Customer Success Manager, Digital Touch

Description

Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry. Dot’s SaaS solutions are based on the world’s most innovative cloud technology provider, salesforce.com. We are a young and innovative software company, looking to dramatically change how pharma, biotech and medical device companies manage their quality and compliance regulated processes. As we continue to expand, we seek a passionate and driven individual to join our team as a Customer Success Manager, Digital Touch.

As a Digital touch CSM, you'll play a crucial role in enabling a strong customer outreach in a scalable way, ensuring their success with our products and services. You'll be responsible for managing digital interactions, negotiating renewals, implementing strategies to drive customer engagement and retention, and mitigating risk.

Why Join Us?

• We adhere to our values – Customer Success, Sense of Urgency, Employee Empowerment, Collaboration and Respect, and Doing the Right Thing
• Competitive salary and benefits package
• Generous PTO/Vacation plan
• Paid holidays
• 401(k) plan with company match
• Remote work environment
• Opportunity to be part of a dynamic and growing team

Responsibilities:

• Maintain consistent digital interactions with customers, providing support and assistance as needed.
• Manage and negotiate renewal & expansion opportunities to maximize customer retention and growth.
• Ability to manage a book of business comprising over 100 customers.
• Utilize software tools to keep customer records up-to-date and facilitate efficient communication.
• Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience. 
• Support implementation of processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.
• Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams and empower all CSMs to efficiently handle their customer portfolios.
• Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
• Develop engaging content for one-to-many distribution channels to support adoption, satisfaction, and identify expansion opportunities. 
• Collaborate with the Customer Success leadership & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.

Requirements

• Bachelor's degree from a 4-year college or university.
• 3+ years of customer success management experience, with at least 1 year in digital or tech touch roles.
• Experience in life sciences or quality management is highly preferred. 
• Must reside in the US (Eastern Time Zone only) or in the UK to facilitate real-time and digital interactions & support with customers and cross-collaboration with international teams. 
• Proficient in using Salesforce, MS Office, and Google Workspace.
• Familiarity with marketing, business intelligence, and other technology tools.
• Strong multitasking abilities in a fast-paced environment.
• Self-motivated learner with technical orientation and the ability to quickly learn new concepts.
• Excellent written and verbal communication skills.
• Independent learner with the ability to adapt and understand concepts with agility.
• Strong problem-solving and critical-thinking skills.
• Ability to prioritize tasks and manage time effectively.