Customer Success Manager

vor 2 Wochen

Munich, Deutschland ThunderSoft Europe Vollzeit
Job overview
The Customer Success Manager (CSM) in the EU region plays a critical role in ensuring the success, satisfaction, and growth of ThunderSoft’s client portfolio, particularly in the IT outsourcing space. This role requires expertise in managing client relationships, delivering high-value solutions, and leveraging sales skills to expand ThunderSoft's business. The CSM will facilitate outsourcing of engineering talent to client projects across various industries, while driving customer retention and new business development.
Key ResponsibilitiesAccount Management & Customer Success
  • Client Relationship Management:
    • Serve as the primary contact for clients, addressing their needs, ensuring successful project outcomes, and building strong, long-term relationships.
    • Ensure that the engineering teams provided for outsourced projects meet and exceed customer expectations.
  • Customer Retention:
    • Identify at-risk clients and develop strategies to retain them, maintaining high levels of customer satisfaction.
    • Monitor client engagement and regularly assess satisfaction to provide proactive solutions.
IT Outsourcing & Project Facilitation
  • Talent Placement:
    • Oversee the successful outsourcing of engineers to clients for various IT projects.
    • Ensure smooth onboarding of outsourced teams and maintain communication between internal teams and clients to facilitate effective collaboration.
  • Project Oversight
    • Manage and oversee outsourced projects to ensure successful delivery according to client needs and timelines.
    • Provide continuous support to clients to resolve operational issues during project lifecycles.
Sales and Business Development
  • New Business Acquisition:
    • Actively engage in sales efforts to acquire new clients for ThunderSoft's IT outsourcing services.
    • Prepare and deliver proposals, negotiate contracts, and close deals to expand ThunderSoft’s client base.
  • Cross-Selling and Upselling:
    • Identify opportunities for offering additional ThunderSoft services to existing clients, helping them meet broader business goals.
Collaboration and Feedback
  • Cross-functional Collaboration:
    • Work closely with internal teams including Sales, Product, and Technical Support to ensure high-quality service delivery.
  • Customer Advocacy:
    • Gather and communicate client feedback to internal teams for continuous improvement of service offerings and processes.
Key performance Indicators (KPIs)
  • Customer Retention and Growth: Increase in client retention rates and expansion of business with existing clients.
  • Customer Satisfaction (CSAT): Achieve high customer satisfaction scores.
  • Customer Engagement: Monitor and enhance customer engagement levels.
  • Project Delivery Success: Timely and successful delivery of outsourced projects, meeting customer objectives.
  • Issue Resolution Time: Resolve customer inquiries and issues within 24 hours on average.
  • Feedback Implementation: Implement at least 80% of actionable customer feedback.

Qualifications
  • Education:
    • Bachelor's degree in Business, Engineering, IT, or a related field. Master’s degree is preferred.
  • Experience:
    • 3-5+ years of experience in IT outsourcing, sales, or customer success, with a focus on managing client projects and delivering outsourced engineering services.
    • Demonstrated sales experience, with a proven track record of winning new clients and expanding existing business.
    • Strong understanding of IT services, engineering talent placement, and project management.
    • Experience in smart devices or related industries is an advantage
  • Skills:
    • Sales and Business Development: Demonstrated ability to identify opportunities, close deals, and grow business relationships.
    • Customer Management: Strong skills in building and maintaining client relationships, managing expectations, and delivering customer success.
    • Project Management: Ability to manage and oversee multiple outsourced projects simultaneously.
    • Problem Solving: Strong problem-solving skills to resolve client issues quickly and effectively.
Working conditions:
  • This role may require occasional travel within the EU region to meet with clients and attend business meetings.

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