Customer Success Manager (German speaking)

What you'll do As a Customer Success Manager (German speaking), you will be focused on driving customer loyalty, retention, and growth. This is done by creating visibility of our customer experience across the Regnology client ‘customer journey’ using a combination of KPIs, customer feedback such as NPS and insights which will be combined to track the ‘health       score’ of each client account. You will act as client advocate, gathering and maintain data about clients, various cycles that impact their business and facilitate data-driven actions and decisions.
You will be focused on driving awareness of the key pain points our customers are experiencing and work with the CCO to identify process improvements initiatives which will improve customers’ experience.

Your key accountabilities are:

• Building strong and long-lasting relationships with your customers, owning the relationship through proactive and reactive engagements.
• Understanding the customer experience with our products and services, effectively feeding back to enable iterative improvements as well as immediate points of correction.
• Deliver to the customer through a designed standard framework, carrying out a ‘Service Review’ at regular intervals presenting customers with information you have compiled.
• Through analysis of metrics and KPIs in place, form a Customer Success plan that is fitting to the customers’ needs. This plan will remove/mitigate problems, in turn consistently improving their experience.
• Customer advocacy, act as a spokesperson on behalf of the customer. Working through difficult situations via transparency and   partnership. All the while protecting the reputation of Regnology.
• Deliver on KPIs assigned to you from the CCO, these KPIs underpin the operation and allow us to provide a standard experience to customers.
• In the event of a Major Incident work in a collegial manner with the team to drive positive outcomes. A key element will be to ensure they are communicated to in a satisfactory manner taking ownership of comms as/when required.

Why we should decide on you

• Preferred experienced working in a Customer Success Manager role in the software industry.
• You are based in Romania.
• Fluency in German & English is a requirement. 
• Experience working in a matrix organization, maintaining an awareness of the work of others for your customer and the working practices to interact and escalate when required.
• Confident communicator with an ability to take command.
• A past proven ability to work in situations of ambiguity, working with the information at hand to create clearer path forward for all.
• Mindset of troubleshooting, experience of problem solving. Knowing how to narrow an issue and provide clear information on what a problem is will allow others to assist, make decisions and resolve.
• A strong application user with the ability to create documents and output data into meaningful information for our customers.

Why you should decide on us

• Let’s grow together – our start-up character enables you to design our future.   
• We promote remote working and flexible working hours to create a positive work-life balance.  
• We provide you with the opportunity to take on responsibility and participate in international projects.    
• We offer you a stable job that is not affected by crises.  
• We offer numerous individual and wide-ranging training opportunities, in addition to our buddy-program.  
• We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels.  
• Together we're better - meet your colleagues at our numerous team events.  
• We care about body and soul; we offer you numerous benefits such as meal vouchers & Friday drinks. 
• To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!

Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.

Are you interested? Apply now!