Senior Customer Success Manager

Troy Mainstone is looking for a Senior Customer Success Manager to work a hybrid role in Hamburg.

The client is seeking a Senior Customer Success Manager to join our clients dynamic team in Hamburg. As the main point of contact for our valued customers, you will have the opportunity to build long-lasting relationships and drive their success through our cutting-edge content management system and services.

Responsibilities:

• Acting as the main point of contact for customers through daily video calls and on-site visits
• Managing large and mid-size accounts, as well as a number of small accounts
• Being the main contact on many different levels – for editorial (editor in chief etc.), tech (head of development, CIO, CTO etc.), business (CEO, CFO, procurement etc.)
• Staying close to the customers, doing video calls frequently with each customer (typically on a weekly basis) – building a deep understanding about how our solutions are used, and how we can help them in their business success with our products and services (add-on sales, upsell)
• “Getting hands dirty” – diving into Jira tickets, following up on issues, escalations, answering technical questions
• Communicating daily with customers in video calls and on-site
• Working closely with colleagues in product development, project management, support, and ops in Germany, Denmark, Norway, and other places

Requirements:

• An open-minded, friendly, and professional manner
• Experience from the media industry, with CMS systems or publishers, is very welcome.
• Good understanding of tech stacks, with the ability to quickly get into the details of our products and services (CMS, DAM, Content Hub, Print, ePaper)
• Organizational talent and a high degree of commitment as well as a sense of responsibility
• Very good written and oral expression skills in German and English
• High customer and service orientation
• Ideally, a university degree or professional training relevant to the role
• Confident handling of common Office tools (Office 365, Slack, Jira, Confluence, etc.)
• Quick comprehension as well as reliability, resilience, and flexibility.

Why this role?

Join our clients team and be part of a leading technology company that is revolutionizing the media industry. You will have the opportunity to work with the latest technologies and methodologies, receive mentoring and development prospects, and be part of a great international team of more than 200 colleagues working mainly in software development, cloud services, project implementation, and consulting. With an attractive compensation package, you will have the opportunity to be part of a growing company that is simply unmatched in the market.