POS-27567 As a Manager of our DACH Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment.
In this role, you will work closely with Customer Success leadership to help build a team of world-class CSMs, while executing and improving customer retention playbooks.
As part of our customer success-focused, results-driven organization you'll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer happiness.
We are looking for someone that is effective, adaptable, flexible and analytical and that can help lead our CSM team as we expand our footprint in the region.
This role is available in the UK, Ireland, Germany, France and Spain with an option for @office, @flex, or @home In this role you'll get to: Manage approximately 8-10 members of the CSM TeamCoordinate with recruiting and internal teams to recruit, hire, and train new peopleMaintain a high level of team engagement and motivationDisplay an ability to build confidence and trust in your direct reportsSupporting and directing new and experienced CSMs in strategies to build lasting relationships with customersBe accountable for the health and retention of customersServe as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goalsProactively identify areas for innovation and improvement within the CSM team, and drive collaborative developments within our existing playbooksManage day-to-day operations, goal setting, career development, performance management, and growth of team membersAnalyze regional, customer, and performance data to make informed decisions about operational and procedural changesMaximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desiredWe are looking for people who have: Fluency in German and EnglishExtensive experience working in a people management roleExtensive experience recruiting, coaching, and developing team membersExperience managing a customer success or partner/channel team is a distinct advantageProven leadership ability to motivate, influence, develop and empower employees to achieve their bestExperience working effectively with all levels of managementExperience handling customer escalationsExperience managing a revenue number and maintaining a forecastSelf-motivated, entrepreneurial in nature and comfortable and experienced in change managementProven and consistent track record of executing against growth strategies and delivering target in excess of company expectationsExcellent leadership, organizational and problem solving/decision making skillsAbility to manage multiple projects while maintaining strict attention to detailsAbility to adapt quickly to new software and constantly changing business requirementsUse data to analyze results and make data-driven decisions
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