Customer Success Manager

#remote #customer #service #job

Job Title: Customer Success Manager

Description

Pitcher AG


Today

03/24/2021 01:39:24

Job type: Full-time

Remote (UK & EU only)

Hiring from: UK & EU only

Category: Customer Service


Company Description

This is an exciting opportunity to join an innovative global Software-as-a-Service (SaaS) company and work with next-generation technology.

Pitcher is a rapidly growing software company headquartered in Zurich, Switzerland that is continuing its global expansion. The revolutionary Sales Enablement platform that Pitcher introduced in 2011 enables field sales representatives to execute their jobs more efficiently and drive more sales. It is a super app for corporate salespeople covering the majority of activities executed by field users in their daily interactions. Across focus verticals of Life Sciences, Consumer Goods, Manufacturing, and Financial Services, Pitcher empowers sales teams in over 136 countries to deliver best-in-class customer interactions while at the same time making the user engagement with systems like CRM and ERP a simpler, faster, more enjoyable experience. 

Job Description

You will clearly articulate, create, lead, and execute the company’s revenue protection, customer satisfaction, and advocacy plans. You will be closely cooperating with Sales, Product Management, and Marketing as well as other team members. 

You will:

  • Define and Optimize Customer Lifecycle

  • Segment the customer base and varying strategies

  • Map customer journey in alignment with segmentation

  • Develop listening points in journey (e.g., adoption, usage, customer satisfaction, etc.)

  • Standardize onboarding and training solutions, as well as interventions for critical points in journey (develop the “Playbook”)

  • Identify opportunities for continuous improvement and learnings from industry best practices

  • Improve revenue retention and renewal rates

  • Drive up NPS

  • Influence upsell/cross-sell opportunities

  • Increase customer LTV through higher product adoption and usage rates, customer satisfaction and overall customer health scores

  • Support new business growth through the identification, fostering and promotion of customer advocates

Inspire Customer Success Across the Company

  • Reinforce a customer-first culture

  • Ensure alignment of customer success motion, insights and actions with Product, Marketing, Sales, and Finance

  • Align with Executive Team around key metrics and objectives

  • With Marketing, drive company-wide definition and application of the ideal customer

  • With Product, create a company-wide customer feedback loop

Qualifications

  • 5+ years’ experience in developing and executing Customer Success function in a SaaS business model

  • Customer-focused with strong empathy and  passion for revenue, growth, and quality service (internally and externally)

  • Shows the highest level of integrity, intent, ability and results in all endeavors building trust with all stakeholders

  • Ability to manage influence through collaboration, persuasion, and negotiation

  • Ideally combined background of revenue retention and expansion responsibilities

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Excellent presentation, organization, listening and interpersonal skills, with an ability to write and speak succinctly

  • Ability to build teamwork and a healthy, respectful, yet driven culture.

  • Can think creatively to generate and implement unique programs and strategies.

Additional Information

Are you ready for Pitcher? Apply now!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: UK & EU only.

Please mention that you come from Remotive when applying for this job.

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