Customer Value Manager (fluent in English & German)

Job Requirements

Customer Value Manager (Mature Market)

Location: Rotterdam, London, Germany or Romania

Our Purpose: Help a billion people find the right work.

The Opportunity

Phenom is an AI-powered talent experience platform (TXM) redefining the HR tech space. As a leader in our established mature markets, we are seeking a highly collaborative Customer Value Manager (CVM) to lead our customers toward digital transformation and measurable business impact.

In this role, you are the strategic "Outcome Owner." You will operate as an integral part of a regional team, taking ownership of the customer relationship post-signature while aligning closely with established ways of working. Working in close partnership with the account manager and our extensive local support network, you will ensure our customers realize the full potential of Phenom's AI capabilities. This role is ideal for an adaptable team player who thrives in a highly dynamic, unstructured environment, possessing the ability to orchestrate success out of chaos alongside a strong, highly visible in-region presence.

Key Responsibilities

Value Realization & Outcome Architecture

• Value Realization & ROI: Partner with talent leaders to diagnose business challenges and co-develop strategic value plans to overcome these challenges; and articulate the tangible benefits of AI and automation for HR/Talent teams, successfully translating platform usage into measurable ROI and business outcomes.
• Quarterly Business Reviews (QBRs): Leverage advanced data analysis and a deep understanding of the talent lifecycle to lead high-impact QBRs that demonstrate value attainment, celebrate milestones, and strategically align future platform optimization, through a compelling story based on specific data points..
• Platform Solutioning & Optimisation: Act as the customer trusted advisor and platform Subject Matter Expert (SME) to diagnose complex customer issues and design comprehensive solutions by maximising the utilisation of the platform's features and capabilities. The key focus is to deepen the customers' adoption whilst educating them on how to embed AI into everyday use.

Regional Leadership & Collaborative Orchestration

• Strategic Ownership & AI Operationalization: Serve as the primary point of contact and strategic owner for customer health and sentiment within your portfolio. You will exercise high judgment in managing priorities and drive the operationalization of AI and automation to ensure platform adoption translates into scalable and measurable business outcomes.
• Cross-Functional Collaboration: Function as a key player within Phenom's established functional teams. You must seamlessly collaborate with local Implementation, product, account management, and support teams to ensure a unified and comprehensive customer experience.
• In-Region Presence: Build deep, trust-based relationships through regular engagement and high visibility. This role emphasizes a strong local footprint, actively participating in regional office culture, team meetings, and frequent customer onsites to facilitate workshops, strategy sessions, and relationship mapping.

Operational Agility & AI Leverage

• Scalability: In alignment with our competency framework, you will effectively manage daily tasks and operational needs, leveraging internal tools to streamline workflows and prepare high-quality deliverables with speed and precision.
• Collaborative Execution: Take ownership of your portfolio while utilizing our established processes. Maintain high standards of account hygiene and documentation in alignment with the broader regional team's standards.

Change Leadership

• Consultative Guidance: Lead customers through the behavioral and organizational shifts required to adopt autonomous AI technology.
• Stakeholder Mapping: Build a network of "Champions" and executive sponsors within each account to ensure long-term partnership stability.

What You Bring (Requirements)

• Experience: 5+ years of experience in Enterprise HR Tech Customer Success, Talent Ecosystem Management Consulting, or Talent Acquisition Systems with a comprehensive recruitment background.
• Collaborative Mindset: Proven ability to operate effectively within an established, mature market structure. You thrive as part of a highly visible, cross-functional local team.
• Commercial & Business Acumen: Ability to have sophisticated, value-based conversations with HR executives and Talent leaders.
• Operational Excellence: Mastery of prioritization and the ability to coordinate across comprehensive regional teams to drive momentum.
• In-Region Presence & Travel: Strong emphasis on being a visible presence in the region, including willingness to travel within the market for customer onsites and regional office events.
• Technical Aptitude:
• A forward-thinking approach to technology, with a high degree of comfort using AI tools to drive personal and professional efficiency.
• Solid technical understanding of the SaaS product lifecycle, including the structure of product and engineering teams per product line for internal navigation, release management, and platform integrations, to effectively guide customers through technical projects and facilitate engagement with internal Subject Matter Experts (SMEs).
• Demonstrated experience with complex SaaS environments and a proven aptitude for utilizing and operationalizing AI capabilities.
• Communication: Exceptional storytelling and presentation skills.
• Languages: Fluency in English and German is required.

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every office and even for those who work remotely!

*This role requires regular onsite attendance for candidates that would be based in or near the Rotterdam office (within 80km), in accordance with our office attendance policy. If based in Germany, London or Romania the role is remote.

*Applicants for this role must be currently authorized to work in the country hired. At this time, we are not accepting applicants who require sponsorship, whether now or in the future.

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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