Senior Customer Success Manager- Enterprise

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 44 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 227 million freight posts in 2021, and a database of $126 billion of annual global shipment market transaction data. DAT is headquartered in Denver, CO. We have a second campus in the Portland, OR area, where we got our start four decades ago, and we have additional offices in Springfield, MO and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for a Senior Customer Success Manager- Enterprise to join our Sales team in Denver, CO (DTC).

The Senior Customer Success Manager will be responsible for providing high levels of engagement with DAT's largest and most strategic accounts.  The priority will be to provide both post-sales / post-renewal and ongoing customer support, driving engagement and value-focused training to ensure the customer is aware of and utilizing every DAT product and service at their disposal.  The SCSM will then provide a consultative analysis of all customer workflows, identifying how they currently utilize DAT products / services and how those services fit into the day to day operations of multiple customer teams or silos.  Feedback from this analysis will be bi-directional; the SCSM will alert the customer to gaps and business needs and how existing or additional DAT products and services may solve business problems.  They will also provide customer feedback to DAT product teams, identifying where gaps exist in DAT user experiences and how products can be enhanced (or built) to maximize customer utility.

Success in this role will require strong relationship-building and interpersonal skills, the ability to remain organized across multiple engagements at the same time (in many instances within the same customer organization) and a strong desire to see customers as partners and to enable their success.  Success will be measured by how engagement has increased across the SCSM's book of business, how overall customer spend has increased over time, and how successfully-relayed customer feedback has improved DAT products and services.

Candidate Profile

• A minimum of 10 years’ experience in a customer-facing or support role. 
• Logistics Industry experience is a must.
• A minimum of 10 years’ experience working as part of a team to formulate technical solutions to help customers meet business objectives.
• Excellent verbal and written communication skills. 
• Strong consultative, analytical, and problem-solving skills.
• Project management experience is a plus.
• Self-motivating and self-supporting.
• Motivated by the opportunity to work in a fast paced environment and earn commissions by growing existing business.

What You’ll Do

• Provide post-sales / renewal and ongoing customer support.
• Determine technical and business requirements from customers and provide technical solutions in a professional manner within agreed timeframes.
• Lead design workshops, assessments, and planning sessions.
• Provides strategic direction and roadmap for use and implementation of DAT suite of SaaS solutions to drive productivity improvements, efficiencies, risk mitigation and cost savings.
• Drive engagement and value-focused training to ensure our customers are aware of and fully utilizing DAT’s suite of SaaS solutions.
• Provide a consultative analysis of all customer workflows which will include how the customer utilizes DAT’s suite of SaaS solutions.
• Analyze how DAT’s suite of SaaS solutions fit into the daily operations of multiple customer teams / departments.
• Alert the customer to gaps and business needs and how DAT’s suite of SaaS solutions will solve their business problems.
• Drive improvements to DAT products, solutions and processes by bringing back fresh ideas and customer feedback about how to deliver even greater value to our customers.

The Skills You’ll Need

• Deep knowledge and understanding of the full truckload marketplace, based on direct experience in the industry, is a must for success in this role.
• The ability to get the customer excited about DAT’s suite of SaaS solutions.
• A strong communicator and a great listener, enabling you to understand the customer's primary points of pain.
• The ability to function as part of a larger deal team in service to the best experience possible for your customers.
• Demonstrable system architecture skills, customer skills, and ability to work with a team involved in the production of a technical solution for a customer.
• Ability to synthesize customers’ needs and respond with practical and timely solutions.
• Typically requires a minimum of 3 years of directly related experience.
• Travel required; <15%.
• College degree required, business focus preferred.

For Colorado-based candidates, in compliance with Colorado's Equal Pay for Equal Work Act, the minimum salary for this role is $90,000 + commission + benefits. The maximum compensation for this role can vary significantly depending on your job-related skills and experience. DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

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