • Customer-first mindset
  • Sound analytical and problem-solving skills
  • Highly organized
  • Positive, inviting and friendly attitude
  • Bonus: Working knowledge of Business Intelligence software like Tableau or Looker
  • Bonus: Working knowledge of eCommerce software/platforms
  • Bonus: Working knowledge digital media platforms such as google, facebook etc.

Interested candidates should send an email with an introduction and resume to jobs@daasity.com

Position Details

– Location: San Diego, CA

– Job Type: Full Time (40 hour week)

– Salary/Wage: Commensurate with skills / experience

– Flexible Work Hours