Posted:
11/27/2024, 8:57:59 AM
Location(s):
Indiana, United States ⋅ Indianapolis, Indiana, United States
Experience Level(s):
Expert or higher ⋅ Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
Workplace Type:
Remote
DataKind is looking for an experienced, values-driven customer success manager who is ready to make a major impact on student graduation rates by supporting the users of DataKind’s data science based Student Success software and to help us deliver on our next decade of data science solutions for positive social impact. If you’re a problem-solver eager to embrace challenges as opportunities, you’re a strong communicator who delights in seeing customers succeed, and you are a detail-oriented support specialist committed to advancing equity, we want to bring you on board!
This is a remote position that can be based anywhere in the U.S. and requires the majority of working hours each day to fall between 8am and 6pm Eastern Time.
This range is based on DataKind’s senior manager salary band, which was created using market data from NYC-based nonprofits. Actual salary within this range will be based on the candidate’s experience and internal salary equity scan of active employee(s) with similar role and experience.
DataKind has developed a Student Success Tool (SST) to help advisors identify students that would benefit from additional support by predicting the likelihood of timely graduation, as profiled in the New York Times. We’re now working to scale this tool, based on its initial success, and we are looking for talent to help us scale the product and support schools in using it.
The Senior Manager, Customer Success will be a critical member of DataKind’s growing education portfolio, currently focused primarily on post-secondary education outcomes. Reporting to the Vice President, Technology, The Senior Manager, Customer Success will contribute to DataKind’s global target of 115 institutions as active users of the software by December 2026, and sustained use and measurement of performance for those users through December 2028. This individual will be responsible for managing customer issues and for identifying advocates and champions within our customer base who can assist in spreading the positive value of the Student Success software to prospective customers and the public.
The Senior Manager, Customer Success Education Products will be responsible for the following in addition to any other project assigned by the Vice President, Technology:
Customer support: The Senior Manager, Customer Success will be the primary point of contact for education customers within their portfolio using DataKind’s student success tool software. This individual will be the frontline support for the customers to ensure that those customers have a positive and smooth experience with DataKind from software customization to implementation to ongoing use.
Customer education: The Senior Manager, Customer Success helps customers within their portfolio learn how to use DataKind’s student success software through the production, use, and support of training materials for onboarding and routine use and troubleshooting. They onboard new customers and ensure that existing customers are supported and oriented to new product releases.
Customer retention: As the customer’s primary point of contact for the student success software for their designated portfolio, the Senior Manager, Customer Success will be the primary individual supporting customer retention and sustained engagement with DataKind through regular customer engagements (e.g. emails, meetings, and events.)
Customer Relationship Management System (CRM): The Senior Manager, Customer Success will be the manager of DataKind’s CRM and will provide regular reporting and updates to cross-functional teams for awareness.
Internal collaboration: The Senior Manager, Customer Success represents the “voice of the customer” within cross-functional teams. They’ll be expected to regularly share customer feedback with product teams and contribute suggestions to the product roadmap that represent the customer experience. The Senior Manager, Customer Success will support marketing and fundraising teams with key customer stories, reporting, and other knowledge sharing. They will make recommendations for key external events for DataKind to participate in and where appropriate, will represent DataKind at those events as part of the broader education support team.
Client documentation: Maintain documentation of all client engagements within their portfolio in DataKind’s CRM, managing the platform to ensure it is designed and used in a way that is valuable to DataKind, and providing regular reporting and updates to cross-functional teams. Log all client engagements in the CRM, evaluate the data across clients, and use the findings to inform client strategy.
As the Senior Manager, Customer Success, you will be measured on the following outputs in your role:
DataKind is a global nonprofit dedicated to harnessing the power of data science and artificial intelligence (AI) in the service of humanity. DataKind matches skilled volunteers from academia and industry with visionary changemakers, collaboratively designing innovative solutions to tough social challenges.
People are at the center of our process: DataKind follows human-centered design principles that focus on questions such as “why?”, “for whom?” and “should we?” before we get going on the “what?”. We’ll continue our work until all people and all communities can use digital technology for the outcomes they want to see, with an emphasis on including those who have historically been excluded from the technology sector or will be impacted by the intervention.
At DataKind, we believe that people are the most important asset to delivering on our mission. Working with us means that you will have:
We encourage people from all backgrounds to apply, especially people of color, people with disabilities, veterans, and members of the LGBTQ+ community.
We are an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, pregnancy, or any other category/characteristics protected by law. No matter one’s background, the new Vice President, Development must value and advocate for inclusion and equity.
Applicants must have a U.S.-based permanent address and be currently authorized to work in the United States on a full-time basis.
Website: https://www.datakind.org/
Headquarter Location: New York, New York, United States
Employee Count: 11-50
Year Founded: 2011
IPO Status: Private
Last Funding Type: Venture - Series Unknown
Industries: Analytics ⋅ Artificial Intelligence (AI) ⋅ Big Data ⋅ Data Visualization