Sr. Customer Success Manager - German Speaking

Sr. Customer Success Manager - German Speaking

Spain

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more !

At Fortra, we’re breaking the attack chain. Ready to join us?

Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers

WHAT YOU’LL DO

With limited supervision and using independent judgment :

• Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders.
• Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.
• Be the single point of contact and escalation for the customer, personally helping with questions / issues.
• Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.
• Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions.
• Track customer activity to identify churn risk and work proactively to eliminate that risk.
• Identify upsell opportunities and pass to Sales contact.
• Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
• Work closely with internal resources on escalation and resolution processes for critical customer issues.
• Mentor and train new hires and less experienced peers.
• Serve as a subject matter expert and go-to resource within department and outside of department.
• Handle larger or strategic customer accounts as requested.
• Lead special projects.
• Perform additional duties and projects as assigned by management.

QUALIFICATIONS

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Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn .

As an EEO / Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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