Senior Manager, Digital Solutions Success

Senior Manager, Digital Solutions

We are seeking a highly motivated and experienced Senior Manager, Digital Solutions to join our team. The ideal candidate will have a strong background in Technology, Operations and possess exceptional skills in facilitating and overseeing product demos, ensuring successful roll-out and adoption, gathering feedback, and driving overall customer success. As a Senior Digital Success Manager, you will play a crucial role in driving customer satisfaction, retention, engagement with Operations, and revenue growth.

Responsibilities:

• Serve as the primary point of contact for our customers, building strong relationships and understanding their business objectives, challenges, and requirements.
• Collaborate with cross-functional teams, including sales, product management, and customer support, to ensure a smooth transition from sales to implementation and ongoing customer success.
• Conduct comprehensive product demos and presentations to showcase the value and capabilities of our digital solutions, tailoring them to each customer's specific needs.
• Develop a deep understanding of our products and solutions, staying up-to-date with new features, updates, and industry trends.
• Guide customers through the onboarding process, providing training, best practices, and support to ensure successful implementation and adoption of our products.
• Proactively identify opportunities for upselling and expansion within the customer base, working closely with the sales team to drive revenue growth.
• Gather feedback from customers, acting as their advocate within the organization, and collaborating with the product team to address any concerns, issues, or enhancement requests.
• Monitor key success metrics and customer health indicators, identifying risks and opportunities, and taking proactive measures to drive customer satisfaction and retention.
• Set up weekly sync along with create & publish digital solution usage, adoption & performance evaluation reports with stakeholders.
• Regularly communicate with customers to provide status updates, share industry insights, and deliver ongoing value-add engagements.
• Stay informed about the competitive landscape and market trends, providing insights and recommendations to internal stakeholders for product improvements and go-to-market strategies.

Qualifications:

• Bachelor's Degree or Equivalent with 7+ years experience in business, marketing, technology or a related field. An advanced degree is a plus.
• Proven experience in a customer-facing role, preferably as a Senior Manager Digital, Digital Success Manager, Customer Success Manager, or Account Manager.
• Strong operational background, with experience in project management, process optimization, or business analysis.
• Excellent presentation and communication skills, with the ability to articulate complex concepts in a clear and concise manner.
• Demonstrated experience in conducting product demos and delivering persuasive presentations to diverse audiences.
• Ability to build and maintain strong relationships with customers, understanding their unique needs and objectives.
• Strong analytical and problem-solving skills, with the ability to identify trends, interpret data, and make data-driven recommendations.
• Proactive mindset with a focus on driving customer success and achieving measurable outcomes.
• Familiarity with digital solutions, software-as-a-service (SaaS) products, or technology-driven industries is highly desirable.
• Knowledge in technical aspects, including AI/ML, is a plus.
• Experience in handling customer escalations and resolving conflicts in a professional and timely manner.
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.

We value candidates who have knowledge in technical aspects and AI/ML, as it can greatly contribute to their ability to understand and effectively communicate the value of our products and solutions to customers.

If you are a results-oriented individual with a passion for customer success and a strong operational background, we would love to hear from you. Join our team and be part of driving digital transformation and ensuring our customers' success.