Customer Success Manager
vor 1 Woche
YOUR CHALLENGES
& OPPORTUNITIES Proactively manage a portfolio of high-touch customers. Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues. Develop trusted advisor relationships with key stakeholders and executive sponsors. Work closely with stakeholders, including product managers, developers, and executives, to align customer success initiatives with overall business objectives. Understand customers' business goals, needs, and priorities. Develop and execute strategic plans for successfully implementing and adopting cloud solutions or PaaS applications. Identify potential risks and develop mitigation plans to ensure the successful delivery of projects. Develop customer-specific success plays (and plans) to ensure value realization, customer satisfaction, and retention. Effectively communicate product evolution to our customers. Advocate for customers’ needs and influence product roadmaps by providing insights into customer experiences and feedback to the product management team. Establish a continuous feedback loop with customers to gather insights on the usability and effectiveness of the implemented solutions, driving continuous improvement. Collaborate closely with technical and cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to streamline communication and enhance service delivery, ensuring customer requirements are met successfully. Translate customer requirements into clear, actionable tasks for technical teams (support, product, services, etc.), ensuring that customer goals are understood. Act as an escalation channel for inquiries outside the scope of the Support License Agreement (SLA) in a timely and productive manner. Act as the primary point of contact for all customer technical queries, effectively translating technical details and requirements between customers and internal teams in areas such as product development, support, and expert services. Utilize a good understanding of our product features and technical capabilities to propose solutions that address specific customer challenges, ensuring alignment with technical standards and practices. Identify new expansion opportunities and align with cross-functional colleagues to convert on up-sell, cross-sell services & training. Onboard new team members and coach junior team members. Drive new ideas and processes.
OUR EXPECTATIONS
You have profound and hands-on experience in key CSM activities such as sales handover, onboarding, implementation, business reviews, renewals, and evangelism. You have a proven ability to collaborate and build strong relationships with customers' business stakeholders, especially at the project and executive levels. You possess exceptional oral and written communication skills, meticulous attention to detail, and proactive expectation management. You have a minimum of 3-4 years experience in the commerce space with a track record of developing customers. You have 5+ years of previous experience as a Customer Success Manager or Account Manager. You are eager to understand Spryker's product, services, and implementation process. You are comfortable discussing technical topics and can relay customer requirements to internal and external stakeholders. You are value-driven and passionate about ensuring customers reach their business goals by leveraging our Spryker platform. You demonstrate proven resilience, grittiness, and a solution-focused mindset to manage a demanding customer portfolio and de-escalate critical situations. You are familiar with agile program management methodologies, enabling flexibility and adaptability in project execution. You are passionate about digital innovations and complex business models. You are fluent in both English and German, language as it's essential to succeed in this role. Experience in QA as a product owner, product manager, or solutions engineer is a big plus. If you have an Enterprise, B2B background, and/or a background in marketplaces, it is a plus.-
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