Senior Customer Success Manager

hace 1 semana

Barcelona, España Rocket Software A tiempo completo

It's fun to work in a company where people truly BELIEVE in what they're doing

Job Description Summary:
The Senior Customer Success Manager is an experienced team member within Customer Success and exhibits the core Rocket values in their everyday work. The Senior CSM will take ownership of their customer interactions and go above and beyond to ensure resolution and long-term success for their customers. The Senior CSM will foster internal cross-functional relationships in support of our customer’s needs. They will be a bridge between our customer and internal teams in order to provide transparency and continual improvement for our customers. They will be a mentor and help the team as needed with Rocket processes and general questions.

Job Overview:
Every company says they care about their customers, but at Rocket Software we really, really mean it. The customer is at the heart of literally everything we do, and we wake up every day aspiring to deliver a differentiated customer experience unmatched by anyone in the software business and driven by our four core values - Empathy, Humanity, Trust and Love. With a Customer Satisfaction score of 94% and an industry leading NPS score year over year, our customers have validated that we’re living our values and that we walk the walk.

We are looking for an innovative, driven, and inspiring Customer Success leader that can help us engage with and delight our Mobius Customers. As a Customer Success Manager with Content and Mobius specialty, you will work cross-functionally with multiple internal teams to ensure alignment with our customer’s goals and objectives. You will play a crucial role in engaging with customers to ensure they are getting the maximum value from their Rocket investments, tracking successes, and regularly reviewing their business needs. This is a tremendous opportunity to impact our CS organization as we strive to meet our growth goals for customer renewals and expansion, but also provides a unique opportunity to leverage the combination of your experience, our core values and customer-focus to create a true Category of One CSM offering for our customers.

Essential Duties and Responsibilities:

- Work closely with your account team on your assigned accounts
- Get to know your customers. This includes but is not limited to the following:

- Understand your customer’s business environment and objectives
- Document how they use the Mobius product
- Understand what success means to your customers
- Build strong relationship within your customer accounts
- Work hand in hand with your Account Executive to hold business reviews with your accounts
- Partner with our Product Specialist team to host user trainings as needed
- Work closely with Renewals on risk mitigation and process improvements
- Partner with Retention Marketing on campaigns and events to drive engagement with your accounts
- Work closely with Retention Marketing to identify successful customers and turn them into advocates and case studies
- Manage the customer lifecycle journey points, including customer onboarding, feedback loops, advocacy, risk management and value campaigns
- Use Gainsight to track engagement, opportunities and derive insights

Qualifications:

- 5+ years in Customer Success Management with demonstrated success in developing strategic customer relationships and working with Fortune 500 accounts
- Strong empathy for customers and a genuine belief that their success translates into Rocket’s success.
- Deep understanding of value drivers in recurring revenue business models.
- Creative, resourceful, detail-oriented, and highly organized
- An analytical and metrics-driven work style
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
- Highly collaborative team player with the ability to build successful relationships with various stakeholders.
- Ability to manage challenging conversations internally and externally
- Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers
- Experience with Gainsight and Salesforce preferred
- Experience with Mobius preferred

Information Security:
Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.


Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applican

  • Senior Customer Success Manager

    hace 3 días

    Barcelona, España cloudpay A tiempo completo

    CloudPay is an organisation of over 1,100 people united by a single purpose - to modernise the pay experience for business and people, raising the importance of pay processes beyond an operational function to become a true business advantage. With a proud heritage of over 25 years, we are trusted to manage the pay processes of 250 global organisations,...

  • Senior Customer Success Manager

    hace 3 semanas

    Barcelona, España Kantox A tiempo completo

    We are looking for a **Senior** **Customer Success Manager **who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process. You will ensure that our clients receive the highest value from us by supporting them at every stage of their...

  • (Senior) Customer Success Manager

    hace 3 semanas

    Barcelona, España Appinio Gmbh A tiempo completo

    (Senior) Customer Success Manager - DACH (m/f/d) Barcelona Barcelona, Catalunya, ES Your mission as a (Senior) Customer Success Manager As Appinio continues to revolutionize and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in...

  • (Senior) Customer Success Manager

    hace 3 semanas

    Barcelona, España Appinio Gmbh A tiempo completo

    (Senior) Customer Success Manager - DACH (m/f/d) Barcelona Barcelona, Catalunya, ES Your mission as a (Senior) Customer Success Manager As Appinio continues to revolutionize and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in...

  • Senior Customer Success Manager

    hace 3 días

    Barcelona, Barcelona, España cloudpay A tiempo completo

    CloudPay is an organisation of over 1,100 people united by a single purpose - to modernise the pay experience for business and people, raising the importance of pay processes beyond an operational function to become a true business advantage.With a proud heritage of over 25 years, we are trusted to manage the pay processes of 250 global organisations,...

  • Customer Success Manager

    hace 3 días

    Barcelona, Barcelona, España Kantox Limited A tiempo completo

    We are looking for 2 Customer Success Managers who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process.We're looking for an experienced Customer Success Manager with Experience in B2B SaaS platforms and a second profile who'd be...

  • Senior Customer Success Manager

    hace 3 semanas

    Barcelona, España Join Our Team A tiempo completo

    Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of...

  • Senior Customer Success Manager

    hace 3 semanas

    Barcelona, España Join Our Team A tiempo completo

    Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of...

  • Customer Success Manager

    hace 2 días

    Barcelona, Barcelona, España Kantox A tiempo completo

    We are looking for 2 Customer Success Managers who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process.We're looking for an experienced Customer Success Manager with Experience in B2B SaaS platforms and a second profile who'd be...

  • Senior Customer Success Manager

    hace 3 días

    Barcelona, Barcelona, España Join Our Team A tiempo completo

    Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of...

  • Customer Success Manager

    hace 3 semanas

    Barcelona, España Kantox A tiempo completo

    We are looking for a **Customer Success Manager **who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process. You will ensure that our clients receive the highest value from us by supporting them at every stage of their lifecycle with...

  • Customer Success Manager

    hace 3 semanas

    Barcelona, España Kantox A tiempo completo

    We are looking for a **Customer Success Manager **who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process. You will ensure that our clients receive the highest value from us by supporting them at every stage of their lifecycle with...

  • Senior Manager, Customer Success Engineering

    hace 4 semanas

    Barcelona, España Qlik A tiempo completo

    Senior Manager, Customer Success Engineering Qlik delivers the best in data, analytics, and AI technology, to help enterprises around the world drive value from their data. Our leading, AI-powered platform enables users to uncover insights that lead to better business decisions, faster. A Gartner Magic Quadrant Leader for 13 years in a row , Qlik is a...

  • Customer Success Manager

    hace 2 días

    Barcelona, Barcelona, España Appinio Gmbh A tiempo completo

    (Senior) Customer Success Manager - DACH (m/f/d) Barcelona Barcelona, Catalunya, ES Your mission as a (Senior) Customer Success Manager As Appinio continues to revolutionize and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in this...

  • Senior Manager, Customer Success Engineering

    hace 3 días

    Barcelona, Barcelona, España Qlik A tiempo completo

    Senior Manager, Customer Success Engineering Qlik delivers the best in data, analytics, and AI technology, to help enterprises around the world drive value from their data. Our leading, AI-powered platform enables users to uncover insights that lead to better business decisions, faster. A Gartner Magic Quadrant Leader for 13 years in a row , Qlik is a...

  • Senior Customer Success Operations Manager

    hace 4 semanas

    Barcelona, España Traveltechessentialist A tiempo completo

    .The Leading Platform for Travel Tech Careers and Talent. Jobs updated dailyEmployers / Post a Job Senior Customer Success Operations Manager Customer Service, Sales & Business Development, Operations Barcelona, Spain Posted on Monday, May 13, 2024 About UsWe are TravelPerk: a scaling unicorn valued at $1.4 billion that has raised over $400m since our...

  • Senior Customer Success Operations Manager

    hace 3 semanas

    Barcelona, España Traveltechessentialist A tiempo completo

    .The Leading Platform for Travel Tech Careers and Talent. Jobs updated dailyEmployers / Post a Job Senior Customer Success Operations Manager Customer Service, Sales & Business Development, Operations Barcelona, Spain Posted on Monday, May 13, 2024 About UsWe are TravelPerk: a scaling unicorn valued at $1.4 billion that has raised over $400m since our...

  • Customer Success Manager

    hace 2 días

    Barcelona, Barcelona, España Kantox A tiempo completo

    We are looking for a Customer Success Manager who will sit at the heart of Kantox, giving you an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process.You will ensure that our clients receive the highest value from us by supporting them at every stage of their lifecycle with...

  • Senior Customer Success Manager, French Speaking

    hace 4 semanas

    Barcelona, España Join Our Team A tiempo completo

    It's with that in mind that Beyond is looking to add a Senior Customer Success Manager 1 to join our growing Customer Experience Team in Europe. Reporting to the Manager, Customer Success, you will have the opportunity to play a key component in ensuring our customers not only survive but thrive in this environment. As the world and travel landscape shift...

  • Senior Customer Success Manager, French Speaking

    hace 3 semanas

    Barcelona, España Join Our Team A tiempo completo

    It's with that in mind that Beyond is looking to add a Senior Customer Success Manager 1 to join our growing Customer Experience Team in Europe. Reporting to the Manager, Customer Success, you will have the opportunity to play a key component in ensuring our customers not only survive but thrive in this environment. As the world and travel landscape shift...