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Dashlane // digital identity management
 
New York City    Posted: Friday, April 30, 2021
 
   
 
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JOB DETAILS
 

Due to the ongoing public health crisis, our interview & onboarding processes will remain fully remote until further notice. At times like this, were even more committed to providing you support & flexibility while you interview & onboard for your new job.  

About Dashlane

Dashlane is an award-winning app that lets you access & share business & personal passwords anytime, anywhere. The app works across every major operating system & browser so every user can enjoy a simpler, safer internet. Our team in Paris, New York, & Lisbon is united by our passion for improving the digital experience & the belief that with the right tools, we can help everyone simplify their online lives. Dashlane has empowered over 15 million users & 20,000 businesses in 180 countries to enjoy a faster, simpler, & more secure internet. 

You will be based in New York, NY.

The role:

Our B2B team is looking for a Customer Success Representative to help us achieve ambitious growth goals. As a Customer Success Coordinator you will be responsible for working with our customer base by bringing Dashlane's best practices, innovations & capabilities directly to the users of our product. You will foster relationships with key stakeholders, assist clients with ongoing projects, & strategize operational improvements to ensure their success with Dashlane.

We're looking for self-motivated, curious, resilient professionals with strong organizational & follow up skills who work well in a fast-paced environment. Your success in this position depends on excellent phone, & email skills & the ability to quickly assess prospective opportunities for improvement through discovery & qualification, uncovering business needs through active listening & thoughtful questioning. Youll be working with Executive/C-Suite contacts in IT & Security, developing strategies & tactics to maximize your success, & will also collaborate with cross-functional peers in Customer Success, Sales, Support, Product & Engineering. If this sounds like the type of role & environment you thrive in, then we want to talk to you.

At Dashlane you will:

  • Create an exceptional experience for hundreds of B2B customers, ensuring a positive journey after the initial sale is closed through their annual renewal
  • Become an expert on Dashlanes offerings and help develop rollout and deployment strategies to best match new customer needs based on their specific circumstances to help improvpassword habits company wide
  • Fully own a diverse customer list & work independently to ensure needs are met and/or surfaced for internal development teams to consider
  • Consult with customers to defincollaboration goals, success criteria & program strategy to ensure a customer perception of value that leads to renewal & expansion
  • Act as the subject matter expert on the features, benefits and application of Dashlanes products & services 
  • Proactively develop a trusted advisor relationship with customer stakeholders to drive product adoption, educating customers on the Dashlane value proposition & product features over the phone, via email, & via product demonstrations (and, of course, Zoom)
  • Conduct periodic customer health-checks to understand behavior, identify renewal risk, & proactively address inactivity and/or missed opportunities to ensure success
  • Manage & resolve customer requests, collect product feedback, feature requests, & foster product testimonials from the existing customer base
  • Meet & exceed quotas to ensure Dashlane successfully retains & grows account revenue
  • Build long-term customer relationships with a focus on ensuring they know the customer success team can help them navigate uncharted territory withing their organization
  • Work in tandem with Dashlanes customer service & support team to ensure technical product related problems and/or questions are resolved at the right level
  • Learn side by side with peers about the changing landscape of digital security with a team who understands most incoming employees will need some level of basic training on Dashlane & general password management topics
  • Work on a diverse, global team with a positive outlook & desire to help others. Flexibility, drive & passion are key to the teams working style

Requirements:

  • Bachelors degree
  • 1+ years of customer success/sales/account management or relevant internship experience 

Nice-to-haves:

  • A proven track record of consistently meeting or exceeding expectations such as assigned activity/sales quotas
  • Exceptional verbal & written communication skills & an ability to effectively communicate & influence others
  • Exceptional organizational, time-management, & prioritization skills
  • Creative & entrepreneurial mindset - interested in helping to build a business with the ability to change direction & operate in a fast-paced, high growth environment
  • Strong sense of accountability & responsibility- youre willing to go the extra mile with a strong work ethic
  • Can perform day-to-day work with minimal supervision, & new and/or complex assignments with minimal direction; self-directed & resourceful
  • High degree of perseverance & passion for our product & mission
  • Tech-savvy, personable with natural problem-solving abilities & demonstrated discretion & ability to work with confidential information
  • Ability to think critically, troubleshoot & solve complex problems in a fast-paced, data-driven, metrics-oriented environment
  • Domain knowledge & experience with Identity & Access Management (IAM), Enterprise Password Management, or similar Information Technology/Security verticals
  • Domain knowledge & experience with cloud & on-premise IT environments, enterprise web technologies, directory services (MS Active Directory, etc.), endpoint & network management

Diversity, Equity, Inclusion & Belonging at Dashlane:

As a truly international companyfounded in Paris & split between Paris, New York, & LisbonDashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, & more. We are committed to hiring a diverse community & fostering a culture where everyone is heard & belongs.

Your interview experience: 

To know what to expect once youve sent your application, read about how we interview & hire at Dashlane in this blog article written by our Talent team. Feel free to browse our blog to find more information about our product & how we work.

 
 
 
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