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Manager, Customer Success (Fluent in German) (1 Year Contract)
Posted 21 days agoViewed
💎 Seniority level: Manager, 5-8 years
🔍 Industry: Customer Success
🗣️ Languages: English, German
⏳ Experience: 5-8 years
Requirements:
- Fluency in English and German
- 5-8 years of experience in a customer success management, consulting, or project management role;
- A minimum of two years experience mentoring and/or leading teams, with a passion for developing others;
- Strategic and business-minded - you are a critical and creative thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement;
- You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;
- Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;
Responsibilities:
- Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.
- Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.
- Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.
- Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.
- Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.
- Partner with members of the assigned account team to support customer escalations and ensure timely resolution.
- Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.
- Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.
- Track and report on important business KPIs to monitor team performance and identify areas for improvement.
- Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.
- Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.
- Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.
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