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Enterprise Customer Success Manager (EMEA)

Enterprise Customer Success Manager (EMEA)

Replicon

Remote

Job ID : 6646715132534e4f513448626e3139494a773d3d

Job Description :

Position Overview
Replicon, the world's first Knowledge Workforce Management Solution, offers award-winning cloud-based solutions for enterprise time, project and resource management. Replicon’s innovative Polaris product line introduces the world’s first self-driving solutions for Professional Services Automation and Project Portfolio Management, helping project-driven enterprises deliver increased revenue and profitability.
We are looking for a Senior CSM (EMEA), to join our 700+ member team who are passionate about technology and work on our Time Intelligence platform. Our SaaS application is used globally by 7800+ customers in 80+ countries including PwC, Siemens, FedEx, NTT, Expedia, Moody’s, SAS, Facebook, and Hyatt with more than 1.6 million users.
Customer Success is vital to our long-term profitability. We won't be successful unless our customers receive great value from our product and services.
We're looking for a Senior Customer Success Manager to help our customers achieve their desired outcomes. This role includes responsibilities for Customer Success activities (onboarding, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, expansion, onboarding). This is a completely remote (WFH) position.
What your will do:
  • Manage a book of business with specific responsibilities: onboarding, retention, churn, and adoption of our top-tier customers.
  • Work as the customer advocate and provide internal feedback on how we can better serve our (top-tier) customers.
  • Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution.
  • Ensure that a success plan is in place with each top-tier customer for deployment, change management, and adoption programs.
What you will have:
  • A strong relationship builder and have excellent interpersonal skills
  • Driven, self-motivated, enthusiastic and have a “can-do” attitude
  • Analytical and process-oriented
  • Able to work in a dynamic environment in which the requirements are not always well-defined and priorities are subject to change
  • Naturally curious with a distinct ambition to constantly bring ways we can improve as a team and in working with our customers.
  • Eager to constantly learn and have a natural desire to share those learnings with team members
  • Customer-centric
  • Able to collect feedback and translate it into action points
  • Knowledgeable of product and customer impact
Key responsibilities for this role include:
  • 10+ years of Customer Success or relevant Account Management experience in SaaS organization with a strong background in time management or HR.
  • Fluency in Spanish/French/German is a must, as is experience working with clients from France, Spain, Germany, and the UK.
  • Building and maintaining strong relationships with key clients in the EMEA region
  • Providing strategic guidance and solutions to clients to drive success and achieve their business goals. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
  • Working closely with the sales team to identify upsell and cross-sell opportunities
  • Collaborating with other teams, including product and engineering, to ensure timely resolution of client issues and requests
  • Analyzing client data to identify trends and opportunities for improvement
  • Developing and implementing strategies to retain and grow client relationships
  • The Senior CSM must have excellent communication and interpersonal skills, with the ability to build trust and credibility with clients. They should also have strong problem-solving and analytical skills, with the ability to quickly identify and address issues as they arise.

Company Details :

Name : Replicon

CEO : Raj Narayanaswamy

Headquarter : Redwood City, United States

Revenue : $100 to $500 million (USD)

Size : 501 to 1000 Employees

Type : Company - Private

Primary Industry : Enterprise Software & Network Solutions

Sector Name : Information Technology

Year Founded : 1996

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Details

: Remote

: 20 days ago

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