Overview

WHY SPRYKER?

Do you want to become a part of a team that calls itself “C4L” (Customers for Life)?

You will make everything super easy for our clients throughout the entire customer lifecycle, nurture the relationship to the smallest detail, and consult on all kinds of (too) simple and (too) complicated questions.

Join our Customer Success team as a Customer Success Manager (m/f/d) and help us to revolutionize the world of commerce!

YOUR CHALLENGES & OPPORTUNITIES

  • Proactively manage a portfolio of high-touch customers.
  • Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues.
  • Develop trusted advisor relationships with key stakeholders and executive sponsors.
  • Work closely with stakeholders, including product managers, developers, and executives, to align customer success initiatives with overall business objectives.
  • Understand customers’ business goals, needs, and priorities.
  • Develop and execute strategic plans for successfully implementing and adopting cloud solutions or PaaS applications.
  • Identify potential risks and develop mitigation plans to ensure the successful delivery of projects.
  • Develop customer-specific success plays (and plans) to ensure value realization, customer satisfaction, and retention.
  • Effectively communicate product evolution to our customers.
  • Advocate for customers’ needs and influence product roadmaps by providing insights into customer experiences and feedback to the product management team.
  • Establish a continuous feedback loop with customers to gather insights on the usability and effectiveness of the implemented solutions, driving continuous improvement.
  • 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.
  • Translate customer requirements into clear, actionable tasks for technical teams (support, product, services, etc.), ensuring that customer goals are understood.
  • Act as an escalation channel for inquiries outside the scope of the Support License Agreement (SLA) in a timely and productive manner. Act as the primary point of contact for all customer technical queries, effectively translating technical details and requirements between customers and internal teams in areas such as product development, support, and expert services.
  • 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.
  • Identify new expansion opportunities and align with cross-functional colleagues to convert on up-sell, cross-sell services & training.
  • Onboard new team members and coach junior team members.
  • Drive new ideas and processes.

OUR EXPECTATIONS

  • You have profound and hands-on experience in key CSM activities such as sales handover, onboarding, implementation, business reviews, renewals, and evangelism.
  • You have a proven ability to collaborate and build strong relationships with customers’ business stakeholders, especially at the project and executive levels.
  • You possess exceptional oral and written communication skills, exemplary attention to detail and follow-through, and a strong aptitude for expectation management.
  • You have a minimum of 3-4 years experience in the commerce space with a track record of developing customers.
  • You have at least 5+ years of previous experience as a Customer Success Manager or Account Manager.
  • You are eager to understand Spryker’s product, services, and implementation process.
  • You are comfortable discussing technical topics and can relay customer requirements to internal and external stakeholders.
  • You have a proven ability to solve complex problems confidently and calmly.
  • You are value-driven and passionate about ensuring customers reach their business goals by leveraging our Spryker platform.
  • You demonstrate proven resilience, grittiness, and a solution-focused mindset to manage a demanding customer portfolio and de-escalate critical situations.
  • You are familiar with agile program management methodologies, enabling flexibility and adaptability in project execution.
  • You have a passion for digital and sophisticated, complex business models.
  • Fluency in the English language is required, and fluency in the German language is a plus.
  • You strive for innovation and are curious and passionate about anything AI and automation-related.
  • Experience in QA as a product owner, product manager, or solutions engineer is a plus
  • Enterprise, B2B background, and/or a background in marketplaces are a plus.

SOUNDS LIKE YOU?

Do you get excited about all of the above? Our hiring manager, Pablo, is looking forward to you joining the team! Apply now, and let’s talk! #LI-Remote

ABOUT SPRYKER

Since 2014, Spryker has been enabling sophisticated digital innovation and helping global enterprises differentiate with its composable commerce platform. Its leading headless, API-first, enterprise-ready architecture is loved by organizations, developers, business buyers, and digital commerce executives worldwide. As a global leader for modern digital commerce, Spryker enables companies to become pioneers in Enterprise Marketplaces, B2B Commerce, and IoT Commerce. Spryker has empowered 150+ companies across the globe to future-proof their businesses and is trusted by brands such as Ricoh, Siemens, Daimler, BOSCH, ZF, Hilti, and ALDI. Spryker has a double-digit billion GMV on behalf of its global enterprise customer base and is backed by world-class investors such as TCV, One Peak, ProjectA, Cherry Ventures, and Maverick Capital.

Spryker is taking new markets by storm. We are expanding across continents to offer clients the most flexible and agile enterprise B2B commerce platform on the market through a unique, value-based sales and ecosystem-led approach. This requires a special mindset, relentless human effort, and lots of collaboration within the team, which is proudly called the Spryker Herd.
Learn more at: www.spryker.com

REASONS TO JOIN SPRYKER 

🤹  Flexibility: be your most productive, creative, and amazing self – work from anywhere, benefit from unlimited vacation days, and fully flexible working hours. To better settle in – use our office equipment allowance.

🧗 Growth: develop your skills further by spending a generous budget assigned to every Sprykee via self-learning tools, training, and workshops, as well as free language classes and knowledge sharing sessions. We provide each Sprykee with holistic and regular 360° feedback as well as personal and professional growth.

🪢 Diverse Herd: don’t aim to fit in – stand out and step up! We are passionate about many things and one of them is our authentic selves – embracing, working and collaborating across all of our differences. We are an equal opportunity workplace, partnering with different organizations, nurture Sprykee Affinity Groups and have our own Diversity Council.

✨ Spryker spirit: identify, connect, and exchange with our herd, living the Spryker spirit. Low ego culture and collaboration, live, hybrid and virtual team events, legendary parties in surprising locations where we gather our entire global herd.

🚀  Innovation: constant innovation lies not only at the heart of our product but is key to our DNA in all areas of business. Choose between the newest hardware versions, work with the latest tools and technologies and help us to become a global leader for next-gen enterprise commerce.

HERD STATEMENT

We are innovators, challengers, and proactive solution-seekers. We are empathic lateral thinkers and team players first. But above all, we are all different, and that is what makes our Spryker herd unique!

At Spryker, we are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or disability status.

Our Spryker herd welcomes all.

Spryker solely collaborates with selected agencies where terms and conditions are in place and does not accept unsolicited headhunter or agency sent resumes.

Check out our Career page, Instagram and LinkedIn for more.

Tagged as: 5+ Years