Senior Customer Success Manager (German & English speaking)

Senior Customer Success Manager (German & English speaking)

100

100

Budapest|Hungary|HUN

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Sales and customer advice

Applicants with professional experience

Job Description

Sales and customer advice

Tresorit

Budapest|Hungary|HUN

100

100

74937

HUF
Information at a Glance

Role purpose:

A Senior Customer Success Manager engages accounts to drive Tresorit adoption, user activation and demonstrate ongoing value. This proactive role involves managing customer relationships, driving upsells and cross-sells, ensuring subscription renewals, and overseeing the customer onboarding process. This function is responsible for managing each step of the existing customer lifecycle: onboarding them by engaging during the evaluation phase, driving the onboarding and adoption process to managing renewals. He/She works together with the rest of the Tresorit organization to uncover new ways to make the customer satisfied, to increase monthly recurring revenue and to improve the product. The Customer Success Manager will monitor customer activity, communicate regularly, and foster strong, positive relationships to enhance customer satisfaction and loyalty.

Primary responsibilities:

• Managing the customer portfolio:
  • Managing a portfolio of key customer accounts, including Tresorit's high potential customers with focus on upsell and retention
  • Drive retention and growth among our customers by understanding their business needs and helping them succeed
  • Managing handover process from the Sales team of newly closed deals
  • Responsible for increasing assignment rate in existing customer portfolio
  • Monitoring customer satisfaction and usage with focusing on retention
  • Identifying opportunities for customers to act as Tresorit advocates
  • Making sure to have a proper forecast of new revenue, upsell, downgrade and churn risk by regularly communicating with your own customer base and administrating the opportunities properly in the CRM system
  • Activating customers to provide reviews, customer stories or participation in webinars
• Upsells and cross-sells
  • Identifying opportunities for upselling and cross-selling within the existing customer base.
  • Presenting and promoting additional products or services that align with customer needs and goals.
• Renewals
  • Managing the subscription renewal process to ensure timely renewals and minimize churn.
  • Developing and executing strategies to secure long-term customer commitments.
• Customer onboarding
  • Overseeing the onboarding process for new customers, ensuring a smooth and successful transition.
  • Providing training and resources to help customers fully utilize our products and services.
  • Enabling successful rollout of Tresorit to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and supporting the deployment virtually or in person
• Activity monitoring
  • Regularly checking customer activity and usage patterns to identify potential issues or opportunities.
  • Utilizing data and analytics to track customer health and proactively address concerns.
• Collecting customer feedback
  • Gathering and analyzing customer feedback to identify trends and areas for improvement.
  • Relaying customer insights to relevant departments to inform product development and service enhancements.
• Collaborate with the Sales Team
  • Drive new MRR from SMB segment by successfully assisting SMB trials, email inquiries and contacting unfinished leads
  • Contact leads generated by marketing from the SMB segment
  • Implement process enhancements
• Process improvement:
  • throughout the project/task execution processes, to identify and recommend changes to enhance the function's performance, increase productivity and inner customer satisfaction, in line with company goals (e.g. maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies).
• Self-leadership:
  • have a personal vision and work for it day by day in co-operation with the team leader
  • demonstrate to work independently.
  • stay up to date in the professional field and in the company's business-, functional- and people-oriented knowledge and events.
  • self-assessment and communication to the team leader of professional and human needs (behavior, emotions, thoughts) in order to achieve continuous high performance.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests on time; exploring opportunities to add value to job accomplishments.
• Report progresses and critical issues to the team lead and/or affected departments.
• Interact effectively with other company leaders, teams and stakeholders to collectively meet business goals and growth objectives.
• Communicate professional information into sound business language so people of all levels can understand.
• Protect organization's value by keeping information confidential.
• Prepare ad-hoc tasks upon his/her superior's, and only superior's request.
• Replace Team Leader in leadership meetings if needed

Desired qualifications and skills:

• 3+ years in a Sales, Customer Success, Relationship Management, Account Management, or similar role
• Experience working with business customers, SaaS experience is required
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Excellent language proficiency
• Results-driven mentality, with a bias for speed and action
• Comfort in a startup environment: we move quickly and wear many hats in a dynamic environment
• Proactive attitude
• Excellent communication and interpersonal skills
• Educated to degree level preferred but not essential

Tresorit:Smoky Wednesday, BBQ tools and grilling accessories, Tresorit:Workation opportunity, Tresorit:Learning and self-development support, Tresorit:Team building activities, Tresorit:Remote workplace, Tresorit:All you can move sport pass availability, supported running competitions, Tresorit:Competitive salary (with Cafeteria), Tresorit:Private health insurance, Tresorit:In-office snacks, fresh fruits, and beverages, Tresorit:5 free exclusive Tresorit subscription for your family&friends, Tresorit:Employee mobile subscription, Tresorit:Hybrid workplace, Tresorit:Flexible working hours, Tresorit:5 weeks fully paid parental leave, Tresorit:Mental wellbeing support

Tresorit:Home Assignment Task, Tresorit:2nd round interview including Home Assignment's presentation, Tresorit:HR Pre-screen call, Tresorit:General interview with HR and the hiring manager