Customer Success Manager EMEA

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Customer Success Manager EMEA

Department: Commercial

Employment Type: Full Time

Location: Europe

Description

Team Internet is hiring a Customer Success Manager, Brand Services (EMEA) to manage, grow and retain our Brand Services customers. Our mission is to safeguard our client's digital presence, ensuring brand protection, security, and growth in the ever-evolving online landscape. Our solution "BrandShelter" provides companies and brand owners with services aimed at managing and securing domain names as well as protecting brand-use on the internet. The brand protection service offers extensive monitoring of trademark usage on the Internet by unauthorised persons and provides support for the corresponding countermeasures.

The purpose of this role is to manage Brand Services client accounts by focusing on customer success, retention, and growth through CRM-driven insights and analytics. The role involves onboarding new clients, ensuring customer satisfaction, and leveraging CRM data to improve performance and drive revenue growth.

Based on the location of the role, the role will be based in a country where we have an existing payroll setup. We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact.

Key outcomes of the role

• Client Success Management: Act as the main point of contact for clients, using CRM data to track performance and ensure customer satisfaction across the EMEA region
• Retention and Growth: Exceed customer retention and revenue targets using CRM analytics for forecasting and reporting
• Onboarding: Manage the seamless onboarding process for new clients with CRM insights
• Operational Support: Ensure timely updates and actions in CRM to reflect client engagement
• Reporting: Provide weekly and monthly reports on KPIs, customer health, and revenue performance driven by CRM data
• Strategic Planning: Develop tailored business plans for key accounts using CRM to identify growth opportunities
• Issue Resolution: Support the resolution of customer issues and escalate when needed, using CRM for a quick response
• SLA Management: Track customer projects and deadlines, ensuring successful outcomes using CRM data
• Collaboration: Work with cross-functional teams like sales, marketing, and customer care to optimise strategies and identify growth opportunities
• Revenue Optimisation: Use CRM insights to identify upsell and cross-sell opportunities

Self-Development:

• Focus on continuous learning, improving CRM analytics and customer success skills
• Seek feedback to enhance performance

Key Relationships:

• Collaborate with the Customer Success Team, marketing, sales, and product teams to align strategies for growth, customer satisfaction, and business continuity

About you

• Have a passion for customer success and account management
• Bring demonstrable experience working across the EMEA region
• Enjoy a fast-paced environment
• Proven experience in Online Brand Protection and/or Corporate Domain Management
• Be able to understand our product
• Be curious, research, and ask questions
• Be result and target driven
• Demonstrate excellent communication skills, both oral and in writing, with the ability to manage and nurture relationships with multiple stakeholders
• Have exceptional organisational skills and attention to detail
• Experienced in utilising CRM tools to drive customer retention, satisfaction, and growth
• Be a creative thinker, always thinking "how can we"
• Show a strong desire to succeed and make a difference

Experience and skills that will help you succeed

• Strong knowledge of CRM systems - ideally Salesforce or HubSpot
• Excellent analytical skills with a focus on using CRM systems for customer health metrics, forecasting, and performance analysis
• Ability to identify growth opportunities, upsell, and cross-sell based on CRM data and customer success insights
• Problem-solving and troubleshooting expertise, particularly in resolving customer issues and escalations through data-driven insights
• Strong collaborative skills, working effectively with cross-functional teams to ensure a unified customer success strategy
• Fluency in both English and German
• Willingness to travel, both internationally and regionally for conferences and events

What's in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few...

• We are collaborative, fair, consciously inclusive, and flexible
• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We invest in the development of our people to drive our ambitions forward
• We offer a range of benefits (including your choice of tech) and a competitive package
• We offer a great work environment in an internationally successful enterprise in the online services industry

If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at talent@teaminternet.com