Customer Success Manager – German speaker
| Company | Pipedrive |
|---|---|
| Location | Florida, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 2+ years of experience in Account Management/Customer Success within the tech industry
- Ability to manage competing priorities and adapt quickly in a fast-paced environment, without losing personal touch with customers or strategy
- Excellent self-awareness in handling customer escalations by consistently adhering to all established workflows
- A focus on keeping up to date with product changes and consistently having a strong knowledge of product features
- Strength in effectively partnering with cross-functional teams to infuse the customer’s voice and needs back into the business
- Excellent active listening skills to quickly synthesize information and offer advice in a synchronous environment with customers
- The capability to learn new systems (e.g. CRM) to track all customer-related activities and deliverables, pipeline management, and health of accounts efficiently, and understand multiple popular industry platforms to consult customers
- Fluency in German (Deutsch) with the ability to cater communication style and delivery to meet that of the stakeholder
Responsibilities
- Serve as the post-sale face of Pipedrive for strategic accounts to onboard customers by assessing their business needs to create a custom success plan to ensure adoption and value realization
- Proactively build and maintain strong ‘high and wide’ relationships with key stakeholders in assigned portfolio to actualize long-term retention
- Use influence with key stakeholders to drive usage and adoption, ensuring customer health and full product value attainment
- Engage in continuous discovery with assigned accounts to uncover upsell opportunities to drive expansion revenue within their portfolio
- Ensure our solutions’ timely and successful delivery according to customer needs and objectives
- Tailor content and communication style to service a variety of stakeholders from senior executives to end-users
- Act as a point of escalation, when required, to help manage customer expectations during security incidents
- Serve as the voice of the high-value customer with internal teams, advocating for their business needs to keep cross-functional teams abreast of changing market needs and customer pain points
- Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries
- Conduct customer calls via web-based video software utilizing the camera, screen-share and screen management features to foster strong relationships and ensure a smooth process
Preferred Qualifications
- Experience with CRM and CSM (e.g. Gainsight) systems is an advantage
- A Bachelor’s degree and a CSM certification are a plus