Digital Customer Success Manager (DCXM)
WHO
Our client is a SaaS startup company that develops platform customer engagement software. It is a new division of a global leader in the construction materials industry, operating in over 70 countries and employing over 80,000 annually.
WHAT
To hire a Digital Customer Success Manager (DCXM) for the Denver Region. Customers, both internal and external, will be critical in the roll-out of new technologies. Someone needs to sit at the helm of providing support, optimizing processes, managing relationships, and building loyalty. The right individual can bridge the gap between traditional processes and technology by utilizing a customer-focused mindset, technical knowledge, and success in previous customer-facing roles.
THE SEARCH
Looking for someone who is at the forefront of construction technology and customer success. It is a tough combination, but those are the only 2 mandatories so we were able to prevail.
OUTCOME
We developed target lists of companies and candidates who became prospects on the search. We identified and spoke to more than 200 qualified individuals and ultimately chose 10 candidates to present to our client, who then selected 2 candidates to meet. Both candidates presented as great options for the position and a favorite was identified for the final steps. TalentBench subsequently interviewed a 3rd candidate who was an even better fit culturally and we recommended this person be fast-tracked in step with the other finalist. Our client met the next day and arranged for subsequent meetings with stakeholders throughout the region resulting in a unanimous opinion to hire the 3rd candidate. This candidate felt the same way and it was a match on all fronts. Our client was thrilled with the outcome and was impressed with the dedication and commitment we put into the search. We were able to provide an excellent candidate still in the role today and after 18 months.