Customer Success Manager
Job Details
Experienced
Framingham, MA - Framingham, MA
Description

THE COMPANY

DTiQ is the world’s leading provider of intelligent video-based surveillance and loss prevention services.

 

With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Adidas, Burger King, Hard Rock Café, KFC, McDonald’s, US Polo, and Yankee Candle to name a few.

 

If you are interested in technology, loss prevention, or hospitality, advance your career at DTiQ! We’re always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment.

THE ROLE

The Customer Success Manager (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to your customers. Early customers are invaluable to our company and long-term goals and must be delighted, not just satisfied.

You will need to become a DTiQ product expert so you can speak, and teach, intelligently on the value and usage of each part of the DTiQ System & Services.  You will also apply your domain expertise with customers in best practices discussions, whether those are specific to the use of our products or general Customer Success conversations. You have impeccable relational and communication skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!

Qualifications

THIS JOB IS PERFECT IF YOU CAN…

  • Ensure smooth handoffs from the sales to the installation phase, from Installation to onboarding, and from onboarding to customer success
  • Contribute to the overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
  • Cross-departmental communication and advocacy on behalf of the customer (between Services & Support)
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Develop, prepare, and nurture customers for advocacy
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work to identify and/or develop upsell opportunities
  • Field Product Management – bringing intelligent product feedback and recommendations from customers back to the DTiQ Product team
  • Program manage account escalations
  • Leadership – developing and delivering world-class processes for Customer Success

WHAT WE’RE LOOKING FOR

  • Prior experience in Customer Success, restaurant/retail operations or equivalent history of increasing customer satisfaction, adoption, and retention
  • The ability to train customers on the use of the DTiQ platform and how to leverage our performance improvement solution. A true passion for customers and customer success
  • Proven ability to drive continuous value of our product(s) and services
  • Familiarity working with clients of all sizes
  • Outstanding communication (written and verbal) and presentation skills.
  • Detail-oriented and analytical
  • Thrive as the ultimate team player and treat everyone with respect
  • Crave a fast-moving technology environment

REQUIREMENTS

  • Bachelor’s degree or a minimum 5 years of relevant experience; or a combination of equivalent experience and education
  • Masterful attention to (and execution of) details
  • Sense of urgency in completing tasks
  • A positive attitude and collaborative mindset
  • Ability to work in a fast-paced environment
  • You want to help and serve our customers
  • Location: Open; Boston metro area desired

 

APPLY. YES, THIS IS THE JOB FOR YOU​.

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