Customer Success Manager

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world.  We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It’s a difference you’ve likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that’s just for starters. That’s why we say, “When our customers prosper, we all win.”

Job Description:

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. CSM's are proactive, drive adoption of DTN services, intuitive, and are dynamic in a sense that they can work with different personalities and a broad range of customers who are in different phases of the customer life cycle. Informed, organized, and generally curious, CSM's love working with clients and ensuring their success.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

What you will be responsible for:

• Proactively manage the customer life cycle, including on-boarding, adoption, and renewal
• Establish a trusting relationship with client (technology owners, stakeholders and executives)
• Drive revenue through renewals (retention), cross-sells and up-sells
• Develop a strong understanding of the customer’s business and use cases
• Conduct regular business reviews - including potential on-site - to recap usage, success metrics, and to further engage the client
• Ensure timely and successful delivery of solutions according to customer needs and objectives
• Interface and collaborate with other DTN teams (Product Managers, Marketing, Sales, Support) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations
• Communicate customer needs/issues with other DTN teams including Product Managers, Sales and Marketing
• Communicate major updates and releases, ensuring client enacts changes based on need and interest
• Analyze and monitor adoption and product utilization - alerting clients on any risk or general awareness based on these trending metrics

What you will bring to the role:

• 2+ years customer success or account management experience in a SaaS or software company
• Excellent interpersonal skills and strong communicator in both presenting and writing
• Highly consultative with savvy business acumen
• Persistence to build relationships where none exists
• Ability to multi-task and prioritize
• Strong technical aptitude and ability to learn
• Experience in Mobile or SaaS
• Experience working with, and managing, stakeholders and customers
• Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals. Being empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action

What you can expect from DTN:

• Competitive Salary
• Flexible work arrangements
• Superannuation Contributions
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)

Applications for this position will be accepted until November 28, 2024. Interested candidates are encouraged to submit their applications before the specified deadline. 

The targeted hiring base pay range for this position is between AUD 74,800 and AUD 93,500 annually. DTN is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to: prior work experiences, training/education, transferable skills, business needs, internal equity, and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market-competitive variable pay and benefits.

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Why DTN?

OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world. 

OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis. 

OUR VALUES: Customer-Focused, Forward-Thinking, People-Centric, Solution-Oriented

We have great benefits at DTN – apply today to find out more! 

At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!

** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled