The Managed Services Specialist works with customers to ensure they get the most out of their Dynamic Signal experience. Managed Services is a premium offering that customers purchase when they need expert guidance such as launching a program, managing users or helping with the day-to-day management of the platform.
You will provide a wide range of support for customers; examples include but are not limited to guidance on how to increase users (offering up best practices for adoption, existing customer use cases, etc.), platform training for users and managers, technical troubleshooting, routing inbound requests to the appropriate teams, pulling and analyzing metrics, content posting, user management, or sourcing 3rd party content for customers.
WHO YOU ARE
The right person has a distinct passion for SaaS solutions driving value, adoption and growth of solutions
You understand the marketing and internal communications technology landscape, understand the needs and mindsets of these stakeholders
You are able to balance a wide range of accounts and tasks without letting items fall through the cracks
You have strong written communication skills
You have a customer-centric focus and are always looking for ways to add additional value to any assignment
You will be able to quickly master both the technical nuances of how the product works, helping the customer understand best practices and ways to make your customers’ programs more successful
You have a proven and strong analytic background tied to program results
Most projects involve US based customers so flexible work hours is a must.
Develop deep understanding of Dynamic Signal’s technology to guide customers
Work with customers who purchase Managed Services for their program. Own the scope of work with little or no supervision
Respond to customer requests in a timely fashion
Occasionally partner with Customer Success Managers to align on program KPIs and goals
Manage multiple customer projects simultaneously
Ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
Undergraduate degree, ideally in a quantitative or technical or marketing field (alternatively, one with a significant problem-solving and/or practical focus)
2+ years of experience in consulting, customer relationship management, customer success, or account operations desired; digital media/social media and enterprise software company experience preferred
Superb verbal, written, and interpersonal skills, including outstanding persuasion and presentation skills, with the skill to communicate up and down an organization
Passion for data, analytics and insights in the social web realm
Self-starter attitude with the ability to work with very little guidance and direction (we are a startup!)
Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
Ability to interact with customer teams at various levels of technical and non-technical depth
An experienced founding team with a proven track record.
An awesome set of coworkers who genuinely enjoy each other.
An opportunity to get involved in these early stages and help shape the newest office.
Regular team events.
Excellent compensation package.
Pension plan and medical/dental/vision package.
Critical illness Cover
Great work/life balance and flexible working hours.