The Customer Success Manager will be the primary contact for a territory of accounts to drive the deployment, adoption and retention of their Collaboration services. They will project manage deployment through its various phases: Implementation, Awareness, Knowledge, and Adoption.
The Customer Success Representative will also work very closely with Sales and other teams to define additional ways to grow usage and expand the revenue within your module of clients. They will work on complex customer projects where independent analysis of data and issues is required to achieve the expected results; the key objectives are to ensure overall customer satisfaction and retention, while increasing the usage and revenue within a defined large account customer account module.
Overall Responsibilities: • Manage the deployment of the company's Collaboration (Cloud) products and services involving departmental or cross-functional teams focused on the delivery of new or existing products • Plan, direct and schedule activities on behalf of the client. Monitor the project from initiation through delivery • Organise the interdepartmental activities ensuring completion of the implementation on / or above schedule and maintain on-going growth and customer base development opportunities • Meet and / or exceed quarterly objectives: Retain existing customers within a defined account base while increasing usage levels. This is achieved through continued education, entrenchment and penetration of various contact levels within a customer organisation • Orchestrate the various phases of the WebEx deployment and implementation within a designated territory of accounts through effective Project Management • Organise interdepartmental activities ensuring completion of deployments on or above schedule, and with maximum value to WebEx and its clients • Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions • Maintain consistent and effective pro-active communication with the assigned account base • Ensure prompt customer issue resolution with the appropriate WebEx organisations, striving for maximum customer satisfaction • Exhibit leadership by providing suggestions for improving processes and the approach in managing customers
Over het bedrijf
Desired Qualifications & Experience: • 4-year college degree or equivalent • 1-2 years experience in a customer facing position or Recent graduate. Proven ability to deliver a high degree of customer satisfaction through the effective implementation of services, as well as successful in scoping additional opportunities through effective base penetration and client growth • Some project management skills is desirable but not necessary • Prioritising and driving multiple, complex objectives on both a single client and strategic client base as a whole • Effectively manage both change and communications management during the lifecycle of a client relationship from implementation to ongoing delivery • Proven ability to effectively present and communicate to all levels of an organisation, especially senior management levels • Exceptional organisational, written and verbal communication skills • Technical Aptitude: ability to understand and translate technical requirements from customer and internal technical teams. Experience with audio and/or video and Cloud would be an asset. • Ability to work in a team environment, and assist other team members to achieve team- oriented objectives • Self-starter: must possess the ability to manage day-to-day work with minimal supervision • Well organised and articulate; must be able to prioritise and execute effectively in a fast-paced (and sometimes stressful) environment • Native German speaker, fluency in English required. Additional languages are a plus.
Wil je meer informatie of heb je vragen over deze vacature neem dan contact op met Femke Frowijn via firstname.lastname@example.org of bel 06-46928796.