Customer Success Manager

The Skill Set:

• Professional working level efficiency communicating in German as a minimum
• Worked in SaaS company
• Adept at creating and executing a success plan, with a particular focus on identifying business outcomes and demonstrating business value for the customer
• Demonstrable experience working with mid-tier customers
• Ability to work with customers across multiple industries 
• A demonstrable history of working with senior stakeholders across your customer’s organisation
• Have the ability to identify, deliver and demonstrate a solution’s value to customers
• Ability to create and deliver a high-touch communication plans
• Technical aptitude and understanding of a deployed solution
• You are a self-starter and committed to personal development
• History of passion and enthusiasm for Customer Success

Within 60 Days, You’ll:

• Work with cross-functional teams to learn the Sitetracker product and capabilities
• Undertake internal certification to accelerate your product knowledge and onboarding
• Learn and adopt Sitetracker’s playbooks
• Work closely with Customer Success colleagues, and other teams, to establish yourself internally
• Meet and familiarise yourself with customers within your book of business
• Establish yourself and become the main point of contact with your customers

Within 180 Days, You’ll:

• Establish cadence and regular interaction with your customer base
• Be a trusted advisor and advocate for your customers
• Partner with your customer’s leadership to develop a blueprint for success
• Understand the customer’s business goals and objectives
• Identify and measure potential new KPIs for your customers
• Create an action plan to deliver against goals, KPIs, and functionality
• Align your customer goals with Sitetracker functionality and roadmap
• Identify additional revenue-generating opportunities
• Masterfully articulate the Sitetracker value proposition
• Ensure you have referenceable customers to support a wider global sales effort
• Contribute to opportunities for process improvement and continue to develop your own Sitetracker product knowledge

Within 365 Days, You’ll:

• Continuously act as a trusted advisor to the customer, and develop high-level relationships with stakeholders and project sponsors
• Continue to develop strategic account plans for your customers to support product expansion and ensure customer retention
• Engage with Sitetracker Product & Engineering to support and communicate customer requests around product roadmaps, customisations, or enhanced product functionality
• Establish yourself as an integral part of the EMEA Customer Success team.
• Lead by example and welcome new CSMs as they join the team