Customer Success Manager

Job description

About the role:

With this role you have the opportunity to work remotely from Poland when not on a customer site. We will require successful candidates to spend 75% of their time onsite in the EU with customers.

Responsibilities:

• ­Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging our solution to achieve maximum business value.
• ­Develop and maintain success plans for customers that outline the critical success factors, metrics for success, potential issues, and action plans.
• ­Maintain documentation of Customer’s environments to assist support engineers and service teams in better serving Customer’s needs
• ­Manage and drive issue escalation through the Operations Support and Engineering organisations
• ­Provide timely account or issue executive summary status reporting both to customers and management.
• ­Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• ­Prepare and educate customers on new features and releases.
• ­Keep customers informed of process and procedural changes.
• ­Personalise best practices to customers including: reference architectures, change management, and operational support.
• ­Monitor adoption and utilisation trends, work closely with customer and teams to address adoption blockers.
• ­Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• ­Identify new product, training, and service opportunities and facilitate transitions following initial or follow-on deployments.

Requirements

• ­Five or more years of experience in a B2B Customer Success Management, Technical Account Management or Sales Engineering role, building strong relationships with Fortune 500 companies.
• ­Proven ability to work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
• ­Ability to translate business goals and issues into actionable plans and solutions.
• ­­Ability to manage customer escalations (internally and externally) and negotiate resolution.
• ­Excellent problem solving skills, including issue tracking, triaging and crisis management.
• ­Exceptional English verbal and written communication skills, including the ability to lead and facilitate meetings.
• ­Solid understanding of cloud architecture and technologies.
• ­Hands­-on technical experience with Cloud technologies.
• ­Broad in multiple disciplines is a plus: business/operations reviews, process improvement, technical support and data centre operations, software development and deployment, business consulting.
• ­Bachelor degree required, at a minimum. Business or technical degree preferred.
• Fluent German and English language skills

We offer

• Competitive salary
• Healthcare (Applies to permanent roles only)
• Excellent opportunities to experiment with new technologies
• Learning and development opportunities
• Staff technical talks
• Regular staff competitions
• Ammeon is an equal opportunities employer. Ammeon reserves the right to request an employee to be flexible in his or her duties when the business needs require it.