Customer Success Manager with German

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

Responsibilities:
General:

• Collects in depth information about the customer, so that the experience is personalized
• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business
• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope
• Ensure smooth and clear handoff to / from internal teams
• For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

Customer Onboarding:

• Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers' needs and project scope
• Uses the 3 Phase Methodology for onboarding:
  • Phase 1 – Conducts pre – onboarding for key customers
  • Phase 2 – Kick – off Onboarding: Sets up, facilitates and conducts kick – off meetings for customers
  • Phase 3 – Continuous Follow – up: Within a moderate scope, follows up with key customers
• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope
• Able to communicate with customers what other teams do and how customers should utilize them
• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

Adoption and Customer Success Management:

• Develop, maintain and track progress of a Customer Success Plan within a moderate scope
• Collect customer feedback, providing it to relevant teams to improve the customer experience
• Proactively review product utilization and propose potential solutions for key customers
• Proactively identifies feedback trends across customers and drives process improvements for key accounts

Issue and Escalation Management:

• Assess issue / escalation to validate, prioritize and progress accordingly
• Manage, document and raise visibility of critical escalations as appropriate
• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies / rules / restrictions and when resolving issues and communicating externally with support from management
• Participate in and / or collects issue post mortem / root cause analysis, to communicate resolution and any improvement plans when required

Account Management & Retention:

• Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
• Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
• Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
• Supports resolution of follow – up actions from CBRs and project manages follow – up actions from OBRs

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

Responsibilities:
General:

• Collects in depth information about the customer, so that the experience is personalized
• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business
• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope
• Ensure smooth and clear handoff to / from internal teams
• For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

Customer Onboarding:

• Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers' needs and project scope
• Uses the 3 Phase Methodology for onboarding:
  • Phase 1 – Conducts pre – onboarding for key customers
  • Phase 2 – Kick – off Onboarding: Sets up, facilitates and conducts kick – off meetings for customers
  • Phase 3 – Continuous Follow – up: Within a moderate scope, follows up with key customers
• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope
• Able to communicate with customers what other teams do and how customers should utilize them
• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

Adoption and Customer Success Management:

• Develop, maintain and track progress of a Customer Success Plan within a moderate scope
• Collect customer feedback, providing it to relevant teams to improve the customer experience
• Proactively review product utilization and propose potential solutions for key customers
• Proactively identifies feedback trends across customers and drives process improvements for key accounts

Issue and Escalation Management:

• Assess issue / escalation to validate, prioritize and progress accordingly
• Manage, document and raise visibility of critical escalations as appropriate
• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies / rules / restrictions and when resolving issues and communicating externally with support from management
• Participate in and / or collects issue post mortem / root cause analysis, to communicate resolution and any improvement plans when required

Account Management & Retention:

• Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
• Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
• Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
• Supports resolution of follow – up actions from CBRs and project manages follow – up actions from OBRs

• Ideally 3 – 4 years of experience in a similar position (customer contact, support, onboarding)
• Strong soft skills (communicative, motivated, proactive, organized, empathetic, stress – resistant)
• Ability to conduct presentations and training sessions for clients
• Ability to adapt to changing market conditions and customer needs
• Preferred higher education in fields related to business, marketing, management, or related areas
• German – C1, English – C1
• Proficiency in Excel, PowerPoint, Outlook

• Workplace: Warsaw (2 days of work from the office per week)
• MultiSport Plus
• Group insurance
• Medicover Premium
• e-learning platform