Senior Customer Success Manager (m/f/d)

WHY SPRYKER?

The Customer Success team in the "Customer 4 Life" (C4L) department at Spryker offers a unique and supportive work environment that stands out in the industry. With a highly flexible working culture, C4L is led by humble, human-centric leaders who prioritize shared goals and collaboration over competition internally. This creates a team culture where everyone supports each other, fostering a sense of unity and purpose. Working in this international team not only gives you exposure to a diverse and interesting product but also provides an incredible learning experience that will enhance your skills. 

YOUR CHALLENGES & OPPORTUNITIES

• Proactively manage a portfolio of high-touch customers.
• Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues.
• Develop trusted advisor relationships with key stakeholders and executive sponsors.
• Work closely with stakeholders, including product managers, developers, and executives, to align customer success initiatives with overall business objectives.
• Understand customers' business goals, needs, and priorities.
• Develop and execute strategic plans for successfully implementing and adopting cloud solutions or PaaS applications.
• Identify potential risks and develop mitigation plans to ensure the successful delivery of projects.
• Develop customer-specific success plays (and plans) to ensure value realization, customer satisfaction, and retention.
• Effectively communicate product evolution to our customers.
• Advocate for customers’ needs and influence product roadmaps by providing insights into customer experiences and feedback to the product management team.
• Establish a continuous feedback loop with customers to gather insights on the usability and effectiveness of the implemented solutions, driving continuous improvement.
• Collaborate closely with technical and cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to streamline communication and enhance service delivery, ensuring customer requirements are met successfully.
• Translate customer requirements into clear, actionable tasks for technical teams (support, product, services, etc.), ensuring that customer goals are understood.
• Act as an escalation channel for inquiries outside the scope of the Support License Agreement (SLA) in a timely and productive manner.
• Utilize a good understanding of our product features and technical capabilities to propose solutions that address specific customer challenges, ensuring alignment with technical standards and practices.
• Identify new expansion opportunities and align with cross-functional colleagues to convert on up-sell, cross-sell services & training.
• Onboard new team members and coach junior team members.
• Drive new ideas and processes.
• Maintain a solid understanding of the latest industry trends, product updates, and technical enhancements to provide knowledgeable support and guidance to customers.
• This role requires mostly virtual communication with clients, but you’re up for some travel to customer sites every now and then (0-40% of the time).

OUR EXPECTATIONS & QUALIFICATIONS

• You have profound and hands-on experience in key CSM activities such as sales handover, onboarding, implementation, business reviews, renewals, and evangelism.
• You have a proven ability to collaborate and build strong relationships with customers' business stakeholders, especially at the project and executive levels.
• You possess exceptional oral and written communication skills, experience in project management  exemplary attention to detail and follow-through, and a strong aptitude for expectation management.
• You have a minimum of 3-4 years experience in the commerce space or working within the ecommerce ecosystem (e.g. payments) with a track record of developing customers.
• You have at least 5+ years of previous experience as a Customer Success Manager or Account Manager.
• You are comfortable discussing technical topics and can relay customer requirements to internal and external stakeholders.
• You must have experience with working with large complex “Enterprise” customers
• You have a proven ability to solve complex problems confidently and calmly.
• You are value-driven and passionate about ensuring customers reach their business goals by leveraging our Spryker platform.
• You demonstrate proven resilience, grittiness, and a solution-focused mindset to manage a demanding customer portfolio and de-escalate critical situations.
• You are familiar with agile program management methodologies, enabling flexibility and adaptability in project execution.
• You have a passion for digital and sophisticated, complex business models.
• Fluency in German at professional / native level
• Fluency in English at professional level as a minimum
• You strive for innovation and are curious and passionate about anything AI and automation-related.
• Experience in QA as a product owner, product manager, or solutions engineer is a plus

SOUNDS LIKE YOU?

Do you get excited about all of the above? Our hiring manager, Sophie, is looking forward to you joining the team! Apply now, and let's talk! #LI-Remote