Customer Success Manager

Skills

• 3+ years of experience in a customer relationship management role in a B2B SaaS based environment
• Previous experience working with enterprise level accounts delivering exceptional customer advocacy and advisory
• Ability to develop and deliver messages and presentations to technical and non-technical audiences 
• Strong verbal and written communication skills 
• Ability to properly set expectations with customers 
• Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs 
• Ability to multi-task and manage a high volume of customer projects 
• Meet deadlines for customer engagements and deliverables 
• Leverage applicable systems and processes to manage customer projects 
• Timely and consistent documentation of project history and key deliverables
• The ability to speak Danish or other languages is advantageous
• This position may require occasional travel

What You Will Be Doing:

• Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework 
• Consistently execute against the defined account processes within the defined program scope 
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions  
• Advise customers in the build and testing of their use case
• Deliver a superior onboarding experience to the customer by setting and meeting expectations
• Mitigate risks proactively to ensure timely execution 
• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting 
• Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
• Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
• Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
• Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption.