Customer Success Manager (CSM)
We are looking for a customer success manager who possesses a strong drive for results. The CSM is the first point of contact from the customer and can translate the requirements from the customer into the opportunities ImpactBuying offers. Focusing on the business outcomes and identifying new opportunities for growth within your accounts.
Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients and minimizing churn. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.
Your profile
- You are a commercial talent and have the ability to meet turnover targets regardless circumstances
- You are positive, motivated and customer-oriented
- You have strong organization and presentation communication skills
- A propensity for relationship building
- Leadership skills – Customer Success Managers often take on leadership roles for the Customer Success Team
- You have a strong interest in sustainability
- You work accurately and structured
- You are analytical and have an eye for detail
- You are able to be flexible in changing plans
Your key responsibilities
- Drive customer adoption of Impact Solutions
- Continuously prove ROI to your customers
- Consult on best practices, workflows, and management business reviews
- Develop multi-purpose relationships throughout customer organizations
- Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
- Record customer activity, outcomes, issues, and communication in customer management tools
- Analyze client data to make on point suggestions on how to further increase the value retrieved from the Impact Buying solutions
- Provide excellent demonstrations for customers
- Proactively inform your Client on relevant product updates that have been released.
- Improve customer onboarding processes
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization
- Handle and resolve client requests and complaints
- Ensure and deliver high product quality
Requirements
- Excellent communication and interpersonal skills
- Commercial approach
- Demonstrate leadership qualities
- Organisation sensitivity
- Highly organized and able to multi-task
- Self-driven and proactive nature
- Knowledge of customer success processes
- Patient and active listener
- Passion for service
- Higher Education (Bs or equivalent)
- Proven experience with customer success management
What we offer
- A position that enables self-initiative and ownership
- A great place to work with motivated, professional and enthusiast colleagues
- Attention for professional and personal growth
- Possibilities to grow within a company that is growing
- Flexible working conditions with a working from home allowance
- A market conform salary
- Pension Plan
- 25 vacation days
- Impact Buying is a B-Corp organization
- IB is a company that values diversity, equity and inclusion
In short
- Are you enthusiastic about making an impact with the work you do? Then this is the job for you.
- 36 – 40 hours a week
- Working in an international organisation with 75+ colleagues
- Working together with IT, sales and Data Services
- IB is a company that values diversity, equity and inclusion
