DataHawk is hiring a
Customer Success Manager

Summary

The job is for a Customer Success Manager at DataHawk, a fast-growing e-commerce analytics solution provider. The role involves engaging and taking care of customers, developing strong e-commerce expertise, understanding customer challenges, helping them achieve their goals, providing proactive support, increasing usage and retention, monitoring performance, working with the Product and Marketing teams, and building customized dashboards.

Requirements

• You are curious - this is our number one must -, passionate, and like to take challenges
• You are a creative problem-solver and do whatever it takes to get the job done: facing roadblocks, staying persistent, and learning along the way
• You are a team player and you proactively build relationships with your colleagues to update them on activities
• You are 100% fluent in English - if you're native, it's a real plus
• You have strong experience working for an Amazon seller, brand, or agency
• You have experienced a customer-facing role, preferentially as a CSM or AM in a SaaS company
• You are an effective and empathetic listener
• You are a communicator, keen on writing and persuasive speaking skills
• You are a highly analytical mind and know how to adapt to each new situation

Responsibilities

• Develop strong eCommerce expertise and convey it to customers
• Listen to, analyze, and quickly understand customers' challenges and business needs
• Help customers attain their business goals and reach estimated ROIs by nurturing relationships and leveraging DataHawk's solution
• Provide hands-on proactive support to customers, from onboarding to successful implementation and in-depth utilization
• Increase customers' usage and retention, leading to upsell
• Monitor performance through key Customer Success KPIs such as NPS, CSAT, and retention rates
• Show proactivity in keeping up to date with product developments, knowing how to present them, and bringing up the needs of the market to the Product team to make the roadmap evolve
• Work with the Product team to build customized dashboards during customers' onboarding
• Work with the Marketing team to develop customer success collaterals, such as success stories

Preferred Qualifications

• You are interested in data visualization
• You know how to use Power BI, Looker Studio, and/or another BI solution
• You are a fluent or native Spanish or German speaker

Benefits

• Continuous Learning opportunities
• Fair Care & Perks, including most premium Alan's health insurance with 100% coverage for you and your kids, Swile meal tickets of 11,38€ per day, Sustainable mobility package (Forfait Mobilités Durables) of 45€ per month, competitive Gymlib pass, and continuous learning opportunities for full-time employees based in France