Senior Customer Success Manager
A
AlgoliaB2B SaaS
Source API remote eligibility restrictions: GermanyFull-TimeSenior
Salary€80.000—€111.000 EUR (On-Target Earnings Pay Range)
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Job Details
- Languages
- English, French, German
- Experience
- 2 - 3 years
- Required Skills
- Project ManagementPresentation skillsCustomer SuccessSaaSAccount ManagementRelationship managementTechnical support
Requirements
- Fluency in English, French and German.
- 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management.
- Experience preferably in a SaaS business.
- Experience working with a portfolio of accounts, supporting a highly technical product.
- Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organisation.
- Ability to set priorities, drive decisions and get closure on recommendations and issues.
- Ability to influence others towards continuous improvement, both internally and externally.
- Experience successfully managing customer engagements to completion and customer satisfaction.
- Excellent presentation, written and verbal communication skills.
- Proven time management skills with the ability to prioritise tasks.
Responsibilities
- Drive and nurture post go-live customers by increasing adoption and value realisation leading to their success, retention and ultimately growth.
- Lead the enablement of our users by conducting product trainings.
- Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation.
- Provide regular, proactive recommendations to optimise the use of our platform.
- Maximise the adoption of our product features in order to maximise the value driven by our product.
- Document and clearly articulate the Return on Investment driven by our solution.
- Identify accounts that are likely at risk of churn and work proactively with AEs and Renewal Account Executives to eliminate that risk.
- Identify opportunities to expand our partnership with customers.
- Analyse accounts that have been lost, identify reasons for churning.
- Ensure all account issues are quickly resolved, utilising resources from cross-functional teams internally.
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