Senior Customer Success Manager

Dimagi - Cambridge, MA

Full-time - Senior

Cambridge, MA

Professional, Scientific, and Technical Services

About the position

We are looking for a Senior Customer Success Manager to join our growing Customer Success team, housed underneath our SaaS Division. We're looking for an individual excited about working closely with customers to help orient them to and provide support throughout their CommCare journey. This includes working with customers directly on a medium to long-term basis, creating learning tools and documentation to support their remote learning, helping them build their growth trajectory as they plan to scale their project. You'll work with partners in diverse impact-driven sectors, from agriculture to maternal health to social entrepreneurship, helping solve their unique problems and helping maximize their impact. In addition, the Senior Customer Success Manager will work closely with our Director of Customer Success to analyze customer's usage of the product, and how that affects customer retention. Based on these internal data analyses, the Senior Customer Success Manager will reach out to customers to help understand their usage patterns, and how we can help them better utilize CommCare's capabilities. This part of the role requires both the substantive quantitative data analysis skills, as well as the ability to discern patterns and take action based on data interpretation. Beyond individual customer outreach, the Senior Customer Success Manager will also work closely with our Support team, to help answer more advanced application design and application building questions from our customers. They will work with the Sales team to understand the needs of new customers, with the Marketing team to inform the development of documentation, and with the Product team to provide feedback on customer's product usage. We are looking for a dynamic individual, at ease with multi-tasking, who enjoys building relationships with customers in the long-term, and who has demonstrated his/her capacity to master the use of a complex software and has had experience training others on its utilization.

Responsibilities

• Lead complex 3 and 6 month onboardings with new SaaS customers to help orient them to using and help them build, deploy, and manage their mobile application
• Project Manage and implement full service offerings for our CS clients, working on system development and training of entire applications and systems
• Serve as an Account Manager for some of our largest key accounts, conducting periodic check-ins on their product usage and scaling strategy, providing support as necessary
• Answer advanced app building and app design questions from our users, for Support tickets, potential new Sales, and existing customers (e.g. Enterprise customers)
• Conduct analysis on customers' CommCare usage, and reach out to customers to encourage better usage
• Develop online learning tools and documentation on application design, building, and implementation to drive better CommCare usage (wiki, YouTube videos, Academy courses, etc)
• Provide feedback to Product team on product features and documentation
• Provide feedback to Marketing and Sales on the profile and needs of our customers to help those teams better orient new prospects
• Provide recommendations on the evolution of the CS function, as we grow the CS team
• Embody the principles of making sure we always go the extra mile for our customers making them feel heard, seen, and taken care of

Requirements

• BA/BS with 5 years of work experience at the intersection of development and technology
• Professional fluency in English and either French and/ or Spanish
• Effective project management that meets all deliverables while adhering to all timelines and budget constraints
• Experience using digital data collection and service delivery tools, e.g. ODK Collect, SurveyCTO, Kobo, DHIS2 Android Capture (CommCare strongly preferred)
• Quantitative data analysis
• Effective communication and client management skills
• Ability to explain complex technical concepts to a non-technical audience
• Ability to work well on teams and delegate tasks effectively to more junior team members
• Time management and ability to work effectively with tight deadlines and changing priorities
• Experience working with government agencies (domestically or internationally)

Nice-to-haves

• (Bonus) CommCare experience
• (Bonus) Management experience
• (Bonus) Experience working with INGOs
• (Bonus) Data visualization software (Tableau, PowerBI, etc)
• (Bonus) Experience running trainings for adults
• (Bonus) MA/ MS / MPH in development or public health

Benefits

• 100% employer-sponsored medical insurance
• 30 days paid time off inclusive of holidays - take the time off when you want to.
• Unlimited sick time and excellent parental leave policy
• Access to a flex-time policy that allows employees to work based on a flexible work schedule
• Access to an Employee Assistance Program (EAP) through Magellan Healthcare