Customer Success Manager (f/m/d)
About Valiantys Valiantys is the leading global consulting and services firm dedicated to Atlassian. We accelerate business transformation by digitizing processes and modernizing teamwork, using the best Agile methods and tools. Our Atlassian technical expertise is unparalleled and we support our customers across the entire spectrum of their projects on those platforms. Because teamwork requires more than just tools, we help them bridge the gap between their applications and strategic practices such as SAFe and ITIL. Over the last 15 years, we have helped in excess of 5,000 customers to achieve their desired business outcomes at a reduced time to value, through improved team collaboration. At Valiantys we talk straight, we share and take part, we are mindful of what matters, we make every interaction remarkable and we never stand still. If you think the 5 values sound familiar to you, we bet you will love working with us! Your assignment Valiantys is looking for a remote Customer Success Manager based in Germany. Reporting to the Customer Excellence Team Manager, you will have to deal with German and European customers and be responsible for the full customer satisfaction process. You will manage a customer's portfolio and be available when needed to provide the best customer experience possible. Our training program will allow you to progressively acquire the skills and knowledge of the tools necessary to do your job. Things you'll be working on: Onboard new customers Ensure contract specifications are aligned with existing offer Organize kick-off meetings (team/tools/policies/processes presentation) In collaboration with the customer, define a dedicated success plan Monthly reviews with customers Prepare and present monthly reviews. Analyze Key Performance Indicators (KPIs). (utilization rate, daily escalations...) Propose customer-focused improvements Follow-up of topics Project Management Oversee multiple implementation projects of internal and external clients. Develop Project Plans and ensure that implementations are performed on time, on budget and to the customers' satisfaction in delivery of their contract. Continuous Improvement on customer implementations and satisfaction Management of Asset & customer’s Knowledge Base Interface between managed services and delivery/sales teams Provide information/training sessions to existing teams and new joiners Provide specific procedures to managed services team members Work with all internal resources to manage client issues escalation and quick resolution Monitor / Report to the other MS managers Share some KPI's : Asset Management, Customer classification, Customer Health Score, Early Warning System… Follow success plans Security Incident Supervise the communication process from the Managed Services team to the Marketing team Be available for customers when there are some issues (maintain the communication, create and follow the action plan) What you'll need to be successful You've just graduated from an engineering school, or you have a Bachelor's Degree and at least 3 years of experience in customer technical support in an IT company. You must be fluent in both English and German (C1/C2 for both) , with professional written & oral communication skills. And you… have the ability to provide great customer satisfaction on a human level is what will make a difference! have good resistance to pressure, are craving a dynamic work environment where you'll have a large amount of autonomy and responsibilities, are a great listener and have a real sense of the end result, like to dig into topics to find a solution for our clients and are not afraid of contacting Valiantys colleagues or customers. Ideally, you have already worked with Atlassian tools and are comfortable with the ecosystem. Otherwise, you are a curious and fast learner! Previous work experience in an international context is appreciated. Why you should apply? People are our biggest asset and we work hard to make sure Valiantys is not only a great place to work but also provides a platform for you to grow. Ownership. You will have a very strong influence on the strategy and will have ownership of your scope. Training. We provide the time and budget to help you grow. Flexibility. We understand life is about balance and we provide flexibility and support to help you achieve your life goals. Salary & benefits: We reward our people well for their hard work plus we have an excellent benefits package. eGym Wellpass With a eGym Wellpass membership you have access to various fitness studios throughout Germany Originally posted on Himalayas