Responsibilities
- Lead and manage the onboarding and implementation process for new clients, establishing defined success plans with specific goals, milestones, and adoption benchmarks.
- Serve as the main liaison for a designated customer group, cultivating trusted relationships across business and technical teams at all organizational levels.
- Conduct regular Quarterly Business Reviews using the SPICED methodology to assess value delivery, measure impact, highlight key upcoming events, and agree on future actions.
- Track product utilization, customer health indicators, and engagement levels; detect potential risks early and coordinate remediation with Support, Professional Services, Product, and Sales teams.
- Convert customer objectives and operational performance into tangible business value for stakeholders at all levels, including executives and finance teams.
- Uncover and validate opportunities for expansion, such as additional modules, sites, or services, in partnership with Sales, always tied to clear customer outcomes.
- Ensure CRM and Customer Success platforms contain accurate, up-to-date account information, including SPICED data, health scores, forecasts, and risk flags.
- Develop and deliver comprehensive reports and account summaries covering customer health, adoption status, risks, renewal projections, and growth opportunities.
- Collect, organize, and relay product feedback and customer insights to Product and Marketing teams to guide roadmap and market strategy enhancements.
Work Arrangement
Hybrid
Other
- You communicate clearly in German and English.
- Flexible hybrid working (50/50) – the best of both worlds: collaborate in the office, focus from home.
