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Customer Success Manager

vor 2 Monaten

Munich, Bayern, Deutschland ThunderSoft Europe Vollzeit
Job OverviewThe Customer Success Manager in the EU region at ThunderSoft Europe is responsible for driving customer satisfaction and retention within our diverse portfolio, with a primary focus on the Human Resources Outsourcing (HRO) business line. This role involves working closely with EU customers to ensure they achieve their desired HR outcomes while utilizing ThunderSoft's HRO products and services. The CSM will serve as the main point of contact for HRO clients, ensuring they receive exceptional support and guidance in managing their HR processes effectively.Key ResponsibilitiesCustomer Success and Account Management
  • Account Management:
    • Coordinate and manage client HR requirements, effectively advancing and meeting client expectations in the HRO domain.
    • Possess the ability to independently manage small to medium-sized HRO client projects or specific business line project management and delivery for major HRO clients.
  • Relationship Building:
    • Develop and maintain strong relationships with key HR stakeholders within customer organizations.
    • Act as the primary point of contact for EU HRO customers, addressing their HR-related needs and concerns promptly.
  • Customer Retention:
    • Monitor HR customer satisfaction and engagement levels to identify at-risk accounts and implement retention strategies tailored to the HRO business.
  • Feedback and Advocacy:
    • Gather feedback from HRO customers and relay insights to internal teams for service improvement and innovation.
    • Act as an advocate for HRO customers within ThunderSoft Europe to ensure their HR-related needs are prioritized.
License, Transportation, and Customs Management
  • Regulatory Compliance:
    • Ensure all activities related to vehicle license plates, transportation, and customs comply with local EU regulations, with a particular focus on how these regulations impact HR services.
  • Coordination:
    • Coordinate with local authorities and third-party service providers to manage the issuance, renewal, and documentation of vehicle license plates, ensuring alignment with HR operational needs.
  • Customer Support:
    • Provide support to HRO customers regarding transportation-related inquiries, customs documentation, and other HR-related logistics.
  • Process Improvement:
    • Identify and implement process improvements for managing HR-related logistics, ensuring efficiency and compliance with regulatory standards.
Cross-functional Collaboration
  • Internal Liaison:
    • Collaborate with Sales, Product Development, and Technical Support teams to ensure seamless service delivery and customer satisfaction in the HRO business line.
  • Project Management:
    • Manage HRO customer projects and initiatives, ensuring timely and successful delivery according to customer requirements and HR objectives.
  • Training and Education:
    • Provide resources and training to HRO customers to enhance their understanding and usage of ThunderSoft's HR solutions.
Performance MetricsThe Customer Success Manager will be evaluated based on the following key performance indicators (KPIs):
  • Customer Satisfaction (CSAT): Achieve high customer satisfaction scores within the HRO domain.
  • Customer Retention: Maintain or improve customer retention rates in the HRO business line.
  • Customer Engagement: Monitor and enhance customer engagement levels with HRO services.
  • Issue Resolution Time: Resolve HR-related customer inquiries and issues within 24 hours on average.
  • Feedback Implementation: Implement at least 80% of actionable HRO customer feedback.
QualificationsEducation and Experience
  • Bachelor's degree in Business, Engineering, Human Resources, or a related field. Master's degree preferred.
  • 3-5+ years of experience in customer success, account management, or a related field with a focus on Human Resources Outsourcing (HRO).
  • Experience in the automotive industry or with vehicle license plates, transportation management, and customs is a plus, particularly as it relates to HR operations.
  • Experience with smart devices or related industries is desirable, but experience in HRO is essential.
  • Knowledge of Mandarin is a plus.
Skills and Competencies
  • Customer Focus: Strong commitment to customer success and satisfaction in the HRO sector.
  • Communication: Excellent verbal and written communication skills in English. Proficiency in other European languages is a plus.
  • Problem-Solving: Strong analytical and problem-solving abilities, particularly in HR contexts.
  • Project Management: Demonstrated ability to manage multiple HR projects and deliver results on time.
  • Technical Proficiency: Understanding of HR-related technologies and how they integrate with Smart Terminal, Smart Vehicle, and Smart Devices.
  • Interpersonal Skills: Ability to build and maintain strong relationships with HR customers and internal teams.
Working Conditions
  • The role may require occasional travel within the EU to meet with HRO customers and attend industry events.
  • Annual salary review based on performance and company policies.