Customer Success Manager

💡 What We Do

At DataHawk, our mission is to accelerate the business performance of brands, sellers, and digital agencies on e-commerce marketplaces.

In more concrete terms, we support brands, sellers, and agencies that navigate the competitive world of e-commerce to increase their profitability (top and bottom line) and develop their awareness. To do so, we built a robust and smart marketplace analytics solution that provides our customers with ready-to-use, and fully customizable KPIs and dashboards. It automates data collection, simplifies data management, and integrates seamlessly with major business intelligence (BI) tools, such as PowerBI, Google Sheets, Tableau, and more. Since 2017, we have helped hundreds of brands increase their revenue by an average of 130%.

🦅 Who We Are

DataHawk was launched in late 2017 originally as a side business by Isaac DUPLAN, Sylvain PAGET, and Othmane SGHIR and was bootstrapped for two years until the summer of 2019. We then raised a financing round of $1M in June 2019 and $7M in June 2021, which helped us grow the team.

Beginning 2023, we're a team of 30+ Hawkers divided into 3 departments - Go-to-Market, Operations, and R&D - based in France, the United States, Senegal, and Morocco.   The recipe to join DataHawk? When we look for new Hawkers, we like to check if you'll bring a few of the following ingredients: a large handful of curiosity, a few grams of constructive criticism, tons of passion, and a cup of pragmatism. All this sprinkled with optimism and a sense of celebration.

💎 Who We Are Looking For

In a context of growth and important transformation - from SMB to Mid Market and Enterprise Business - DataHawk's Customer Success team is looking for a new recruit to accelerate the company's revenue and awareness around the world. As Customer Success Manager, you will work with William (Head of Customer Success), Michel (CEO), and the CS team to engage and take care of DataHawk's customers - Amazon/Walmart resellers, brands, sales aggregators, and agencies-.

🎯 Main Responsibilities

• Develop strong eCommerce expertise and DataHawk's product proficiency and convey it to customers
• Listen to, analyze, and quickly understand customers' challenges and business needs- even the ones behind the scenes -
• Help customers attain their business goals and reach estimated ROIsby nurturing relationships and leveraging DataHawk's solution
• Providehands-on proactive support to customers, from onboarding to successful implementation and in-depth utilization
• Increase customers' usage and retention leading to upsell
• Monitor performance through key Customer Success KPIs such as NPS, CSAT, and retention rates
• Show proactivity inkeeping up to datewith product developments, knowing how to present them, and bringing up the needsof the market to the Product team to make the roadmap evolve
• Work with the Product team to build customized dashboards during customers' onboarding
• Work with the Marketing team to develop customer success collaterals - such as success stories

🎭 Required Profile

• You are curious - this is our number one must -, passionate, and like to take challenges

• You are a creative problem-solver and do whatever it takes to get the job done: facing roadblocks, staying persistent, and learning along the way

• You are a team player and you proactively build relationships with your colleagues to update them on activities

• You are 100% fluent in English - if you're native, it's a real plus -

• You have strong experience working for an Amazon seller, brand, or agency

• You have experienced a customer-facing role, preferentially as a CSM or AM in a SaaS company

• You are an effective and empathetic listener

• You are a communicator, keen on writing and persuasive speaking skills

• You are a highly analytical mind and know how to adapt to each new situation

• If you don't tick all the boxes, but have some great things to share with us, we'd love to hear from you.

⭐ Bonus Skills

• You are interested in data visualization
• You know how to use Power BI, Looker Studio, and/or another BI solution
• You are a fluent or native Spanish or German speaker

🎢 Recruitment Process

• Step 1: Discovery Call with William, our Head of CS - 30'
• Step 2: Case Study Presentation with William and Michel, our CEO - 60'
• Step 3: Culture Interview with Sylvain, our CTO, and a team member - 60'
• Step 4: Founders Call with Isaac (CPO) and Othmane (COO) - 30'

💸 Comp Package

• Contract Type: Full-Time
• Start Date: Fall 2023
• Location: Paris, France (75011) - Rue de Nice (headquarters)
• Salary/OTE: 45,000€ - 60,000€ depending on profile
• Salary Structure: Base (70%) + Variable (30%)