Hyland is looking for a Senior Customer Success Manager to ensure new and existing customers derive maximum value from our products and services. You will own the customer journey post-implementation, maintain strong relationships, ensure product adoption, reduce risk, and create growth opportunities.

What You'll Do

Drive retention, growth, and ROI among assigned customers by understanding their business objectives.
Develop ROI models to be communicated throughout the customer life cycle.
Act as the customer advocate by identifying best practices and routing inquiries appropriately.
Partner with resources across departments to support customer needs.
Create conditions for the successful renewal and expansion of existing business.
Identify and monitor risk in customers not achieving business objectives and develop mitigation plans.
Drive positive customer experience by coordinating resources to address questions and ensure resolution.
Represent the voice of the customer to inform support, marketing, sales, services, partners, and product strategy.
May provide guidance to other team members.
Operate as a trusted adviser to potential customers and maintain strategic working relationships.

What We're Looking For

Bachelor's degree or equivalent experience.
Fluency in both English and German.
Experience in a customer advocacy role.
Experience managing or participating in projects.
Experience selling or delivering IT Products/Services.
Proficiency in Microsoft Windows and Office.
Strong oral and written communication skills demonstrating a professional demeanor.
Strong organizational, multi-tasking, and time management skills.
Strong interpersonal skills; able to maintain solid rapport and professionalism.
Self-motivated with the ability to manage projects to completion with minimal oversight.
Able to thrive in a fast paced, deadline driven environment.
Demonstrated ability to influence, motivate, and mobilize team members and business partners.
Strong ability to establish rapport, gain trust, and achieve consensus.
Strong ability to handle sensitive information with discretion and tact.
Strong ability to use original thinking to translate goals into implementation of new ideas.
Ability to coach, mentor and provide timely feedback to team members.
Strong knowledge of Microsoft Operating systems and products.
Strong business and technology acumen.
Strong company software technology knowledge.