About the Team
The global Customer Success team is integral in creating long term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. Working closely with customers, Customer Success plans SaaS implementations, on-boardings, trainings, and ongoing support. This team also identifies opportunities and challenges from the way the customer engages with our solution and takes action to help resolve challenges and foster expansion of usage and value from the solution over time.
Overview
The AfterHours Customer Success Manager is an entry level position in the CS organization and will work with customers on general maintenance and support for new and on-going implementations. In this role, the CSM may be the direct line for exchange managers and contract signers to address inbound questions and issues while supporting sales and interacting with other internal groups. The CSM will work under the guidance of other CS professionals and will apply professional concepts, or company policies and procedures to execute work and resolve routine issues. This role prepares employees for Senior CSM.
Responsibilities
* Responsible for the coordination and completion of projects on Customer Success team.
* Customer onboarding / platform training
* Develop familiarity with a variety of the field's concepts, practices, and procedures.
* Work closely with their assigned sales teams.
* Define project scope, determine appropriate project features and functionality, liaise with key contacts throughout the active project engagement process.
* Manage customer relationships and expectations, liaise with sales as well as other internal teams.
* Performs other duties as assigned.
Qualifications
* Passionate about customer success.
* Solid presentation skills, communication skills, technical acumen, and problem solving skills.
* Experience providing customer service.
* Business level Fluency in English and native level German.
* Able to work evening hours with flexibility off-hours and ongoing mobile phone (email) monitoring (working hours 3.00 – 11.00 PM CET)
Education
* Bachelor’s degree preferred.
Travel - Minimal
Location – The majority of the role is remote, however occasional office presence in Frankfurt (Germany) e.g. for on-boarding purposes will be required.