<p>Our client, a leading SaaS company for M&A activity in financial institutions, is seeking a Customer Success Manager to support their clients in the DACH region.</p><p><br></p><p><strong>This role suits candidates who are bilingual German / English and have some previous Customer Success / Customer Service experience in SaaS / AI technologies.</strong></p><p><br></p><p>You will support clients at investment banks, law firms, large Corporates and Private Equity Funds.</p><p><br></p><p><strong>Responsibilities:</strong></p><p><br></p><p>Your overarching responsibilities are <strong>retention of the existing customers</strong>, increasing revenue through <strong>upselling </strong>additional features, and enabling <strong>repeat business</strong>.</p><p><br></p><p>To achieve that you will need to:</p><ul><li>Oversee all aspects of delivery from inception (either pre-sale or kick-off call) through to closure including full support and consultancy of projects. This ranges from pre-sale client meetings and demos (both online and F2F), client kick-off calls all the way to successful project completion.</li><li>Proactively manage both clients and projects, by taking the brief for new projects and managing email and telephone requests from clients.</li><li>Work directly with clients to ensure they successfully utilise all functionalities available including the unique set of AI tools. This can include client workshops and / or running pilot programs to increase adoption levels and improve client outcomes.</li><li>Ensure all customer complaints are handled promptly, and all relevant stakeholders are informed accordingly, and the matter brought to satisfactory resolution.</li></ul><p><br></p><p><strong>EXPERIENCE & COMPETENCIES REQUIRED</strong></p><ul><li><u>Experience in Customer Services / Success role in a SaaS environment </u></li><li><u>Bilingual German / English </u></li></ul><p><br></p><ul><li>Excellent presentation (customer facing) skills</li><li>Passion for service / customer success and delivering a great client experience</li><li>Positive, can-do attitude who is committed to ensuring the client will receive an excellent level of service</li><li>Outstanding communicator and highly motivated to succeed</li><li>Team player who can delegate, escalate and hand over work as necessary</li><li>Strong troubleshooting & technical skills</li><li>Strong software and IT competencies</li></ul><p><br></p><p><strong>DEPARTMENT & REPORTING LINE </strong></p><ul><li>Directly reporting to the Group Customer Service Manager in London.</li><li>Indirectly reporting to the Frankfurt Regional Sales Director.</li></ul><p><br></p><p><strong>LOCATION </strong></p><ul><li>Frankfurt Office, Germany, with hybrid working pattern.</li></ul><p><br></p><p>Salary: 40-50K€ basic + bonus</p><p><br></p><p>Please send your CV to m.collins@eurolondon.com</p><p><br></p><p>Please note that only shortlisted candidates will be contacted.</p><p><br></p>