Enterprise Customer Success Manager (m/f/d)
Talon.One
ABOUT THE TEAM:
Talon.One's Customer Success Team works with the worlds largest high street brands, helping them to achieve their marketing goals with our powerful promotion platform. We partner with our clients to deliver seamless and personalized experiences for their customers, creating value and strong return on investment along the way. We’re a high energy, focused and engaged team that support one another, share experiences and strive to do our best work, daily.
ONCE YOU ARE HERE YOU WILL:
- Leverage a playbook of resources to drive customer outcomes resulting in increased NRR
- Serve as your customers’ main point of contact and trusted advisor at Talon.One
- Partner with Account Executives to provide an excellent customer experience and to ensure commercial and stakeholder alignment
- Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Talon.one
- Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Talon.one
- Proactively analyze your customer product usage to identify opportunities and risks to account health
- Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews
- Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
- Provide continuing education for customers to maximize product usage, identifying new or unused Talon.one features that could provide value for your customer and represent an upsell opportunity for Talon.one
- In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Talon.one teams, including Technical Support, Industry Solutions, and Deliverability Services, to ensure your customers receive the support they need simply and seamlessly
- Work with Technical Account Managers, Account Executives, and other internal partners to seamlessly transition clients from onboarding to ongoing activity.
- You will likely spend time onsite with customers and may travel
WHAT WE NEED YOU TO BRING TO THE TABLE:
- Passion for tech and experience with complex SaaS products and APIs
- Experience in Customer Success, Account Management, or another client-facing role
- Proven experience in handling enterprise accounts
- Experience in Marketing or MarTech industries would be a huge advantage
- Proven experience with tracking and presenting success plans and success metrics
- Proactive mindset and intellectual curiosity to understand our customers
- Amazing organization and attention to detail
- Clear questioning and active listening skills
- Empathetic, positive attitude with a desire to help our customers reach their goals
WHAT WE WOULD LIKE TO LEARN FROM YOUR CV:
- How does your average BoB look like
- How do you describe your ownership of the client relationship
- Who do you work with the most internally towards a successful client relationship
- How do you measure your clients' success
- 401(k) plan w/match
- Medical, dental, & life insurance
- Flexible PTO
- Distributed workforce w/ Berlin-based home office
- Learning budget at your disposal
- mental health support via nilo.health
WHY YOU SHOULD WORK FOR US:
- The right attitude: modern methods and a diverse, creative workspace with an open and international culture
- Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
- Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
- A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
- High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees
Do you want this job?
We’d love to hear from you! Apply directly via the form below.
Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
Find out more about our Privacy Policy.