- Reference: GJ44457
- Job Type: Permanent
- Location: Galway
- Category: Sales
Digital Customer Account Manager, Galway
An exciting opportunity on site with our client: we are seeking a Digital Customer Success Manager for their Galway site.
PURPOSE AND OBJECTIVES
Digital transformation is fundamentally changing every industry. While this transformation is now pervasive for consumers – from songs and books all the way up to online purchases of cars – everyone in the business world wants that same simplicity of digital consumption as well. To stay ahead of this disruption, my client has created a digital business unit that will allow anyone to buy and use the software and 3rd-party offerings with minimal human interaction.
As a Customer Success Manager, you’ll be responsible for maximising the value customers generate from our solutions and in turn maximise the value the software can derive from our customers for sustainable bookings and growth. Once a customer has made the initial transaction, you enter the scene and own customer relationships, ensure customer adoption, convert a trial customer to paid customer, deliver measurable bookings results and create a culture of customer success at SAP Digital.
All members of SAP Digital build a culture of curiosity and persistence, are hands-on and hold themselves accountable to the team. We think exponentially with a mindset of abundance and are inclusive of other peoples’ opinions.
EXPECTATIONS AND TASKS
Ensure adoption of our products through personal product enablement, technical enablement and on-going support, leading to customers getting maximum value, as quickly as possible. This leads to conversion from no cost to paid, and upgrades of existing customers.
To do so, become an expert on the SAP Digital Products, including implementation and development of use cases of SAP Digital products connecting to top business goals and requirements of customers.
Work closely with customers to ensure SAP Digital products are adopted into their teams’ daily workflow, generating positive ROI and growing lifetime value for SAP Digital.
Maintaining visibility into product performance and customer feedback to communicate with Customer Success and other teams. Work closely with customer and internal teams to resolve issues promptly and minimize customer churn.
Measure and work to increase customer satisfactions ratings such as Net Promoter Scores.
Act as primary escalation point for your accounts.
Facilitate regular Account Reviews with customers to confirm their goals are being met
Identify areas for customer growth: expanding users within an organization or cross-selling other SAP Digital products.
Building customer advocates who will speak on behalf of SAP Digital as a reference and share success stories in SAP Digital events and content.
Customer Success Manager will represent the voice of the customer at SAP Digital and work closely with internal teams to create an organization-wide culture of Customer Success.
Be an advocate for customers’ product feature priorities internally within SAP Digital and align with product team around driving product roadmap.
Partner with Go-To-Market team (includes Marketing team) to share customer stories and help develop marketing collateral.
Identify opportunities for continuous improvement – within accounts, across Customer Success team and across SAP Digital.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
High aptitude for quickly learning about products and translating that knowledge into customer business value propositions.
You are a fluent German & French & English (plus ideally another European Language) speaker.
Experience working closely with demand generation, marketing operations, sales operations and analytics teams to increase customer satisfaction and sales
You have led projects from conception to closure, and have experience leveraging internal resources to get things done.
Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, digital media. Experience using Marketing Automation, CRM or related applications is a plus
Strong analytical and communications skills
Ability to juggle multiple projects, prioritise, and scale
3-5 years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company, where you developed strategies on assigned accounts to fully leverage technology solution
For a confidential discussion and more information on the role/company please contact Alison Comiskey on 091-706719 or email firstname.lastname@example.org
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