Client Success Manager

Blank; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A technology company in Hamburg is seeking a Client Success Manager to enhance client experiences through expert support and proactive relationship management. The role involves collaborating with internal teams, gathering client feedback, and improving onboarding processes. Applicants should have a strong background in client success with at least 5 years of experience, possess excellent communication skills, and be fluent in both English and German. Competitive salary and remote work options are offered.

Leistungen

Competitive salary and benefits package

Supportive and inclusive work environment

Remote work

Qualifikationen

• 5+ years of experience in client success, customer service, or a related role.
• Experience with Amazon Ads or general ad tech required.
• Ability to work independently and collaboratively in a fast-paced environment.

Aufgaben

• Maintain strong relationships with key agencies and brands.
• Provide lead support for client escalations.
• Gather client feedback to inform product team.
• Work closely with sales and product teams.
• Track client engagement metrics to identify growth opportunities.

Kenntnisse

Client relationship management

Problem resolution

Communication skills

Interpersonal skills

Cross-functional collaboration

Fluency in English

Fluency in German

Ausbildung

Bachelor’s degree in Business, Communication, or a related field

Jobbeschreibung

Who We Are

Xnurta is an AI-powered ad management platform for brands, sellers and agencies, on Amazon and beyond. We deliver exceptional advertising performance through AI-powered ad technology, advanced analytics and expert services that give advertisers unparalleled advantages. Our technology enables both advertisers and our own experts to create customized advertising programs that consistently increase sales, save time in campaign creation and optimization, and deliver consistent campaign performance. By providing advertisers with flexibility and transparency in how they want to utilize the best of AI and human intelligence, we empower them to customize the level of automation and granularity of their advertising strategies.

Our Values

• Humble Excellence: Humility is the cornerstone of excellence. We emphasize respect for clients and stakeholders, aiming to educate, serve and foster strong relationships.
• Always Learning Mindset: Continuous adaptation and a growth mindset are crucial to our team, as there’s always more to learn and new ways to innovate.
• Extreme Accountability: Everyone is expected to take full ownership, ensuring communication of any obstacles while delivering results.
• Diverse Thinking: While expertise in Amazon Ads is valued, we also prioritize diversity in experiences, including backgrounds from brand, agency, tech and other industries.
• Customer Obsession: A relentless commitment to understanding and prioritizing our clients' needs, ensuring exceptional service and value at every touchpoint to drive innovation and foster loyalty.

Position Overview

It is your responsibility as the Client Success Manager to ensure that our clients' experiences begin on the right foot, to provide best-in-class support to our clients, and to be the subject matter expert on all things Xnurta. The Client Success Management Team is client-centric and understands customer needs in all that they do. Additionally, you will continuously seek out opportunities to enhance our onboarding processes. You will build and scale workflows and documentation to support client growth. You will work cross-functionally with all internal stakeholders, identify up-sell opportunities, and find creative solutions to reduce churn.

Key Responsibilities

• Client Relationship Management: Maintain strong relationships with key agencies and brands while providing tactical and strategic support to our Enterprise accounts.
• Proactive Support: Providing lead support for client escalations as well as adopting a client-centered approach to solving problems.
• Feedback Loop: Gather client feedback and insights to inform product team of development opportunities and improvements, ensuring their voices are heard.
• Cross-Functional Collaboration: Work closely with sales, product, and support teams to address client needs and enhance the overall client experience.
• Reporting: Ensure clear communication with the Product Team by compiling product reports and systematically documenting errors.
• Performance Tracking: Track client engagement metrics and usage data to identify opportunities for growth and improvement.
• Client Education: Provide expert insight during webinars and sales support as needed while leading the development of training materials.
• Problem Resolution: Address and resolve client inquiries and issues efficiently, ensuring a positive client experience at all times.

Qualifications

• Bachelor’s degree in Business, Communication, or a related field preferred.
• 5+ years of experience in client success, customer service, or a related role.
• Experience with Amazon Ads or general ad tech required.
• Strong communication and interpersonal skills, with the ability to build rapport with diverse clients.
• Experience influencing internal and external stakeholders.
• Experience managing programs across cross functional teams, building processes and coordinating client care.
• Ability to work independently and collaboratively in a fast-paced environment.
• Fluent in English and German.

What We Offer

• Competitive salary and benefits package.
• A supportive and inclusive work environment.
• Remote work.

JOB CODE: 1000068