Vendor Servicing Product Manager
KeyBank
Customer Success Manager
Valiantys - Atlassian Platinum Solution Partner
full-time
Posted on:
Origin: • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Valiantys is looking for a remote Customer Success Manager based in Germany. Reporting to the Customer Excellence Team Manager, you will have to deal with German and European customers and be responsible for the full customer satisfaction process. You will manage a customer's portfolio and be available when needed to provide the best customer experience possible. Our training program will allow you to progressively acquire the skills and knowledge of the tools necessary to do your job. Things you'll be working on: Onboard new customers Ensure contract specifications are aligned with existing offer Organize kick-off meetings (team/tools/policies/processes presentation) In collaboration with the customer, define a dedicated success plan Monthly reviews with customers Prepare and present monthly reviews. Analyze Key Performance Indicators (KPIs). (utilization rate, daily escalations...) Propose customer-focused improvements Follow-up of topics Project Management Oversee multiple implementation projects of internal and external clients. Develop Project Plans and ensure that implementations are performed on time, on budget and to the customers' satisfaction in delivery of their contract. Continuous Improvement on customer implementations and satisfaction Management of Asset & customer's Knowledge Base Interface between managed services and delivery/sales teams Provide information/training sessions to existing teams and new joiners Provide specific procedures to managed services team members Work with all internal resources to manage client issues escalation and quick resolution Monitor / Report to the other MS managers Share some KPI's : Asset Management, Customer classification, Customer Health Score, Early Warning System… Follow success plans Security Incident Supervise the communication process from the Managed Services team to the Marketing team Be available for customers when there are some issues (maintain the communication, create and follow the action plan)
Requirements
- You've just graduated from an engineering school, or you have a Bachelor's Degree and at least 3 years of experience in customer technical support in an IT company. You must be fluent in both English and German (C1/C2 for both), with professional written & oral communication skills. And you… have the ability to provide great customer satisfaction on a human level is what will make a difference! have good resistance to pressure, are craving a dynamic work environment where you'll have a large amount of autonomy and responsibilities, are a great listener and have a real sense of the end result, like to dig into topics to find a solution for our clients and are not afraid of contacting Valiantys colleagues or customers. Ideally, you have already worked with Atlassian tools and are comfortable with the ecosystem. Otherwise, you are a curious and fast learner! Previous work experience in an international context is appreciated.
