About the job

The Community Success Manager is pivotal in steering and enhancing customer engagement platforms to foster robust communication and interaction with DMSi staff. This role entails the strategic coordination of the Customer Community, Power Teams, and the Partners Conference.

The Community Success Manager acts as a conduit between Customer Experience, Executive Leadership, and various DMSi departments to realize company objectives. Additionally, the Community Success Manager is tasked with administering, documenting, and disseminating the NPS and System Manager surveys, ensuring the implementation of appropriate follow-up actions. The Community Success Manager also assumes the role of the internal Administrator for the DMSi customer websites, which are the principal web portals for DMSi’s customers.

RESPONSIBILITIES AND DUTIES:

• Establishing and implementing a well-defined structure for DMSi Subject Matter Experts or “Power Teams,” outlining their specific roles and responsibilities.

• Collaborating across various DMSi departments to enhance the Power Teams' capabilities and broaden their mission with interdisciplinary involvement.

• Overseeing and enhancing the DMSi Community portal, the main site for our customer's power users.

• Conducting Net Promoter Score and System Administrator surveys to gauge satisfaction with DMSi's products and services.

• Engaging directly with customers to aid in issue resolution or gathering additional feedback, including on-site visits when necessary.

• Coordinate a wide range of market-specific activities, ensuring that each initiative is tailored to the unique needs and characteristics of the target market. Work directly with DMSi Market Intelligence to gather and analyze data, develop strategies, and implement plans that drive market growth and enhance our competitive edge.

• Communicating internally about Customer Community and Power Team initiatives.

• Providing support with additional duties and interdepartmental assistance as required.

  
  

KNOWLEDGE, SKILLS, AND ABILITIES:

Experience in customer service management, with a track record of achieving and exceeding performance targets.

Advanced Project Management and Organizational skills.

Strong leadership and interpersonal skills with the ability to motivate and inspire others.

Strong verbal and written communication skills.

Excels in data analytics with strong logical thinking skills. Experience with conducting research and problem resolution.

Ability to engage positively with individuals at all company levels and with external parties, fostering constructive interactions and collaborations.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

Normal office environment with the use of computers and telephone systems; no unusual physical demands.

Travel to customer locations as needed, including air travel and car rental.

EDUCATION AND EXPERIENCE:

College degree in Business, Supply Chain Management, MIS, Marketing, , or equivalent work experience in similar roles or with similar duties.