About Dimagi

Dimagi is an award-winning social enterprise and a certified B Corp and Benefit Corporation. Our primary product, CommCare, is the most widely-deployed open-source digital platform for enabling Frontline Workers. Since 2002, Governments and organizations across all sectors have built customized mobile, web, and SMS applications on CommCare to deliver services to underserved populations. Dimagi is more than a tech company. We are an impact-first team of compassionate people from all parts of the world and all walks of life, dedicated to using business as a force for good in global health and development.

About the Position

We are looking for a Senior Customer Success Manager to join our growing Customer Success team, housed underneath our SaaS Division. We’re looking for an individual excited about working closely with customers to help orient them to CommCare, and provide support throughout their CommCare journey. This includes working with customers directly on a medium to long-term basis, creating learning tools and documentation to support their remote learning, helping them build their growth trajectory as they plan to scale their project. You’ll work with partners in diverse impact-driven sectors, from agriculture to maternal health to social entrepreneurship, helping solve their unique problems and helping maximize their impact.

In addition, the Senior Customer Success Manager will work closely with our Director of Customer Success to analyze customer’s usage of the product, and how that affects customer retention. Based on these internal data analyses, the Senior Customer Success Manager will reach out to customers to help understand their usage patterns, and how we can help them better utilize CommCare’s capabilities. This part of the role requires both the substantive quantitative data analysis skills, as well as the ability to discern patterns and take action based on data interpretation.

Beyond individual customer outreach, the Senior Customer Success Manager will also work closely with our Support team, to help answer more advanced application design and application building questions from our customers. They will work with the Sales team to understand the needs of new customers, with the Marketing team to inform the development of documentation, and with the Product team to provide feedback on customer’s product usage.

We are looking for a dynamic individual, at ease with multi-tasking, who enjoys building relationships with customers in the long-term, and who has demonstrated his/her capacity to master the use of a complex software and has had experience training others on its utilization.

Responsibilities

Lead complex 3 and 6 month onboardings with new SaaS customers to help orient them to using CommCare, and help them build, deploy, and manage their mobile application
Project Manage and implement full service offerings for our CS clients, working on system development and training of entire applications and systems
Serve as an Account Manager for some of our largest key accounts, conducting periodic check-ins on their product usage and scaling strategy, providing support as necessary
Answer advanced app building and app design questions from our users, for Support tickets, potential new Sales, and existing customers (e.g. Enterprise customers)
Conduct analysis on customers’ CommCare usage, and reach out to customers to encourage better usage
Develop online learning tools and documentation on application design, building, and implementation to drive better CommCare usage (wiki, YouTube videos, Academy courses, etc)
Provide feedback to Product team on product features and documentation
Provide feedback to Marketing and Sales on the profile and needs of our customers to help those teams better orient new prospects
Provide recommendations on the evolution of the CS function, as we grow the CS team
Embody the principles of Unreasonable Hospitality, making sure we always go the extra mile for our customers making them feel heard, seen, and taken care of

Relevant Skills

BA/BS with 5 years of work experience at the intersection of development and technology
Professional fluency in English and either French and/ or Spanish
Effective project management that meets all deliverables while adhering to all timelines and budget constraints
Experience using digital data collection and service delivery tools, e.g. CommCare, ODK Collect, SurveyCTO, Kobo, DHIS2 Android Capture (CommCare strongly preferred)
Quantitative data analysis
Effective communication and client management skills
Ability to explain complex technical concepts to a non-technical audience
Ability to work well on teams and delegate tasks effectively to more junior team members
Time management and ability to work effectively with tight deadlines and changing priorities
Experience working with government agencies (domestically or internationally)
(Bonus) CommCare experience
(Bonus) Management experience
(Bonus) Experience working with INGOs
(Bonus) Data visualization software (Tableau, PowerBI, etc)
(Bonus) Experience running trainings for adults
(Bonus) MA/ MS / MPH in development or public health

Benefits and Compensation

We aim to make a difference, not just as a company, but as an employer as well. As a mission-driven social enterprise, our salaries are more in line with that of a non-profit organization. At Dimagi, we are transparent about salaries at all levels of the organization and have a standard, global pay-scale for all positions (that is an open and set formula and non-negotiable). Thus, the shortlisted candidates will be provied their salaries based on their location.

In addition to the numeral compensation, the benefits we offer are geared towards having a strong impact on our staff’s well being. A few of our key benefits are outlined below:

100% employer-sponsored medical insurance
30 days paid time off inclusive of holidays - take the time off when you want to.
Unlimited sick time and excellent parental leave policy
Access to a flex-time policy that allows employees to work based on a flexible work schedule
Access to an Employee Assistance Program (EAP) through Magellan Healthcare

Dimagi's Diversity Commitment

Dimagi is an Equal Opportunity Employer. We celebrate and support diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All employment decisions are based on individual qualifications without regard to race, color, religion, age, sex, sexual orientation, ethnicity, gender identity and expression, national origin, family or parental status, veteran or disability status.

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