Customer Success Associate

About the role

As part of our Customer Success team, you would serve as the platform expert and ensure value optimization for a portfolio of accounts. You will rely on scaled and strategic engagement techniques to support a diverse user base and interface with key stakeholders to align on business goals & objectives.

Responsibilities

• Manage and develop a portfolio of companies based in NORAM with a focus on retention and expansion
• Provide user-level support to augment business development efforts across the Corporate Risk vertical
• Integrate Dataminr into client workflows and recommend best practices
• Collect customer feedback and clearly articulate product recommendations for Dataminr product development with our engineering and product teams
• Develop deep insights regarding customer use cases, internal decision making nuances, budget cycles and other key information necessary to close the renewal
• Strategically navigate and influence stakeholders in the buying process including users, influencers and budget decision makers
• Achieve targets for bookings in your book of business, on-time renewals, overall critical renewal and expansion metrics, and increase penetration in your BoB through existing product portfolio and new offers

Requirements

You have experience managing complex software solutions, multiple client stakeholders, and proactive account strategy. You leverage your consultative skills to identify customer needs to build long-term solutions that ensure strong retention outcomes along with opportunistic growth opportunities.

Qualifications

• 2-3+ years of enterprise software or SaaS customer success/account management with a demonstrated track record of success
• Experience providing product support at the user level
• Self-motivation and an ability to handle multiple competing priorities in a fast-paced environment
• Detail-oriented with excellent organizational skills and a strong focus on delivering the best possible client experience
• Knowledge and/or experience of publicly available information and social media analysis efforts of enterprise organizations, including but not limited to corporate security, risk, or crisis management (a plus)
• High level of accountability and the ability to execute on multiple and competing projects and deadlines
• Experience with Salesforce or similar CRM (a plus)

Skills

Expert on Dataminr’s platform with a deep understanding of open source and social media analytics, Manage and develop a portfolio of companies based in NORAM with a focus on retention and expansion, Provide user-level support to augment business development efforts across the Corporate Risk vertical, Integrate Dataminr into client workflows and recommend best practices, Collect customer feedback and clearly articulate product recommendations for Dataminr product development with our engineering and product teams, Develop deep insights regarding customer use cases, internal decision making nuances, budget cycles and other key information necessary to close the renewal, Strategically navigate and influence stakeholders in the buying process including users, influencers and budget decision makers, Achieve targets for bookings in your book of business, on-time renewals, overall critical renewal and expansion metrics, Increase penetration in your BoB through existing product portfolio and new offers.

Benefits

Actual OTE will be based on a number of factors including, but not limited to, geographic location, applicant skills, and prior relevant experience.

Pay

The annual on-target earnings (OTE) for this position are $83,000 - $122,500, which consists of the annual base salary and annual commission target for the role.

Schedule

This role is hybrid-remote based, strongly preferred in the greater NYC or DC areas.