Customer Success Representative (CSR) 

Customer Success Representatives are the company’s aftersales and retention team and are tasked with ensuring renewal and avoiding churn among our clients. 

Your job is to follow up on a customer after they have subscribed to Datamaran and assist in driving our platform adoption to ensure clients meet their needs. 

Your goals are to improve customer retention, increase upsells or referrals by ensuring customer satisfaction and avoid churn. 

Your duties include responding to customer inquiries, managing customer accounts, and resolving issues with the support of the Customer Success Director and the Senior Technical Manager. 

When?       As soon as possible

Where?      Anywhere

Salary:       Competitive

You will:

  • Providing training to clients to make them independent in the use of the platform 
  • Supporting Account Managers in responding to clients’ requests for additional support (e.g. Preparation of clients’ topic mapping against DM topics; Building Surveys and analyzing results; Deliverable preparations)
  • Responding to clients’ technical concerns and solve issues arising with the platform in collaboration with Tech team
  • Logging and keeping track of clients’ support actions
  • Supporting the Customer Success Director in client engagement activities at different phases of the client journey

  • Helping to review the content and structure of the Datamaran Certification program
  • Managing Datamaran Certification Program routine
  • Managing preparation, onboarding and renewal procedures
  • Uploading and updating clients information on CRM tools (Salesforce/Hubspot)
  • Managing data collection on clients Health metrics and KPI
  • Supporting the collection of operational processes and procedures in the Customer Success Handbook
  • Participate in internal mandatory training

Key skills:

  •  Account management 
  •  Knowledge of the platform
  •  Customer-first mentality
  •  Client facing: excellent written and verbal communication (fluent in English)
  •  Good relation skills 
  •  Process thinking 
  •  Long-term planning
  •  Hunger learner mindset
  •  Knowledge of ESG issues and trends
  •  Excellent communication and listening skills
  •  Ability to understand what a customer needs
  •  Strong problem-solving skills
  •  Tech-Savvy
  •  Good organizational and time management skills
  •  Ability to understand technical concepts of Datamaran and convey them to customer
  •  Quantitative analysis: spreadsheet manipulation (data preparation, formatting, analysis)
  •  Familiarity with CRM tools (Salesforce)

Desirable:

  • Capacity to understand clients’ personal and professional priorities to identify most suitable client engagement activities 
  • Being creative to identify and propose client engagement opportunities based on client experience and use of the platform 

Benefits:

  • A dynamic and international work environment
  • Competitive salary
  • Pension plan

To apply send your resumé and cover letter to: recruitment@datamaran.com

datamaran-logo

Datamaran is the only software analytics platform in the world that identifies and monitors external risks, including ESG. Trusted by blue-chip companies and top tier partners, it brings a data-driven business process for external risk and materiality analysis. In house - at any time. 

Datamaran’s patented and award-winning technology offers real-time analytics on strategic, regulatory and reputational risks, specific to your business and value chain.

Companies worldwide use Datamaran to:

  • Gain a clear view of risks and opportunities tied to ESG, geopolitical, technology and emerging issues - with the power of patented technology;
  • Monitor these material and emerging risks through live dashboards; and
  • Strengthen risk management, Board oversight and annual reporting with credible data and real-time insights.

Performance-driven

We have different backgrounds, we are from all around the world and we have diverse expertise. What unites us is our focus on performing at our best, continuously learning and thriving as we face new challenges.

Collaborative

We are a close-knit team who support one another with the bigger vision in mind. We think
two heads are better than one, and we consult with and support our colleagues to find the best solutions for our clients.

Agile

Change is a constant, and we are ready to bend and flex to adapt to the external environment and jump on opportunities. Our vision is clear, but the path to get there may change; we are excited about every twist and turn.

Committed

We are an ambitious company with a mission to put sustainability risk on the radar of every business – and we are passionate about using the latest technology and our creativity to achieve that.

Performance-driven

We have different backgrounds, we are from all around the world and we have diverse expertise. What unites us is our focus on performing at our best, continuously learning and thriving as we face new challenges.

Collaborative

We are a close-knit team who support one another with the bigger vision in mind. We thinktwo heads are better than one, and we consult with and support our colleagues to find the best solutions for our clients.

Agile

Change is a constant, and we are ready to bend and flex to adapt to the external environment and jump on opportunities. Our vision is clear, but the path to get there maychange; we are excited about every twist and turn.

Committed

We are an ambitious company with a mission to put sustainability risk on the radar of every business – and we are passionate about using the latest technology and our creativity to achieve that.

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