Customer Success Executive - German

Customer Success Executive - German
Mews, Czech Republic

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Associate Degree
Total Vacancies
1 Job
Posted on
Mar 10, 2021
Last Date
Apr 10, 2021
Location(s)

Job Description

    We are looking for a Customer Relationship Executive who possesses a strong drive for results. Duties for the Customer Relationship Executive will include a broad range of tasks such as maintaining ongoing customer relationships with the provided technological tools, contributing to sales, and minimizing churn. You should also be able to provide insights on client-to-business interactions and influence the product roadmap, improve customer experience through working with product support teams, and handle customer complaints and requests.

    Successful candidates must be analytical and be able to communicate clearly and effectively. The ideal Customer Relationship Executive should engage with customers efficiently, maximize value, and create strategies to grow the customer base.

    Responsibilities

    • Manage our smaller customers as a team of experts.
    • You will be a part of a team managing an average a portfolio representing over 300k - 1M Platform ARR (Annual Recurring Revenue).?
    • Proactively guide the customer through a ‘journey in the life of Mews’, using timely touchpoints, playbooks and advice on our monthly customer reports.
    • As a team you will be responsible for generating revenue from our existing customers by aiming to achieve a 120% Net Revenue Retention, with a focus on limited churn and revenue reduction, while growing the accounts through upgrades, pricing, renewals, new products and being a promoter of additional new properties to expand the portfolio.
    • Continuous focus on driving product adoption by analysing the user behaviour on the platform and incoming requests.

    ?Your Mission

    • Drive adoption of Mews within the smaller segment of accounts through continuous increase in value leading to renewal and potential for new business.
    • Provide continued value to the Customer and drive satisfaction and growth.
    • Provide support with customer renewals and expansions by proactively communicating with the customer.
    • Closely monitor product adoption and activate the needed corrective actions if need be.
    • Work collaboratively with the Marketing team to build Customer testimonials and referrals.
    • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.
    • Anticipate Customers’ requirements and possible challenges - make our customers successful! Promote the product updates through the relationships you have nurtured within the Accounts.
    • Identify potential issues within the Customers and work with the wider business to take timely and effective action to resolve them. Contribute to the development of company goals, growth and profitability targets by being an active member of the Mews team and culture

Requirements

  • Some experience driving customer success or account management, or working in a customer interfacing function.
  • Fluent in English and German
  • Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing a Customer Experience programme to meet them and ongoing plan to increase value over time.
  • Data-driven with a commitment to process; drive / track consistent engagement process.
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
  • Previous experience with an annual subscription sales model preferred.
  • Creative thinker with the ability to troubleshoot issues quickly and effectively.
  • Strong presentation skills.
  • Extremely well-organized and analytical with an ability to work well under pressure.
  • Strong team player as well as a proactive individual contributor.
  • Ability to grasp basic technical concepts.
  • 2+ years of account management or Customer Success at a SaaS company or in an agency setting
  • Strategic thinker with the ability think and respond quickly in front of customers
  • Strong organizational skills with keen attention to details
  • Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
  • Experience working with cross functional teams
  • Passionate about consumers and the technologies that serve them
  • Strong focus on user needs and an intellectual curiosity about the products that help to meet them.
  • Sales experience is a plus.

Benefits

  • Unlimited Holiday
  • Flexible working hours/location
  • Access to extensive health amp; wellness programs (online)
  • Particip

Job Specification

Job Rewards and Benefits

Mews

Information Technology and Services - Prague, Czech Republic
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