The Client Success Manager (CSM) is a critical, client-facing role responsible for the care of a named portfolio of accounts in the Central European region. Using a variety of treatment models, a CSM will drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion through value articulation. A CSM will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.
Primary Duties of the Role:
- Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations including marketing, merchandising, customer service, product development, and distribution relationships.
- Observe and track trends across portfolio to develop best practices
- Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, Matik, etc)
- Discover and influence client’s internal metrics for success working with Bazaarvoice, and ensure the client knows how to achieve and measure those results
- Help key stakeholders understand the value they are receiving from Bazaarvoice
- Manage client health by identifying, documenting and working with cross-functional team members to mitigate risk and develop successful client outcomes
- Promote new feature adoption to enhance client satisfaction and program performance
- Prioritize portfolio to effectively manage bandwidth and customer prioritization.
Skills and Experience Necessary for the Role:
- 3-5 years in an account management or client-facing role
- Fluent in German and English, Native or C1 minimum.
- Dutch language, nice to have.
- Skillful in time management, organizational systems, and prioritization
- Sufficient in meeting deadlines and expectations with minimal supervision
- Basic experience with Microsoft Office and Google suites
- Confident and solid written and verbal communication
- Comfortable communicating across multiple methods with both known and unknown points of contact
- Curious mindset and strong desire to learn
- Experience with Gainsight a plus, but not required
- Experience with software, online and/or other marketing/eCommerce technologies a plus, but not required
- This role is vital in ensuring we forge ongoing and strategic relationships with our clients. You will work in a vibrant and exciting area of e-commerce with brands and retailers in a fast-paced, high-growth environment.
