Senior Customer Success Associate (COVID-19 Response)

Dimagi, Inc. - Cambridge, MA
Job Description
About the Role

Dimagi’s technology is being utilized for the COVID-19 response, and we are hiring a Senior Customer Success Associate to assist us with our response efforts.

The Senior Customer Success Associate will join our SaaS Division. This position can be based out of one of Dimagi’s offices located in Cambridge, MA, Washington D.C., Cape Town South Africa, or Delhi, India (once re-opened) but is also open to remote employment within the United States, South Africa or India. This role is a 12-month fixed-term position with a strong possibility of converting to a permanent status pending re-evaluation of requirements at the end of the contract. This position is required to work during US business hours.

In the immediate future, the Customer Success Associate will work with customers who are involved in the COVID-19 response (ranging from governments, NGOs, private healthcare centers, universities, etc.) to help them deploy the various applications and offerings Dimagi has built for the COVID-19 response and already successfully deployed around the world. In the longer-term, the Customer Success Associate will work with partners in diverse impact-driven sectors, from agriculture to maternal health to social entrepreneurship, helping solve their unique problems and help maximize their impact.

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. This role will also include analyzing customer’s usage of the product, which requires substantive quantitative data analysis skills, as well as working closely with our support team to answer more advanced application design questions.

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

Responsibilities:
  • Coach organizations implementing COVID-19 response projects through the successful usage of Dimagi’s templated tools for outbreak response
  • Lead 1 and 3-month onboardings with new SaaS customers to help orient them to using CommCare, and help them build, deploy, and manage their mobile application
  • Conduct outreach to new customers to help orient them to our online tools and resources
  • 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
  • Support data analysis on customers’ CommCare usage, and reach out to customers who are struggling with low usage to help identify and solve barriers to usage
  • Develop online learning tools and documentation on application design, building, and implementation
  • Provide feedback to the 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 best practices to maximize the success of our customers
Required skills:
  • 2-3 years of work experience at the intersection of development and technology
  • Effective project management that meets all deliverables while adhering to all timelines and budget constraints
  • Experience with quantitative data analysis
  • Effective client management skills
  • Excellent verbal and written communication 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
  • Strong time management skills and ability to work effectively with tight deadlines and changing priorities
Desired skills:
  • Experience using CommCare Platform (app building, data and report building, worker supervision, messaging)
  • Prior work in the field of public health or social impact
  • Experience working with government agencies or government bodies (domestically or internationally)
  • Experience with data visualization software (Tableau, PowerBI, etc)
  • Experience running training for adults
  • MA/ MS / MPH in development or public health
Location:
  • United States (with a preference for Boston or DC to be located into one of our offices)
  • Candidates in South Africa or India will be considered - but this role must work entirely US business hours
Benefits Provided

We aim to make a difference, not just as a company, but as an employer as well. 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
  • 10 personal initiative days
  • Occasional opportunities to travel internationally

Dimagi is an Equal Opportunity Employer. We celebrate and support diversity and all employment decisions are based on individual qualifications.

Note: Applications will be accepted until the position is filled.

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