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For Companies At a Glance
- Tasks: Manage customer accounts, drive growth, and ensure user adoption.
- Company: Join Eptura, a diverse and inclusive company focused on customer success.
- Benefits: Enjoy 25 days of holiday, a contributory pension, and life insurance.
- Why this job: Be the key to customer satisfaction and success while collaborating with dynamic teams.
- Qualifications: Fluent in German, with experience in Customer Success and data management.
- Other info: Flexible workspace environment promoting diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Strategic Customer Success Manager (German Speaker)
London, UK Req #552
Thursday, December 5, 2024
Who are we:
We are seeking a fluent German-speaking Strategic Customer Success Manager to join our London-based team. The ideal candidate will own a book of business and user adoption and customer retention within these accounts. Your goals are to maximize growth and minimize gross churn.
You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid client relationships. You are comfortable having difficult conversations with internal and external key stakeholders and will act as the first escalation point for your customers. You will keep your manager informed of at-risk customers and suggest potential actions to get them back to health.
Responsibilities:
- Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
- Meet and exceed net retention and gross churn targets for assigned accounts. Quantify customer business value; help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.
- Manage customer stakeholders effectively and build long-lasting relationships to leverage during difficult times.
- Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e., own the overall success of the account.
- Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary) and log these into our CRM.
- Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
- Proactively identify risks within your accounts and work with internal and external stakeholders to mitigate said risks.
- Effectively assemble and leverage internal cross-functional teams to deliver back-health plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
- Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
- Assist the renewal and account management teams in all renewal activities as needed.
- Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
- Contribute as necessary to the success of CS operations projects that address gaps within the customer journey.
- Provide feedback and support to the enablement team in their new initiative as necessary.
- Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).
What will make you successful:
- Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects.
- You are a customer-centric individual, obsessed with providing an excellent customer experience.
- You have a strong understanding of Customer Success as an industry and practice, and have successfully managed a book of business as a CSM.
- You are comfortable with data management and identifying patterns.
- You welcome change in general, and new processes and tactics in particular.
- You enjoy continuous learning and seek to understand technology products from a user perspective.
- You follow industry trends and leverage these to further customer conversations.
- You have a good understanding and/or adoption of industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight, etc.).
- A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).
- Strong skills in Excel and ability to analyze and interpret data.
- Keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue.
- Results-driven with a strong background in Customer Success/Account Management and/or other customer experience functions.
- French speaking is a plus.
Benefits:
- 25 Days Holiday
- Contributory Pension
- Life Insurance (DIS)
Eptura Information:
- Follow us on Twitter | LinkedIn | Facebook | YouTube
- Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
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Strategic Customer Success Manager (German Speaker) employer: Abbeyfield
Contact Detail:
Abbeyfield Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager (German Speaker)
✨Tip Number 1
Familiarize yourself with the key metrics of Customer Success, such as Gross Retention and Net Retention. Understanding these concepts will help you demonstrate your expertise during interviews and show how you can contribute to minimizing churn and maximizing growth.
✨Tip Number 2
Research common tools used in Customer Success, like Salesforce and Gainsight. Being knowledgeable about these platforms will not only boost your confidence but also show potential employers that you're ready to hit the ground running.
✨Tip Number 3
Prepare examples of how you've successfully managed customer relationships in the past. Highlight specific instances where you turned around at-risk accounts or identified upselling opportunities, as this aligns perfectly with the responsibilities of the role.
✨Tip Number 4
Stay updated on industry trends and best practices in Customer Success. This knowledge will not only help you in conversations with interviewers but also position you as a proactive candidate who is genuinely interested in the field.
We think you need these skills to ace Strategic Customer Success Manager (German Speaker)
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Strategic Customer Success Manager position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in customer success or account management. Provide specific examples of how you've managed accounts, improved customer retention, and identified growth opportunities.
Showcase Your Language Skills: Since this role requires fluency in German, be sure to mention your language proficiency clearly. If applicable, include any relevant experiences where you used your German language skills in a professional setting.
Demonstrate Customer-Centric Mindset: Use your application to convey your passion for providing excellent customer experiences. Share anecdotes that illustrate your customer-centric approach and how you've successfully navigated challenging situations with clients.
How to prepare for a job interview at Abbeyfield
✨Understand Customer Success Metrics
Make sure you are well-versed in key customer success metrics like Gross Retention, Net Retention, and NPS. Be prepared to discuss how you've used these metrics in your previous roles to drive customer satisfaction and retention.
✨Showcase Your Data Management Skills
Since the role requires comfort with data management, come ready to share examples of how you've analyzed data to identify patterns and inform customer strategies. Highlight any experience with tools like Salesforce or ChurnZero.
✨Demonstrate Relationship-Building Abilities
Prepare to discuss specific instances where you've built strong relationships with clients, especially during challenging situations. Emphasize your ability to manage stakeholders effectively and maintain long-lasting partnerships.
✨Be Ready for Difficult Conversations
As the first escalation point for customers, you should be comfortable discussing tough topics. Think of examples where you've successfully navigated difficult conversations and turned potential issues into opportunities for growth.
