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Strategic Customer Success Manager (German Speaker)

Erstellungsdatum 02/07/2022
Großbritannien (UK), Newmarket
Sei einer der ersten Bewerber


Job Description

  • The Customer Success Manager partners and drives the most complex enterprise customers to drive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong partner relationships ensuring product adoption and stability reduce risk and work to create customer growth opportunities. This role serves as a primary point of contact representing the customer
  • What you will be doing

  • Drive retention, growth and ROI of the most strategic and complex customers by maintaining a deep understanding of their business objectives and goals and understanding how the company's products and solutions can help achieve them
  • Develop ROI models to be communicated throughout the customer life cycle
  • Understand the broad macro and micro-economic environment for each of your customers in order to pro-actively share knowledge that maximizes and improves the customer experience as well as quickly addresses customer questions or concerns
  • Effectively seek out and partner with resources and leadership across departments as needed to support customers’ needs
  • Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
  • Monitor, identify and manage trends in adoption, utilization and customer KPIs ensuring any resulting risk arising to customers are clearly understood and develop a risk mitigation plan
  • Drive positive customer experience by coordinating resources to address customer questions, concerns or issues to ensure the fastest resolution possible
  • Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
  • Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on abilities of team
  • Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships
  • Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends
  • Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy
  • What will make you successful

  • Bachelor's degree or equivalent experience
  • Significant experience in customer advocacy role
  • Significant experience managing or participating in projects
  • Significant experience selling or delivery of IT Products/Services
  • Microsoft Windows and Office proficient
  • Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
  • Excellent organizational, multi-tasking, and time management skills
  • Excellent collaboration skills, applied successfully within team as well as well other areas
  • Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
  • Self-motivated with the ability to manage projects to completion independently
  • Able to thrive in a fast paced, deadline driven environment
  • Demonstrated ability to influence, motivate and mobilize team members and business partners
  • Excellent ability to establish rapport and gain the trust of others; effective at gaining consensus
  • Excellent ability to handle sensitive information with discretion and tact
  • Excellent ability to use original thinking to translate goals into the implementation of new ideas and design solutions
  • Ability to coach, mentor and provide feedback to team members in a timely manner
  • Excellent knowledge of Microsoft Operating systems and products
  • Excellent business and technology acumen
  • Excellent company software technology knowledge
  • Up to 25% travel time required
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