Customer Success Manager, Pricefx

• Fluent English (level B2 or higher) is a must
• Native or fluent German is a big plus
• Min. BS/BA degree
• Commercial aptitude
• Consultative and analytical skills
• Software, technical or pricing background preferably from hyper-growth, software-as-service (SaaS) environments
• Technical aptitude and ability to learn software programs (SaaS software database concepts, software configuration/development, networking concepts, etc.)
• Strong written and verbal communication skills
• Well-developed professional interpersonal skills; ability to interact effectively with people at executive levels of the organization
• Enthusiasm for working with and directing cross-departmental and cross-functional teams to create improvements or solve issues
• Project or customer management experience is a must
• Ability to work with minimal or no supervision with a customer service focus
• Ability to work in high-pressure situations and navigate in an ambiguous environment
• Willingness and ability to travel as necessary to company/customer locations
• Strong knowledge and use of the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), SFDC, or other CRM

Desirable

• Your mission is to ensure that our customers achieve enduring success with our pricing solutions
• Customer Success Managers play a crucial role in the company’s strategy & revenue stream planning. Help us to achieve eternal retention! The customer journey to successful adoption starts with our Success Manager
• Develop and maintain strong relationships within the assigned customer accounts, from the site champion through senior executives, to promote adoption, expansion, and extension of Pricefx solutions
• Ensure customers achieve their desired outcome by using our product and have the best possible experience interacting with our company
• Monitor and drive usage and customer expansion
• Gain customer insights and offer solutions, recommendations and provide the navigation in the right direction to meet the customer’s objectives in their pricing strategy
• Assist customers with Platform administration (release upgrades, maintenances, etc.), adoption, and change management
• Guide customers with how to take advantage of new release functionality
• Provide excellence in customer advocacy, driving satisfaction, and a high likelihood to recommend our solution
• Lead quarterly business reviews (QBRs)
• Internal orchestration (solutions, engineering, operations, etc.). It requires people skills and cross-functional experience
• Measure and report the customer success through case studies, customer KPI’s, Gartner and other interviews, plasma (marketing appetite is a plus)
• As the primary contact for the customer at Pricefx, handle and resolve any commercial and technical escalations
• Negotiate contract renewals, extensions, and scope increases
• Collaborate with partners and other stakeholders to ensure an effective and value-adding strategy is identified for the client while minimizing risks
• Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan
• Participate in technology product design to create the tools that your customers need
• Help customers to strategize on how to use the product better to get recognition and yield benefits for the organization
• Position’s KPIs:
• Retention
• Adoption
• Expansion
• Case studies conducted & collected
• Referrals/references obtained

• Please make sure to send your CV in English