Customer Success Manager

We are looking for a person who is passionate about achieving positive outcomes for the customer.

Are you passionate about the customer experience? Can you stand your ground with co-workers when negotiating with a stressed development team to achieve positive outcomes for the customer? Do others in the organization sometimes wonder whose side you are on? Can you handle multi-tasking support requests; managing expectations, deadlines and dates; and ensuring objectives are completed to the satisfaction of customers and managers? Are you an active listener, clear and effective in your communication, and able to create a trusted advisor relationship with customers?

If this sounds like you, we want to hear from you. We are looking for motivated, energetic, creative individuals to help us maintain excellence as we continue our exciting growth pattern. As a small company, our team enjoys a great deal of responsibility, independence and variety. We work with companies of all sizes, and we are good at juggling deadlines and priorities to keep a wide portfolio of customers happy. One thing we can promise you…you will have ongoing opportunities to perform challenging and rewarding work.

Responsibilities

  • Champion and continue to improve the CSM process
  • Create trusted advisor relationships with customers
  • Onboard new customers
  • Build a knowledge base of each client’s business, organization and objectives
  • Survey customers at key junctures of projects (midpoint and endpoint)
  • Analyze customer data to improve customer experience
  • Lead change resulting from customer feedback
  • Manage customer reviews on social media
  • Collaborate with development teams to identify additional work (business development opportunities)
  • Oversee project opening and closing processes.
  • Set and manage client expectations (project timelines and support requests)
  • Remove roadblocks for developers
  • Assist in facilitation of After Action Reviews
  • Write articles, assist with onboarding new employees, and send invoices
  • Regularly communicate in writing tasks accomplished
  • Develop proficiency in the FileMaker product line (training provided) 
  • Work to continuously improve internal processes

 

Requirements

  • Bachelors Degree preferred but not required
  • Exceptional communications skills (written and verbal)
  • Passion for service
  • Results oriented
  • Self-driven and proactive
  • Consistently deliver value to customers
  • Willingness and ability to embrace incoming and outgoing phone communication
  • Exhibit signs of leadership, creativity and a positive can-do attitude
  • Team player
  • Strong familiarity with software development lifecycle practices and Agile methodology
  • Ability to perform job functions with minimal supervision

 

What We Offer

  • High-energy atmosphere
  • Encouraging and supportive work environment
  • Opportunity for professional development and growth
  • Training, mentoring, and opportunity to obtain professional certifications
  • Competitive salary, STD/LTD, health plan, 401k with company match, company contribution to Health Savings Account
  • Annual bonuses
  • Free lunches

 

About Us

DB Services is a small, growing software development company based in the Indianapolis area with clients located around the world. Named FileMaker Partner of the Year for the third consecutive year, DB Services is also included on the Inc. 5000 list of Fastest-Growing Private Companies for 2019. We work in a variety of industries including advertising and marketing, education, wholesale, and healthcare. Our clients rely on us to design powerful solutions, deploy exceptional products, and deliver outstanding customer service. Building long-term client relationships is at the core of our business model. We are equally focused on building a cohesive and compatible team. We are seeking to expand our ranks with talented and articulate individuals interested in creative and challenging assignments and growth potential within the company.

About Indianapolis

Indianapolis, the nation’s thirteenth largest city, offers the benefits of a major metropolitan city-center wrapped in the down-to-earth nature of its Midwestern locale. Residents have access to cultural and artistic activities and can take advantage of numerous professional sporting events. Best of all, Indianapolis has a variety of unique neighborhoods and districts to suit every lifestyle and budget.

The city’s affordable cost of living continues to attract newcomers from other cities, showing that Indianapolis’s growth shows no signs of slowing. We are located one mile south of Fishers, Indiana and Carmel, Indiana, both of which consistently rank in the top 100 places to live in the United States.

To Apply

Complete the Online Job Application form.

  • Submit a cover letter
  • Attach your resume

If this position sounds like a good fit for you, in your cover letter tell us a bit about your software experience, aptitude, and why this position suits you.