Customer Success Manager - Estonia

The role

As a Customer Success Manager (CSM) you will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, programme optimization and expansion. You will be the main interface for all programme-related inquiries and build relationships with all relevant stakeholders as trusted advisor. You are responsible for customer retention and the prevention of churn across our international Customer base.

You are responsible for understanding the ‘health’ of our customers.

You must have a strong understanding of our Customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals.

Responsibilities

  • Work with the Pre-sales, Project and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the Customer from the outset.

  • Work with customers to design their Customer Experience and drive long-term account satisfaction and growth

  • Support Account Manager’s with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.

  • Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams.

  • Work collaboratively with the Marketing team to build Customer testimonials and referrals.

  • Create and contribute content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.

  • Anticipate Customers’ requirements and possible challenges - make our customers successful! Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts.

  • Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.

  • Contribute to the development of company goals, growth and profitability targets

It’s essential that you have

  • Track record of driving customer success and aligning within complex customer environments at executive and department levels.

  • Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success

  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture.

  • Excellent interpersonal skills.

  • Creative thinker with the ability to troubleshoot issues quickly and effectively.

  • Excellent written and verbal communication skills.

  • Strong presentation skills.

  • Extremely well-organized and analytical with an ability to work well under pressure.

  • Strong team player as well as a proactive individual contributor.

  • Ability to grasp basic technical concepts.

For this role, the following skills are of extra value

  • Previous experience in automotive industry

  • Spoken Estonian/English/Russian language

  • Previous experience with subscription based products

We offer you:

  • Exciting opportunity to deliver best of breed solutions to global customers

  • Great career options, work with experienced team in large scale international projects

  • Competitive salary

  • Modern working environment and friendly international team

How to apply for this job:

Send your resume (in English) by e-mail to jobs@modera.net. List your full name, contact details, preferred position and your experiences on the cover page. Please also state why you would be the best choice for the job.

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