Customer Success Manager

Há 1 mês


Lisboa, Lisboa, Portugal Unit4 Nv Tempo inteiro

Job Description:

We are seeking a Customer Success Manager to drive customer satisfaction and loyalty through strong relationship building. As a key member of our team, you will leverage business outcomes by realizing value on the fundamental reasons the customer purchased our solutions. You will help customers discover new features and enable them to become long-term users.

Key Responsibilities:

  • Streamline the interaction between the customer and Unit4 aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter.
  • Establish regular cadence with customers to measure progress against the Customer Success Plan and together with the customer identify new wanted outcomes in cooperation with the Account Manager.
  • Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviors data insights.
  • Be the Voice of the customer, encompassing the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvement initiatives.
  • Deliver added value services to leverage product value and product usage expansion.
  • Identify and drive new sales opportunities (up/cross-sell) in cooperation with Account Management.
  • Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues.
  • Be able to develop and provide (annual or quarterly) business reviews with C-level executives, practitioners, and other management with your customers.

Requirements:
  • Excellent communication and relationship management skills and fluent in Swedish and/or Norwegian, as well as English (verbal and written).
  • Experience with ERP or SaaS companies is a plus.
  • Takes high degree of ownership over your work.
  • Clear communicator with professional presence with empathy and enthusiasm.
  • Ability to lead through influence and trust.
  • Experience in a similar customer-centric generating cloud software customer value with quick time-to-value.
  • Technically literate and familiar with customer engagement technologies, best practices and trends.
  • A Bachelor's or Master's degree in relevant field.


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