To expand our team, we are seeking a proactive and dedicated Customer Success Manager (d/f/m) to join us. In this role, you will report to the Lead Key Account Manager Regions South & West and support our Key Account Managers while directly engaging with our valued clients to ensure their satisfaction and success.
What you'll do:
* Collaborate closely with our largest car dealerships to support the Key Account Management team.
* Manage contracts and develop trusted advisor relationships with key customer stakeholders.
* Understand customer needs and align them with the appropriate resources in our company for maximum customer success.
* Coordinate with the sales team to ensure seamless transitions from sales to onboarding.
* Create performance reports for advertising acceleration.
* Conduct weekly, monthly, and quarterly analyses for client support in ad quality.
* Perform special tasks as assigned by the Key Account Manager (KAM).
* Work with the technical team to resolve any issues impacting customer experience.
* Advocate for customer needs and feedback to the product development and management team.
* Develop and implement strategies to help customers adopt and maximize use of our platform.
* Monitor customer engagement and identify opportunities for growth and adoption.
* Develop a customer success roadmap for clients that outlines their journey from onboarding to loyalty.
Who you are:
* You have a solid understanding of customer journeys and can create strategies that enhance customer experience, drive growth, and boost customer satisfaction.
* Minimum of 1 year of relevant experience as a Customer Success Manager or in a similar customer-facing role.
* Experience managing all stages of the customer journey: Awareness, Sales, Onboarding, Adoption, and Loyalty.
* Strong problem-solving skills and the ability to manage complex situations.
* Ability to create and interpret data and develop reports.
* Experience with CRM software and other professional tools.
* Business fluent in German (minimum C1) and English.