Head of Csm
4 mesi fa
Is the customer also at your center
As the Head of CSM, you\'ll be leading a team of customer success managers across Europe 15 and fast growing, implementing and shaping best practices across the team. The Customer Success Manager team is a strategic and supportive partner for our customers and sales at every stage of the customer process. They're focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, ensuring the renewals and working with the sales team with upsells and cross sell. This is a role that will require frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities. You will be expected to drive results that tie back to strategic business goals for your team\'s goals, our customers base goals as well as PriceHubble. Responsibilities Lead a successful and motivated Customer Success Team:
Manage the customer success team, creating a strong team culture, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner Drive Customer Success Outcomes:
Optimize, manage and oversee relevant execution processes, making the customer experience as smooth as possible, and at times optimizing for customer happiness Inspire Customer Success Across Company:
Work closely with the sales management team and other stakeholder in order to support growth Manage Customer Success Activities:
Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication Enhance effectiveness and efficiency through technology:
Ensure asmooth success platform and resources|playbooks are continuously improved Define and optimize customer lifecycle and measure effectiveness of customer success:
Define and continuously refine customer success best practices and processes Help boosting product improvements by delivering concerted customer feedback|needs per country and priority issues for the roadmap Requirements Experience in an international B2B environment, SaaS, preferably in a startup environment 5 years experience in leading customer-facing B2B organizations Top notch knowledge regarding SaaS CSM best practices Experience in supervising the implementation of such best practices, relying on the best in class tools and technologies Ability to manage influence through persuasion, negotiation, and consensus building Ideally combined background of post-sale and sales experience Strong empathy for customers AND passion for revenue and growth Deep understanding of value drivers in recurring revenue business models Analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement Enthusiastic and creative leader with the ability to inspire others Exent communication and presentation skills Fluent in English, French and or German a big plus Team player with a can-do attitude Exent organizational skills Benefits Join an ambitious and hungry team and enjoy the following benefits:
ð Competitive salary because we always want to attract the best talents. ð Learning & Development program - We want you to feel happy, confident about improving your skills, experience level as well as your personal development success. ð Very well-located offices with a great remote work policy and the possibility to work from different places. ð Flexible working hours and work life balance Job Summary ID:
325EC8A325 Department:
Sales
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