Customer Success Manager

hace 2 semanas

Madrid, Madrid, España EVS A tiempo completo

Scope

The Customer Success Manager supporting the Account Teams plays a key role in ensuring high-value clients receive exceptional service, smooth onboarding, and continuous value from the company's products or services. This role focuses on customer engagement, issue resolution, and operational coordination, working closely with (Key) Account Managers to strengthen client relationships and support retention and growth.

Job Description
  • Serve as a trusted contact for operational or product-related inquiries from key accounts.
  • Assist customers with troubleshooting, onboarding tasks, product navigation, or usage questions.
  • Deliver timely responses and follow-ups to ensure a positive customer experience.
  • Monitor customer satisfaction and escalate concerns to the "Sales In Charge" when needed
  • Support SIC by preparing customer reports, usage data, and account insights.
  • Maintain accurate and up-to-date customer information in the CRM and Customer Success platforms.
  • Assist with planning and preparing materials for customer review meetings, QBRs, and training sessions.
  • Track customer product usage and identify gaps in adoption or risks of disengagement.
  • Recognize upsell, cross-sell, or renewal opportunities and relay them to the SIC
  • Help execute customer success plans designed to strengthen customer outcomes and long-term value.
  • Coordinate with internal teams (CXT, M&S, Finance) to resolve customer issues quickly and effectively.
  • Gather and relay customer feedback to help improve products, services, and processes.
  • Identify recurring customer needs or challenges and recommend improvements to workflows or documentation.
  • Contribute to knowledge base content, training materials, or customer education resources.
Profile
  • Bachelor's degree or equivalent experience in Business, Sales, Marketing, or a related field. A combination of education and relevant experience equivalent to the stated qualifications may be considered especially in Broadcast & Media industry.
  • 1–3+ years of customer service, or customer success roles.
  • Strong organizational skills and attention to detail.
  • Excellent verbal and written communication abilities.
  • Proficiency with CRM tools and MS Office.
  • Preferably experience supporting key accounts or strategic sales teams.
  • Ability to manage multiple tasks and prioritize in a fast-paced environment.
Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance. 

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobility.

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.

Check out our website if you want to know more about why you should join EVS 

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