![Hawk AI GmbH](https://media.trabajo.org/img/noimg.jpg)
Senior Customer Success Manager
Vor 5 Tagen
- Customer Advocacy :
- Act as a customer advocate to maximize value for Hawk by minimizing time-to-revenue in close cooperation with Solution Consulting and Product teams.
- Achieve or exceed customer revenue targets, including existing ARR, upsells, and custom development requests.
- Develop deep relationships with customers to understand their business needs and ensure they derive maximum value from Hawk’s solutions.
- Reseller Enablement :
- Enable and empower Hawk resellers to represent the company effectively to potential customers by providing them with the necessary training and resources.
- Conduct regular training sessions and workshops for resellers to keep them updated on new features, best practices, and success stories.
- Customer Satisfaction and Retention :
- Consistently achieve or exceed NPS targets for EU clients by ensuring a high level of customer satisfaction.
- Maximize customer retention and identify / mitigate churn by conducting regular check-ins, satisfaction surveys, and QBRs (Quarterly Business Reviews).
- Address customer concerns promptly and efficiently, ensuring a positive customer experience and fostering long-term loyalty.
- Consultative Engagement :
- Conduct consultative meetings with senior executives to continually demonstrate the business value of our innovative solutions.
- Promote success stories and advancements, highlighting how Hawk’s solutions have positively impacted other clients.
- Provide strategic insights and recommendations to help customers optimize their use of Hawk’s platform.
- Product Usage and Metrics Monitoring :
- Closely monitor product usage statistics to ensure maximum product satisfaction and maintain healthy client health score metrics.
- Analyze usage data to identify trends, usage patterns, and areas for improvement, and provide actionable insights to both the customer and internal teams.
- Proactively address any potential issues or roadblocks that could impact customer satisfaction or product adoption.
- Training and Education :
- Assist in creating and updating training courses and educational materials to ensure customers and resellers are well-equipped to use Hawk’s platform effectively.
- Develop and deliver onboarding programs for new customers and continuous education initiatives for existing customers.
- Gather and incorporate customer feedback into training materials to continually improve the customer learning experience.
- Feedback and Improvement :
- Review customer complaints and concerns to identify areas for improvement and work with relevant teams to implement necessary changes.
- Provide feedback to the Product and Engineering teams to influence the product roadmap based on customer needs and market trends.
- Participate in regular internal meetings to share customer insights and collaborate on strategies to enhance the overall customer experience.
- 5+ years of experience in customer-facing roles within B2B Enterprise Software.
- Proven experience managing accounts exceeding $1M ARR.
- Consistent track record of meeting targets and expert customer management.
- Proficiency in B2B Enterprise Software, SaaS, and Digital Payments ecosystems; experience in banking or payment, particularly in AML or fraud, is a strong plus.
- Passion for forecast accuracy and dedicated follow-up skills.
- Ability to build lasting relationships with C-suite executives, senior management, and product teams.
- Exceptional communication, presentation, organization, and time management skills.
- Ability to prioritize, multitask, and perform effectively in a dynamic work environment.
- Multilingual capabilities (specifically German) in addition to English are a strong plus.
- Accelerate your career growth by joining a well-funded startup that was named one of the World’s top 100 AI Fintechs as well as Top EU-startups to watch
- You will be at the center of a fast-growing high-tech startup using the latest in Cloud technology, AI (Artificial Intelligence) and machine learning
- You will be part of an incredibly diverse and international team consisting of 25+ nationalities across offices in Europe, the USA and beyond
- You will have a high degree of collaboration, ownership, and autonomy. Your work matters
- Your work will not only drive innovation but also positively impact our society on a global level : We are fighting financial crime and aim to prevent $1.
- For tech-enthusiasts : our modern tech stack includes Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React and others
- HAWK provides competitive remuneration and benefits
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