Customer Success Manager - EU

Customer Success Manager - Europe
#LI-EJ1 #Remote

You will be responsible for managing a number of key customers. Your primary goal is to ensure that customers have a positive experience with the company’s products or services and that their needs are met. You will collaborate with cross-functional teams to drive customer success and contribute to the overall growth and retention of the customer base.

Responsibilities
Strategic Account Management:

• Develop and implement strategic account plans aligned with the client’s objectives and the company’s goals.
• Identify growth opportunities and collaborate with internal teams to develop strategies for account expansion.
• Anticipate and address potential issues that may impact the client relationship or business partnership.

Customer Relationship Management:

• Build and maintain strong relationships with key customers.
• Work closely with customers to understand their goals, challenges, and expectations.
• Proactively address customer concerns and issues.

Customer Success Strategy:

• Develop and implement customer success strategies to drive customer satisfaction and retention.
• Collaborate with other teams, such as Sales and Product, to ensure a unified approach to customer success.

Metrics and Reporting:

• Track the defined key performance indicators (KPIs) for the customer success team.
• Provide regular reports on team performance and customer satisfaction.

Customer Advocacy:

• Identify opportunities for customer advocacy, testimonials, and case studies.
• Encourage and facilitate customer referrals.

Continuous Improvement:

• Continuously assess and improve customer success processes and workflows.
• Stay informed about industry best practices and trends.
• Continuously learn and build expertise across the company, products, services and assigned customers.

Qualifications

• Bachelor’s degree in business, management or a related field.
• Proven experience as customer success, strategic/key accounts manager or similar.
• Proven experience within the translation/localisation/language technology industry
• Results-oriented with passion for customer success and experience achieving high levels of customer satisfaction.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Hands on experience with CRM software, CS platforms, and deep understanding of sales performance metrics.
• Ability to analyse data and make data-driven decisions.
• Ability to collaborate effectively with cross-functional teams.
• Flexibility and adaptability to thrive in a dynamic and fast-paced environment.

Benefits:

• Attractive commission scheme
• A dynamic, international working environment
• Training and personal development opportunities
• Working with experts in the field of language technology and localization
• Participation in international conferences and industry leading events
• Remote working