Strategic Customer Success Manager (German Speaker) London, UKReq #552 Thursday, December 5, 2024 **W** **ho are we** **:** At **Eptura** ,we'renot just another tech company;we'rea global powerhouse revolutionizing the workplace. Our innovativeworktechsolutions digitally connect people, workplaces, and assets in a unified platform, empowering 25 million users across 115 countries to thrive and succeed. JoiningEpturameans being part of a dynamic and forward-thinking team trusted by some of the world's most renowned companies, including 45% of Fortune 500 brands. We are on a mission to shape the future of work, and we want passionate, driven individuals like you to help us create a better, more connected world. Ifyou'reexcited about making a real impact and being at the forefront of workplace innovation,Epturais the place for you! **Role Overview:** We are seeking a **fluent German-speaking Strategic Customer Success Manager** to join our London-based team. The ideal candidate will own a book of business and own user adoption and customer retention within these accounts. Your goals are to maximize growth and minimize gross churn. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid client relationships. You are comfortable with having difficult conversations with internal and external key stakeholders and will act as the first escalation point for your customers. You will keep your manager informed of at-risk customers and suggest potential actions to get them back to health. **Responsibilities** **:** + Manage a portfolio of accounts by thoroughly understanding growth drivers,identifyingopportunities for growth, and managing risks. + Meet and exceed net retention and gross churn targets for assigned accounts. Quantifying customer business value; Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer. + Manage customer stakeholders effectively and build long lasting relationships toleverageduringdifficult times. + Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention,i.eown the overall success of the account. + Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary)and log these intoourCRM. + Leverage and help inform customer health analytics toidentifycustomer expansion opportunities, churn risks, andimpactson customer satisfaction or value. + Proactivelyidentifyingrisks within your accounts and working with internal and external stakeholders to mitigate said risks. + Effectively assemble andleverageinternal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners. + Identifypatterns pre-emptively to improve the organizational usage and adoption of company solutions. + Assistthe renewal and account management teams in all renewal activities as needed. + Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. + Contribute as necessary to the success ofCSoperations projects that are address gaps within the customer journey. + Provide feedback and support to the enablement team in their newinitiativeas necessary. + Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool). **What will make you successful:** + Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects. + You are a customer-centric individual, obsessed with providing an excellent customer experience. + You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as aCSM + You are comfortable with data management andidentifyingpatterns. + Youwelcome change in general, and new processes and tactics in particular + You enjoy continuous learning andseekto understand technology products from a user perspective. + You follow industry trends and leverage these to further customer conversations. + You have a good understanding and/or adoption of Industry tools and data sources (Salesforce,ChurnZero,PlanHat,Totango, Gainsight etc.). + A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components). + Strong skills in Excel and ability toanalyze and interpret data. + Keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue. + Results-driven with a strong background in Customer Success/Account Management and/or other Customer experiencefunctions. + Proficient German Speaker required + French speaking is a plus **Benefits** **:** ** ** + 25 Days Holiday + Contributory Pension + Life Insurance (DIS) + Eye care vouchers + Flexible working **Eptura** **Information:** + Follow us on Twitter | LinkedIn| Facebook|YouTube + Epturais an Equal Opportunity Employer.AtEpturawe promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome atEptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world **Other details** + Pay TypeSalary + Employment IndicatorRegular Apply Now <