Senior Customer Success Manager DACH (m/f/d) - Berlin

Berlin, Germany | Customer & Partner Success | Full-time | Partially remote

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Without you, they wouldn't really know how to utilise all the power we offer them. Would it be too cheesy to say: "With great power comes..."?

As a Senior Customer Success Manager (m/f/d) you will help our wide array of international Enterprise customers to navigate our products and educate them on how to generate a positive Return-on-Investment.

Team up with our colleagues from Customer Operations and be the faces of Uberall. You know best - clients have very specific and individual expectations, goals and timelines. You are the one listening to them, comprehending, asking questions, understanding their situations and getting the ball rolling in making them happy and successful.

Business understanding is one side of the coin. The other one is you being passionate about people, solving problems strategically and creatively, as well as being dedicated and empathetic enough not to roll your eyes on "stupid questions". 

We are proud of our clients and want them to be proud of us. We are 300 Uberallers from 40+ nationalities and we:

Grow Together

Demonstrate Passion & Performance

Are Bold & Drive Change

 

Your responsibilities:

  • You drive high levels of customer success, exhibiting complete ownership over assigned customer accounts and engagements throughout the customer lifecycle.
  • You work on maintaining and growing the value of your account portfolio and collaborate closely with cross-functional team members to support renewals and expansion opportunities.
  • You are responsible for the strategic positioning and implementation of our products with the customer, maintaining product expertise across all Uberall products.
  • You are the trusted partner for the customer on use-case and product functionality. You identify customer-specific goals and needs - and, based on those, provide recommendations for the best use and application of our product.
  • You are delivering and communicating ROI for your clients, influencing lifetime value through high product adoption, customer satisfaction, and overall NPS scores
  • You know your customer's performance KPIs, anticipate their next step and provide them with guidance towards the desired outcome, continuously identifying individual optimisation potential and developing concepts for its implementation.
  • You conduct in-person business reviews with C-level decision-makers and other relevant stakeholders.
  • You are always close to the customer, accompany our customers, never leave them alone at different levels of escalation, and define measures and resolutions with them to solve it in a  sustainable and optimal way.

 

Your profile:

  • 5+ years of relevant experience in Customer Success or similar field (account management, professional project management, management consulting, technology enablement) in a SaaS company and/or start-up (software technology, SaaS, cloud services, etc.)
  • You have had success working with Enterprise customers and driving software product adoption
  • You can navigate customer organizational structures and build relationships with different stakeholders
  • You are effective at facilitating executive meetings and workshops
  • You have a high degree of communicative skills, sales talent, high-quality consulting skills as well as entrepreneurial thinking
  • You are a self-motivated individual that knows how to identify and deliver value to internal/external customers. 
  • You are curious and can effectively uncover customer needs and growth opportunities
  • You understand the ecosystem and the interests of your customers, based upon which you can deduce service strategies and establish processes
  • You learn fast and can quickly grasp technological and business concepts
  • You can articulate technical concepts, value propositions or recommendations clearly to customers
  • You are highly organized, and can prioritize tasks efficiently in a goal-oriented manner while remaining flexible
  • You are a team player and enjoy fostering collaborative relationships with other departments
  • You are very analytical, tech-savvy, have very good Excel skills and, ideally, knowledge of SEO
  • Willingness to travel up to 25%
  • An academic degree or equivalent vocational training 
  • Fluency in German and business proficiency in English

 

What we offer:

  • A market-leading and cutting-edge location marketing software (SaaS) scale up with an exciting & international customer base
  • A very exciting position in close collaboration with a highly professional team in Uberall’s headquarter
  • International team and regular company & team events
  • A lively and open company culture with flat hierarchies and short chains of command
  • Flexible working hours, an attractive budget for professional development and regular feedback sessions to assist you with your career plans
  • Coming from abroad? - We are offering an extensive relocation package including visa, temporary and permanent accommodation, etc.
  • Regular language classes, meditation sessions and our own gym
  • You are a dog person? - There will be room in the office as well
  • A high degree of responsibility with creative freedom and personal advancement avenues.
  • One of Germany’s fastest-growing companies (awarded by KPMG, Axel Springer & Gründerszene) with a global orientation and market leadership in EMEA

We know, this is quite the list. Not everything will be immediately clear and/or obvious to you. So please, get in touch and let us know about your thoughts, questions and the like.

Please use the „Apply now“ button and do not hesitate to contact Hotske Wesselius if you have any further questions.

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