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Customer Success Manager

3 months ago

Old Toronto Ontario, CA Ataccama Full time

We are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant for Data Quality Solutions, and what inspired Bain Capital Tech Opportunities to invest in our future growth.

Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:

Customer Focused

ONE Team

Candid and Caring

We are open to a hybrid working setup. #LI-hybrid

As a Customer Success Manager, you are the backbone of our relationships with our customer base. You are responsible for managing a defined book of business to ensure customers successfully deploy, adopt and renew Ataccama solutions.

Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. You will strive to understand our customer’s data management needs and show how Ataccama can help them to achieve their goals, working closely with the sales, product, and engineering teams.

Responsibilities:
  • Act as a trusted advisor to a portfolio of customers in North America and help them gain value from Ataccama, drive retention, adoption, and growth, as well as secure customer advocacy.
  • Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.
  • Drive customer awareness of product features and Ataccama services to maximize adoption and realize value from Ataccama solutions.
  • Develop and maintain strong, multi-level relationships with each customer in your portfolio.
  • Partner with customer-facing teams to develop strategic and technical plans that help customers achieve their business objectives. Manage the implementation of these plans including the tracking of objectives, stakeholders, milestones, risks, and metrics, while effectively carrying out customer-success strategies and best practices.
  • Engage in consistent, proactive customer and partner meetings to positively impact customer loyalty and revenue growth.
  • Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
  • Be the voice of the customer (VOC) inside of Ataccama, communicate customer feedback and requirements, including documenting, quantifying and prioritizing feedback to align the Ataccama teams to meet the customer's needs. Work closely with the Product, Support, Services, Security, Engineering and other teams to streamline and prioritize work needed for customer success.
Is this You?
  • You have 3+ years of work experience in customer-facing roles in Customer Success, Consulting, Pre Sales, Professional Services, Technical Project Management or Technical Account Management, ideally in the PaaS/SaaS environment.
  • You have the technical background and experience to become a true trusted advisor to customers in getting value out of our data quality/governance/MDM platform.
  • You understand the nuanced relationship between customer health and all cross-functional aspects such as product features, issue remediation, or marketing events engagement.
  • You have coordinated enterprise software onboarding, adoption, customer satisfaction, or churn mitigation strategies with Professional Services, Sales and Product teams.
  • You have experience working with enterprise customers and managing complex customer relationships.
  • You are an exceptional communicator, negotiator and problem-solver.
  • You are a team player who can also work independently and prioritize multiple tasks effectively.

Ataccama is proud to be an Equal Opportunity Employer. We know diversity fuels knowledge exchange, fosters innovation, and empowers us to grow and be better as a company and as humans. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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