OverviewThe Senior Customer Success Manager helps new and existing customers derive the most value from the company's products and services. The position will be responsible to own the customer journey post-implementation which will include maintaining strong customer and partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. The Customer Success Manager 3 serves as a primary point of contact representing the customer.
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ResponsibilitiesDrive retention, growth and ROI among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutionsDevelop ROI models to be communicated throughout the customer life cycleAct as the customer advocate by identifying and sharing best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team membersEffectively partner with resources across departments as needed to support customers' needsCreate conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationshipsIdentify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation planDrive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure resolutionRepresent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategyMay provide guidance to other team membersOperate as a trusted adviser to potential customers;
develop and maintain strategic working relationships
Basic QualificationsBachelor's degree or equivalent experienceFluency in English and GermanExperience in customer advocacy roleExperience managing or participating in projectsExperience selling or delivery of IT Products/ServicesMicrosoft Windows and Office proficientStrong oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tactStrong organizational, multi-tasking, and time management skillsStrong interpersonal skills;
able to maintain solid rapport with team members as well as maintain professionalism with those xiphteb outside of departmentSelf-motivated with the ability to manage projects to completion with minimal oversightAble to thrive in a fast paced, deadline driven environmentDemonstrated ability to influence, motivate, and mobile team members and business partnersStrong ability to establish rapport and gain the trust of others;
effective at gaining consensusStrong ability to handle sensitive information with discretion and tactStrong ability to use original thinking to translate goals into the implementation of new ideas and design solutionsAbility to coach, mentor and provide feedback to team members in a timely mannerStrong knowledge of Microsoft Operating systems and productsStrong business and technology acumenStrong company software technology knowledge