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About Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

About the Role

Bitdefender, the technology leader in security software industry, is seeking for a Customer Success Manager for the DACH market to join it’s rapidly growing EMEA Sales team.

Responsibilities:

The Customer Success Manager is responsible for contacting customers to develop relationships that promote retention and loyalty and contribute to the overall success within a designated region. This high-energy position is fundamental for a healthy renewal rate, requiring an excellent consultative nature and providing a great opportunity for you to work with international stakeholders. 

We are therefore looking for candidates with exceptional verbal and written communication skills in English and a proven ability to use initiative and work within a fast-paced environment. 

Build and nurture a delightful customer experience throughout its lifetime

Manage and monitor customer journey from purchase to adoption and expansion according to Customer Communication program during the customer’s lifetime

Monitor the funnel of expiring agreements and prioritize based on potential churn

Identify, escalate, and resolve customer engagement or adoption issues proactively

Mitigate customer retention risks and roadblocks promptly

Elicit customer’s goals and advise them on the best way to achieve and measure as tangible outcomes

Partner with ITAM (Insider Territory Account Managers) and TAM (Territory Account Managers) team on Account Tasks or other tailored solutions, as necessary for Accounts.

Partner with Marketing to share and celebrate customer success stories

Be a change-agent internally as a member of the Customer Success organization

Be responsible for key customer success metrics including NPS, account growth and revenue retention

Become a trusted adviser for your clients by utilizing high levels of integrity and follow through

Work with cross-functional teams across Sales, Product Org. and Marketing to deliver the best experience for your clients and raise key metrics, like company NPS

Assist with high severity requests or issue escalations as needed and manage the escalation through resolution

Provide reports and insights on how the overall process can be improved and performs analysis on data involving customer reviews and experience with products or services

Qualifications:

3-5 years of experience in sales, customer service or customer success position strongly preferred

Experience analyzing and optimizing the existing processes in the Customer Success

Ability to understand customer´s concerns and thoughts regarding the use of products

Exceptional verbal and written communications skills

Ability to work independently with limited direction in a fast-paced environment; must be a high energy, motivated self-starter

Ability to adapt to changes in roles and responsibilities

Higher education

Proficient in German

Fluent in English

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Confirmed 2 hours ago. Posted 30+ days ago.

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