Customer Success Account Manager

Job Title: Customer Success Account Manager – EMEA Region

Location: Berlin, Germany

Employment Type: Full-time

About the Role:

The Customer Success Account Manager is a key role within the Litmus Client facing teams and is responsible for developing strategic customer relationships that promote high retention and loyalty. Responsible for ROI-focused onboarding, effective product adoption, great customer engagement and value realization, the Customer Success Account Manager works every day as our customer’s advocate. They work with customers to maximize the use of Litmus Software solutions by offering a consultative approach and being their trusted advisor in all interactions.

The Customer Success Account Manager reports directly to the Vice President of Customer Success and will work together with other Customer Success Account Managers, Litmus Account Sales Executives, Professional Services and Client Support teams to ensure success. The candidate requires relationship building skills with their customer and within Litmus and must have an obsessive focus on customer satisfaction and representing the voice of the customer.

Responsibilities:

• Develop and maintain service delivery plans and account plans to identify and pursue expansion, project services, qualifying up-sell and cross-sell opportunities for assigned customers 

• Act as the first escalation point of contact for assigned customers regarding concerns and issues 

• Develop strong ongoing relationships with key customer stakeholders and representatives

• Identify customer expectations and facilitate change management to drive product adoption and renewals.

• Manage Salesforce opportunities regarding account expansion, services and renewals

• Perform Project management of small services projects

• Represent the interests and desires of the customers throughout Litmus and escalate issues to senior management as needed.

• Drive customer advocacy in the form of references, referrals, and case studies.

• Own data and analytics for all things related to assigned customers including segmentation, renewal forecasting, account health, adoption, NPS (CSAT) and other customer surveys.

• Adhere to and continually improve the process for customer onboarding, renewal playbooks, proactive customer touchpoints and cross-functional coordination.

• Evaluate, improve, implement, and maintain the systems and technology that the Customer Success team uses for Account Management 

• Ensure smooth presales to Customer Success Account Management by facilitating the handoff process from the Sales team 

• Manage customer relationships for assigned customers to drive expansion and up-sell opportunities and ensure adoption of Litmus Products

• Interface with the nominated Sales Account Executive as needed to continually expand the customer footprint 

• Manage customer implementation projects for assigned customers

• Oversee Litmus resources for assigned customer accounts and maintain Litmus workload estimates to ensure adequate resource allocation 

• Collaborate with the Technical Delivery and Sales teams to scope new deployment projects, perform effort estimates for pricing and create statement of work for new services 

Qualifications:

• Minimum 5 to 10 years experience managing customers in an ongoing engagement

• Background in Project Management is an asset 

• Excellent communication skills 

• Ability to decipher customer requirements and translate into revenue strategies

• Experience managing customer facing projects 

• Experience with Salesforce 

• Strong negotiation skills 

• Strong value based selling skills 

• Strong organizational skills 

• Able to manage implementation projects when needed 

• Self-starter and able to work independently as well as in a team environment

• Enjoys solving problems

• Enjoys staying abreast of new technology and continually learning new things

• Able to adapt to change in a fast-paced environment.

• Background in manufacturing software is an asset 

Must be fluent in English and speak either German or French

Reports To: Vice President of Customer Success