Job Description
Our client is looking for a passionate and driven Customer Success Manager to join their team and take on responsibility for our valued clients across the EMEA region. As a Customer Success Manager, you will be the primary point of contact for our customers, ensuring their satisfaction, driving adoption, and fostering long-term relationships. This is a fantastic opportunity to work with a dynamic team and make a significant impact on the customers’ success.
Duties
- Serve as the main point of contact and trusted advisor for a portfolio of EMEA clients, understanding their business needs and goals.
- Develop and execute customer success plans to drive product adoption, customer satisfaction, and retention.
- Collaborate closely with sales teams during the onboarding process, ensuring a smooth transition and successful implementation.
- Conduct regular check-ins and business reviews with clients, providing guidance, insights, and recommendations to optimize their usage of our products and services.
- Identify opportunities for upselling and cross-selling, working collaboratively with the sales team to drive revenue growth.
- Resolve customer issues, challenges, or escalations in a timely and satisfactory manner, coordinating with internal teams as necessary.
- Monitor customer health and engagement metrics, proactively addressing any risks or concerns to mitigate churn and maximize customer success.
- Stay up-to-date with industry trends and best practices, sharing insights and knowledge with customers to help them achieve their business objectives.
Required experience/skills
- Bachelor’s degree in Business, Marketing, or a related field. Additional certifications in customer success or account management are a plus.
- Proven experience as a Customer Success Manager, Account Manager, or similar client-facing role within the software/technology industry.
- Strong understanding of SaaS products and services, with the ability to effectively communicate technical concepts to non-technical stakeholders.
- Excellent interpersonal and communication skills, with the ability to build strong relationships and influence stakeholders at all levels.
- Analytical mindset with the ability to interpret data, identify trends, and leverage insights to drive customer success.
- Demonstrated track record of achieving customer retention and expansion targets.
- Fluent in English and Spanish. Additional languages, particularly those spoken within the EMEA region, are advantageous.
- Customer-centric mindset, with a passion for delivering exceptional service and ensuring customer satisfaction.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Willingness to travel occasionally within the EMEA region as required.
- Good IT and communications skills
- Great communication skills and comfortable talking on the phone
- Experience using Salesforce or SAP as a CRM.
Other
- Languages: Spanish (native), English proficiency level (C2)
- References.
If this sounds like the role for you, and you’d like to learn more, click apply now. The Sankofa Talent Recruitment team will be happy to assist you.
Your application will be assessed within 3-5 working days. Please note that only shortlisted candidates will be contacted.
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