Customer Success Manager

• Engagement with identified customers, to understand their challenges and opportunities.
• Build trust and subject matter expertise throughout the Customer’s journey
• Establish and maintain relationships throughout the broader Körber organization.
• A need to understand where to go, and when, for various customer challenges
• Track Key Performance Indicators to understand and adapt strategies to ensure Customer satisfaction and escalation deferral
• Be the primary point of contact for the customer leadership, including for escalations to ensure their concerns are addressed quickly and efficiently, without needing the customer to directly engage other areas of Körber
• Provide support for Körber Executives in internal and external engagements
• Engage with and understand the role of partners in the delivery of Infios services
• Provide remote and on-site presentations in support of executives and Customers on all engagement levels
• Ensure proactive approaches, including environmental with scalability, to deflect business-impacting support issues
• Partner with Product Development and Engineering, Operations, Sales, Customer Support and Product Management to identify, address, and mitigate production risks
• Formalize Success Plans across each key customer
• Availability for escalation assistance for the 24/7 coverage team as part of on-call rotation
• Ensure key talking points for the team and the broader organization are defined and consistent across the organization and customer base

Customer Success Manager

Customer Success Manager

Associate Customer Success Manager

Customer Success Manager

Customer Success Manager

Customer Success Associate