Customer Relationship Manager

3 weeks ago

Old Toronto, Ontario, Canada Ataccama Full time

At Ataccama, we are dedicated to enabling organizations to harness the transformative power of data and artificial intelligence. Our innovative product empowers both technical and non-technical data professionals to create high-quality, governed, and reusable data products. This commitment to excellence has positioned us as a Leader in the Gartner Magic Quadrant for Data Quality Solutions, attracting significant investment for our future growth.

Our aspiration is to become the premier AI-driven cloud data management company. To achieve this, we strive to cultivate a workplace that fosters growth and collaboration. Our global team thrives in a culture defined by our core values:

Aim High

Customer Focused

ONE Team

Candid and Caring

Challenging Fun

We support a hybrid work environment. #LI-hybrid

As a Customer Success Manager, you will play a pivotal role in nurturing our relationships with clients. You will oversee a designated portfolio to ensure successful deployment, adoption, and renewal of Ataccama solutions.

Customer Success Managers are proactive leaders in customer relations, focused on establishing long-term partnerships, driving product adoption, generating referrals, identifying upsell and cross-sell opportunities, and fostering customer loyalty. Your role will involve understanding our clients' data management needs and demonstrating how Ataccama can assist them in achieving their objectives, collaborating closely with sales, product, and engineering teams.

Your Responsibilities:

  • Serve as a trusted advisor to a portfolio of clients in North America, assisting them in deriving value from Ataccama, while driving retention, adoption, and growth, and securing customer advocacy.
  • Consistently meet quarterly renewal revenue targets, aiming for a high percentage of on-time revenue retention.
  • Enhance customer awareness of product features and Ataccama services to maximize adoption and realize value from our solutions.
  • Build and maintain robust, multi-level relationships with each client in your portfolio.
  • Collaborate with customer-facing teams to create strategic and technical plans that help clients achieve their business goals. Oversee the implementation of these plans, tracking objectives, stakeholders, milestones, risks, and metrics, while effectively executing customer success strategies and best practices.
  • Engage in regular, proactive meetings with customers and partners to positively influence customer loyalty and revenue growth.
  • Identify expansion opportunities and effectively qualify them for Sales counterparts to close.
  • Act as the voice of the customer (VOC) within Ataccama, conveying customer feedback and requirements, including documenting, quantifying, and prioritizing feedback to align Ataccama teams with customer needs. Work closely with Product, Support, Services, Security, Engineering, and other teams to streamline and prioritize necessary actions for customer success.

Are You the Right Fit?

  • You possess 3+ years of experience in customer-facing roles such as Customer Success, Consulting, Pre-Sales, Professional Services, Technical Project Management, or Technical Account Management, preferably in a PaaS/SaaS environment.
  • You have the technical expertise to become a trusted advisor to clients, helping them extract value from our data quality/governance/MDM platform.
  • You understand the intricate relationship between customer health and various cross-functional aspects, including product features, issue resolution, and marketing engagement.
  • You have experience coordinating enterprise software onboarding, adoption, customer satisfaction, or churn mitigation strategies alongside Professional Services, Sales, and Product teams.
  • You have a proven track record of managing complex relationships with enterprise customers.
  • You are an outstanding communicator, negotiator, and problem-solver.
  • You are a collaborative team player who can also work independently and effectively prioritize multiple tasks.

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