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Posted 4 months ago
Requirements and responsibilities
About UsDozuki is the industry leader in connected worker software, empowering manufacturing companies to achieve faster, better, and safer operations. We drive frontline digital transformation by connecting processes, people, and platforms with real-time data and actionable insights. Our platform leverages Artificial Intelligence (AI) to intelligently surface critical information, optimize procedural guidance, and predict potential quality or safety issues, ensuring every worker on the floor is supported by the power of data science.Job OverviewWe are seeking a dynamic and experienced Enterprise Customer Success Manager to join our team. The Enterprise CSM is the strategic partner and commercial owner for a portfolio of Dozuki's most valuable manufacturing and industrial accounts. This role is responsible for building and maintaining strong client relationships, driving maximum platform adoption, ensuring quantifiable business value, and executing all necessary commercial activities to guarantee long-term account health and revenue expansion. The ideal candidate will have a passion for technology, excellent communication skills, and a proven track record of managing successful, high-value customer relationships with a commercial focus.Key Responsibilities1. Strategic Customer Success and Value Realization:Relationship Management: Cultivate deep, long-term relationships with key stakeholders, including executive sponsors at VP and Director level, operational leadership, and end-user champions across multiple global sites. Serve as the primary point of contact for all customer inquiries, issues, and escalations.Adoption and Health: Drive adoption and usage of the Dozuki platform by translating strategic business objectives into clear platform utilization goals. Proactively monitor customer health and usage metrics, identify risks, and execute prescriptive mitigation plans.Business Review Cadence: Plan and lead Executive Business Reviews that focus on measurable outcomes such as ROI, efficiency gains, and error reduction achieved with Dozuki. Create ROI analyses for customers, aligning future goals with the customers digital transformation strategy.Product Advocacy: Gather customer feedback and relay it to the Product Development team to drive continuous improvement, serving as the voice of the enterprise customer internally.Retention and Advocacy: Monitor customer satisfaction and proactively work to resolve issues that may impact retention. Identify and develop strong customer advocates who can provide testimonials and referrals for market growth.Onboarding and Handoff: Ensure a seamless transition from the Implementation and Professional Services team post go live, establishing a clear Customer Success plan with defined milestones and success criteria.AI Enhanced Operations: Leverage AI ML tools and generative large language models to analyze customer usage data, predict churn risk, and automatically summarize key insights from customer calls or support tickets, translating data into actionable success strategies.2. Commercial Management and Account GrowthRenewal Ownership and Negotiation: Own the end-to-end renewal cycle for the entire portfolio, proactively securing contracts ahead of expiry, leading complex commercial negotiations and mitigating churn risk.Multi Year Contract Strategy: Strategize and execute the conversion of annual contracts to multi-year commitments to enhance customer lifetime value and lock in predictable recurring revenue.Expansion and Upselling: Proactively identify and lead opportunities for expansion within the existing account base, targeting additional users, site deployments, or new product features modules. Contracting and Quoting: Manage the preparation and execution of complex enterprise level agreements, including SOW drafting, pricing negotiations, and liaison with Legal and Finance teams to finalize contracting documents.Forecasting and Reporting: Track and report on key customer success and commercial metrics. Maintain accurate forecasts for renewals and expansion opportunities within the CRM, providing clear visibility into the health of the commercial pipeline.Required SkillsBachelor’s degree in business, Computer Science, Marketing, Communications, or a related field.4+ years of enterprise level experience in a customer success, account management, or related role within the software industry.Proven track record of managing and growing customer relationships.Experience managing projects and initiatives independently.Strong understanding of SaaS business models and technology.Manufacturing industry knowledge is a plus.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Strong problem solving skills and a proactive approach to customer issues.Proficiency with CRM Salesforce software and customer success tools.Proficiency in Microsoft and Google Suite of products.Experience with AI ML driven Customer Success platforms such as Gainsight Catalyst or Chorus or demonstrated ability to adopt and integrate new AI technologies into workflows strongly preferred.Applicants must be authorized to work for ANY employer in the U.S. or Canada. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Refugee and asylee candidates will be considered provided they can provide proof of status prior to beginning employmentAWS provides customers with the option to store their data in AWS GovCloud US, which is managed solely by US Citizens in US locations. AWS GovCloud US is Amazon’s isolated cloud environment where accounts are only granted to US Persons working for US organizations.Dozuki is committed to a diverse and inclusive workplace. Dozuki is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please inform your recruiter.Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from 105000/year in our lowest geographic market up to 115000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Other incentives and compensation may be available based upon a number of factors including OTE on target earningsFraud AlertImportant information regarding fraudulent job offersOverviewDozuki has observed that certain agencies or individuals have been making job offers on behalf of Dozuki in exchange for money and or personal identifying information such as Date of Birth, Social Security number, etc. Job applicants have received dubious emails and LinkedIn messages extending Dozuki offer letters and asking for payments in lieu of benefits, uniforms, laptops, etc.At Dozuki we dont charge a fee at any stage of our recruitment process. Legally we are not obliged to honor any job assurances made by third parties in exchange for money.How can I tell if an offer of employment is genuineDozuki always first extends a verbal offer before a written offer is constructedWhat is recruitment fraudRecruitment fraud is a sophisticated scam offering fictitious job opportunities. This type of fraud is normally perpetrated through online services such as bogus websites or through unsolicited emails claiming to be from Dozuki. These emails request that you provide personal information and ultimately payments to process applications for jobs that dont exist. Fraudsters impersonate Dozuki recruiters and use the company name logo brand names and images illegally without authorization. They try to extract money as security deposit documentation processing fees training fees uniforms laptops benefits etc.How can I protect myselfDont pay or transfer money to get a job at Dozuki. Dozuki will not accept liabilities for any losses to those who have been defrauded.Dont engage with persons who hold themselves out as Dozuki employees and try to solicit payments under the pretext of offering recruitments.Be careful when sharing your personal information to protect yourself from potential damage.DO NOT CLICK ON ATTACHMENTS
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