Customer Success Manager

THE OPPORTUNITY

Digital commerce will influence nearly $16 trillion in sales globally in 2024. Brand leaders working in consumer packaged and fast-moving consumer goods (CPG/FMCG) multinationals need to capitalise on this growth opportunity and optimise their strategic digital commerce decision-making.

Established in 2021, and headquartered in Dublin, DCG (www.dcg.ai)helps consumer brands compete online more effectively by:

1. Understanding how their digital commerce capabilities stack up against their industry peers
2. Identifying how to bridge any gaps in their capabilities
3. Identifying the most suitable partners to work with – both globally and at a local market level

DCG boasts an unrivalled list of global enterprise customers, including Unilever, L’Oreal, Colgate, Mars, Nestle, Danone, Haleon and Diageo.

DCG has established a unique global executive community of brand industry leaders, currently consisting of 150+ brand leaders from world-renowned CPG/FMCG brands, who share a common goal in their pursuit of digital commerce excellence and growth.

As DCG’s customer base grows, we’re looking for an experienced enterprise Customer Success Manager to ensure that our customers derive the maximum value from our benchmarking intelligence, and realise measurable business outcomes. The ideal candidate must be a self-starter, with at least 5 years’ Customer Success experience. They will be looking to take the next step in their career progression towards a senior management role. As the first CSM in role, you will have the opportunity to establish best CSM practise and build a team as the business evolves.

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ROLE OVERVIEW

As a Customer Success Manager, you will be the primary point of contact and advocate for our customers. You will leverage your exceptional communication and relationship-building skills, to drive customer satisfaction by collaborating both internally (with the Data Operations, Commercial and expert Digital Commerce teams) and externally with our customers.

This role requires a candidate with a passion for customer success, a strong sense of accountability, and the ability to work seamlessly both internally and with global enterprise customers, to deliver exceptional high levels of customer engagement, and create a positive foundation for renewal and growth.

KEY RESPONSIBILITIES

●       Customer Engagement: Act as the main point of contact for our high-profile customers, ensuring they have a positive, value-driven experience with our benchmarking intelligence and supporting workshops

●       Onboarding & Training: Lead the onboarding process for customers, guiding them through benchmark setup, guiding them with internal communications(all templated) and activation

●       Performance Monitoring: Regularly track, analyse and report on customer engagement, benchmark completions and both internal and external(customer) tasks

●       Solution Advocacy: Work collaboratively with the Product, Sales, and Support teams to resolve customer issues, address feedback, and advocate for platform enhancements that align with customer needs

●       Sales Process Support: support the sales team from point of sale, through the vendor set-up and contract engagement process, working with DCG’s legal and finance team

●       Customer Education: Conduct regular business reviews, product demos, and training sessions to ensure customers are fully informed of new features and industry best practices.

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REMUNERATION

DCG is offering a competitive salary and performance-based bonuses, as well as an opportunity to develop and perform at the highest level within a unique, exciting, funded start-up. Part of your bonus will be based on the rate of customer renewal, directly correlated with the level of success DCG customers experience. You will not be directly tasked with commercial upsell. However, you will be requested to share benchmark proposition updates (new benchmarks, additional offerings) with customers.

LOCATION

DCG fully supports flexible working. Headquartered in Dublin, Ireland, the candidate will be based ideally in either Ireland or the UK, operating in the GMT time zone. Remote working and a level of travel (10%) will be part of your working practice.

QUALIFICATIONS 

●       Experience: Minimum of 5 years in a Customer Success, Account Management, or related customer-facing role, preferably in research, digital commerce, SAAS or data/analytics, with at least 2 years directly supporting enterprise customers

●       Certification: Customer Success certification such as CCSM would be beneficial

●       Communication Skills: Outstanding English written and verbal communication skills, with a strong ability to present complex information in a clear and compelling way.

●       Customer-Centric Mindset: Demonstrated commitment to customer success and proven track record of building lasting customer relationships.

●       Analytical Abilities: Proficient in analyzing customer engagement data to identify trends and improve processes

●       Tech-Savvy: Comfortable working with digital tools and platforms, with the ability to learn new technologies quickly. Experience implementing and using CS tooling would be beneficial, e.g. CSPs such as ChurnZero and Project Management  such as Asana

●       Collaboration & Teamwork: Ability to work cross-functionally with internal teams to resolve customer issues, promote new solutions, and improve the overall customer experience.

●       Problem Solving: Proactive, solution-oriented approach to challenges with strong organizational and prioritization skills.

●       Digital Commerce Knowledge: Familiarity with digital commerce, e-commerce benchmarking, or related fields is highly desirable, but not essential

WHAT ELSE?

At DCG we believe in growing and developing our teams and individuals so we look for:

●       Leadership potential with initiative to build, scale, and lead ahigh-performing CSM team

●       A person with a positive attitude and a growth mindset, who thrives in a busy start up environment and is as happy to work on strategy as to execute

●       A self-starter who can make informed decisions quickly and ‘get it done’. You look at the ‘big picture,’ within the market landscape, whilst being hands-on with regards the detail.

INTERVIEW PROCESS

Following a two or three-stage interview process, which will include a written assessment, the successful candidate must be available to start within 6 weeks.