Senior Manager, Customer Success Technology

Who We Are:

Dataminr puts real-time AI and public data to work for our clients, generating relevant and actionable alerts for global corporations, public sector agencies, newsrooms, and NGOs. Our leading AI platform detects the earliest signals of high-impact events and emerging risks from vast amounts of publicly available information. Our real-time alerts enable tens of thousands of users at hundreds of public and private sector organizations to learn first of breaking events around the world, develop effective risk mitigation strategies, and respond with confidence as crises unfold.

Dataminr is making its mark for growth and innovation, recently earning recognition on the Deloitte Technology Fast 500, Forbes AI 50 and Forbes Cloud 100 lists. We also earned accolades for ‘Most Innovative Use of AI’ from the 2020 AI & Machine Learning Awards.

Join our team and help the world manage risk in real time. You’ll work with 800+ talented people across eight offices, united by our passion to collaborate, make a difference, and have fun while doing it!

Who you are:

As Sr. Manager, Customer Success Technology, you will have the opportunity to lead our organization’s technology strategy, including systems, data, and processes aimed at delivering exceptional customer experience and value.  You are someone who has a strong technical aptitude, is highly effective at identifying and executing opportunities to drive efficiencies through technology, and has a track record of developing strong partnerships across various stakeholders and levels.  You are excited by the mission to empower every Customer Success interaction to be of high value and impact for our customers.

In this role, you will own and drive the implementation of new software and the maximization of value from the existing technology stack.  You will work across Dataminr’s private and public sector Customer Success teams to optimize processes, drive efficiencies, and improve the overall effectiveness of Dataminr’s global Customer Success organization.  You will work closely with our Data and Product teams to ensure reps have the data and functionality they need to support our customer growth.  You will partner closely with our GTM Operations team to drive efficiencies and leverage across Sales, Customer Success, and Enablement teams.

Responsibilities:

• Own the Customer Success technology stack, selecting the tooling and operational workflows required to optimize Customer Success processes and deliver customer engagement at scale
• Drive the integration of Dataminr's Customer Success playbooks into our tech stack (ie automated customer outreach, customer self-service, calls to action, etc)
• Maintain and maximize the effectiveness of our Gainsight instance, own our vendor relationship, and incorporate new feature rollout into your recommendations for enhanced customer value
• Support the development of new datasets, increase rep visibility into mission-critical data & insights (ie product analytics, consumption metrics, etc)
• Be our advocate in support of the feedback loop between customers, frontline reps, and our Product organization related to feature enhancements and product roadmaps
• Provide support for SFDC configuration related to our Customer Teams (Customer Success, Account Management, Technical Support) including improved data hygiene and integrity
• Build strong cross-functional relationships and identify opportunities to collaborate and solve holistically for our customers

Desired Skills and Experience:

• Meaningful experience executing within customer success operations, sales operations, or business technology role, preferable within a B2B software-as-a-service (SaaS) industry
• Proven track record of driving process improvements, change management, and operational efficiencies through technology and system excellence
• Passion for developing and implementing processes that scale for B2B and B2G accounts ranging from small (1 user) to large (50k+ users)
• Extensive experience with CRM and customer success tools (Salesforce, Gainsight, etc.); Business intelligence tools a plus (Power BI, Tableau, Looker, etc)
• Experience leading through influence, taking initiative, and leveraging your business acumen and stakeholder management skills to drive results
• Take active and enthusiastic ownership for the planning, execution, and results of projects and initiatives
• Strong ability to adapt quickly to changing priorities; manage time, multiple tasks, and deadlines effectively
• Excellent interpersonal skills; skilled at creating material for an executive audience; skilled at converting business requirements into consumable material

Why you should work here:

• We recognize and reward hard work with:
  • company paid benefits for employees and their dependents, including medical, dental, vision, disability and life insurance
  • 401(k) savings plan with company matching
  • flexible spending account for out-of-pocket medical, transit, parking and dependent care expenses
• We want you to be your best, authentic self by supporting you with:
  • a diverse, driven, and passionate team of coworkers who want you to succeed
  • individual learning and development fund and professional training
  • generous paid time off; including sick leave and 100% company paid parental leave
  • remote working friendly perks such as expanded telehealth options for mental and physical well being, virtual yoga, meditation and health and fitness app reimbursements

…and this is just to name a few!