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About the role
Key responsibilities & impact- By building strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
- By partnering with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
- By creating, executing and managing comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
- By serving as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
- By being a Team Player. You’ll be collaborating with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) and will help to build the CS “brand” across our entire organization
- By monitoring your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
- By maintaining and leveraging our Customer Success Management platform to maintain detailed customer centric actions and communication plans
- By leading end-to-end Success Plan execution, connecting customer objectives to measurable outcomes, and holding accountability for delivering and evidencing value over time.
Requirements
What you’ll need- Full fluency in English and German
- 2+ years experience in Customer Success Management or customer facing-role supporting mid market clients.
- Experience working with Marketing teams, Professional Services, IT teams, PMO teams.
- Ability to build and maintain strong relationships with a diverse set of clients, including senior leadership.
- Knowledge and hands-on experience in project management, business process redesign, and change management.
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
- Willing to dive into technical details of a product to understand it thoroughly.
Benefits
Comp & perks- 25 calendar days of paid vacation
- Parental Leave: 26 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Bike-to-Work Scheme
- Health Insurance (Employees + Dependents)
- Life Insurance
- Income Protection
- Pension Scheme
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success ManagementProject ManagementBusiness Process RedesignChange ManagementEngagement StrategiesCommunication StrategiesMetrics of SuccessAccount MetricsROI AnalysisNET MRR Growth
Soft Skills
Relationship BuildingTeam PlayerInterpersonal SkillsEmpathyPatienceTactPoise Under PressureEngagementCollaborationCommunication