Customer Success Manager

<p>Are you passionate about the language industry and technology? Would you like to become the trusted advisor for your customers and see how you contribute to their success? Are you driven by strong team spirit, international work environment, flat hierarchies and plenty of chances to bring in your strengths and ideas? Are you curious, trustworthy, caring and ambitious? Y<em>es? You should definitely read on!</em></p><h3><strong>The role you’ll play</strong></h3><p>We are looking for a Customer Success Manager to join our Customer Success team in Hamburg. You will be the portfolio owner of middle-sized customers from a big variety of industries and as such you will have the full overview of your customers and of their budget. Together with an allocated subject matter expert, you must understand the customer’s organization and thus provide added value to the customer. You are also expected to work closely together with our team of Localisation Project Managers, this in order to optimize processes and improve customer satisfaction. You plan and orchestrate customer business reviews. You will drive and participate in contract negotiations, both in cooperation with the subject matter expert and the Customer Success Director. You will advise customers on our products and services and you will also be the customer’s go to person in relation to invoicing and pricing.</p><h3><strong>The team you’ll be a part of</strong></h3><p>You will be part of a team of four Customer Success Managers located in Hamburg and Munich. You will report to the Director of Customer Success. The team fosters a positive working atmosphere in a company with a strong focus on growth and personal development.</p><p><strong>What your future team colleagues say about working at LanguageWire? </strong><a rel="nofollow noreferrer noopener"></a><a rel="nofollow noreferrer noopener"></a><br/> “<em>I love being a part of our team because of the strong sense of support and collaboration. We’ve got each other’s backs! Whether it’s in person in the office or in our team chat: I know that I will never be left hanging alone when I have an idea to be brainstormed, a question to be answered or a win to celebrate.” Lilja.  </em><a rel="nofollow noreferrer noopener"></a></p><p><em>“I really appreciate working in an international environment with colleagues from different national backgrounds.” Nadja. </em></p><p><em>“…I feel it is a place where I can grow as a Customer Success Manager as well as a person”. Bianca.</em></p><p><strong>What to expect from your future leader <br/></strong><em>“As a leader, I see my main responsibility in guiding each team member toward our shared goals with unwavering support, heartfelt encouragement for personal growth, and a collaborative spirit. And of course, ensuring we celebrate and amplify each person's unique talents and success along this journey together.”</em></p><h3><strong>If you want to make a difference, make it with us by…</strong></h3><ul> <li>Sustaining customer growth and retention within the allocated customer area </li> <li>Building strong relationships with customers and identifying new possibilities for growing a your portfolio focusing on customer outcome and experience as well as LW KPIs with support from account planning tools and reports.</li> <li>Developing and maintaining high levels of customer engagement and satisfaction</li> <li>Maximizing product usage through product adoption activities, e.g., online trainings and tool demos  </li> <li>Ensuring delivery flow within the allocated customer area</li> <li>Ensuring customers’ quality expectations are met within the allocated customer area</li> <li>Being the voice of the customer towards internal stakeholders </li> <li>Embracing the Customer Success mindset to become a trusted advisor</li> <li>Applying sales methodology (MEDDICC) to develop the revenue targets</li> </ul><h3><strong>In one year, you’ll know you were successful if…</strong></h3><ul> <li>You have obtained an overview of your customer portfolio and know their company in and out</li> <li>You know your customers’ workflow and their need for our services</li> <li>You are able to see and generate growth within your customer portfolio by advocating LanguageWires’ product and services</li> </ul><h3><strong>Desired experience and competencies </strong></h3><p><strong>What does it take to work for LanguageWire?</strong></p><p><strong>What you’ll need to bring</strong></p><ul> <li>A Bachelor/Master's degree within a relevant area (preferred)</li> <li>Experience in commercial planning and execution of customer-oriented activities to deliver on targets</li> <li>An interest in technology and technical skills</li> <li>Knowledge of how to maintain and develop relationships with new stakeholders from existing customers </li> <li>Experience in monitoring and reporting health performance indicators in a structured way</li> <li>The ability to develop and present best-fit solutions for your customers whil