Customer Success Manager

hace 4 semanas

Madrid, Madrid, España Spryker A tiempo completo
Customer Success at Spryker

At Spryker, we're committed to delivering exceptional customer experiences. As a Senior Customer Success Manager, you'll play a critical role in ensuring our customers achieve their business goals with our cloud solutions. Your expertise will help us build strong, long-lasting relationships with our customers, driving customer satisfaction and retention.

Your Key Responsibilities
  1. Proactively manage a portfolio of high-touch customers, understanding their business goals, needs, and priorities.
  2. Develop trusted advisor relationships with key stakeholders and executive sponsors, providing strategic guidance and support.
  3. Work closely with stakeholders, including product managers, developers, and executives, to align customer success initiatives with overall business objectives.
  4. Identify potential risks and develop mitigation plans to ensure the successful delivery of projects.
  5. Develop customer-specific success plays (and plans) to ensure value realization, customer satisfaction, and retention.
  6. Effectively communicate product evolution to our customers, ensuring they're always up-to-date on the latest features and capabilities.
  7. Advocate for customers' needs and influence product roadmaps by providing insights into customer experiences and feedback to the product management team.
  8. Establish a continuous feedback loop with customers to gather insights on the usability and effectiveness of the implemented solutions, driving continuous improvement.
  9. Collaborate closely with technical and cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to streamline communication and enhance service delivery, ensuring customer requirements are met successfully.
  10. Translate customer requirements into clear, actionable tasks for technical teams (support, product, services, etc.), ensuring that customer goals are understood.
  11. Act as an escalation channel for inquiries outside the scope of the Support License Agreement (SLA) in a timely and productive manner.
  12. Utilize a good understanding of our product features and technical capabilities to propose solutions that address specific customer challenges, ensuring alignment with technical standards and practices.
  13. Identify new expansion opportunities and align with cross-functional colleagues to convert on up-sell, cross-sell services & training.
  14. Onboard new team members and coach junior team members.
  15. Drive new ideas and processes.
  16. Maintain a solid understanding of the latest industry trends, product updates, and technical enhancements to provide knowledgeable support and guidance to customers.


What We Offer
  • A unique and supportive work environment that stands out in the industry.
  • A highly flexible working culture, led by humble, human-centric leaders who prioritize shared goals and collaboration over competition internally.
  • Opportunities for growth and development, with a focus on continuous learning and improvement.
  • A dynamic and international team, with exposure to a diverse and interesting product.

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