Retouch Manager [Customer Success]

Retouch Manager
[Customer Success]
Berlin, Germany

ABOUT PIXELZ
At Pixelz, we help photo studio professionals beat deadlines by providing reliable, AI-powered retouching at scale.

Over the years, we’ve innovated in response to the industry challenges of fluctuating image volumes, manual workflows, and inconsistency in image quality. In trying to solve these issues, we developed the concept of S.A.W. – Specialist Assisted Workflows.

An idea of splitting the retouching workflow into many different production steps assisted by AI, machine learning, and various other methods of automation. A completely different way of handling retouching than anyone had ever done before.

The result is a retouching service offering unprecedented speed, consistency, and scalability. Together with delivering an outstanding customer experience, this is the reason we are trusted by leading fashion brands around the world.

We are a technology company powered by a talented and passionate team spread across 8 countries hosting a team of 500 people globally. With our diverse team, we are able to push boundaries, embrace change and innovate to create more and better opportunities for our customers, our colleagues, and the communities we are a part of.

Our three core values are:

Let Data Decide. We empower each other to act when we see an issue or opportunity. We take pride in our work, speak up, and continuously improve without the fear of failing.

Build Genuine Relationships. We are in it for the long term. We treat our colleagues, customers, and partners openly and honestly.

Own It. We empower each other to act when we see an issue or opportunity. We take pride in our work, speak up, and continuously improve without the fear of failing.

THE ROLE
Given our strong focus on building genuine and successful long-term relationships with our clients, the Retouching Manager plays a critical role as the direct owner of a portfolio of our enterprise clients. The role will work as an extension of the client’s creative team and will be responsible for driving success for our clients throughout the customer journey.

The Retouching Manager is to fully understand the image editing, retouching, and workflow needs of our enterprise accounts (leading fashion brands, online retailers, and commercial photo studios) and clearly communicate their requirements to our production team to ensure consistent quality.

The Retouching Manager plays a key role in our organization and will, as part of the Customer Success Team, work closely with and report to the Customer Success Director. The role requires proven experience driving success for enterprise accounts within the fashion industry and, ideally, a studio or creative team management background.

TOP 4 JOB RESPONSIBILITIES
Enterprise Pilot Support

1. Support the Sales and onboarding team during the pilot process by communicating directly with prospective clients to fully understand their retouching and workflow requirements.
2. You are in charge of the pilot results and, together with sales, responsible for an extraordinary customer experience from day one.

Client Onboarding

1. Serve as the technical point of contact for new enterprise account setups.
2. Lead the onboarding process by translating the client’s visual requirements to our production team and system and handling client systems training.
3. Hold regular client calls/in-person meetings and manage resulting follow-up questions and communications.
4. Manage challenging client situations with guidance from the Customer Success Director.

Creative Consulting

1. Create successful client relationships by developing effective visual strategies and workflows that achieve client goals.
2. Proactively offer new and innovative ideas to the client to enhance their success.

Account Management

1. Build successful client relations and handle day-to-day operations with enterprise clients.
2. Continuously monitor and analyze the client usage of our services and enable increased feature adoption to drive enterprise Customer Success during retention.

WHAT SUCCESS LOOKS LIKE
The Retouching Manager is expected to collaborate with the Production, Sales, and Platform Teams to achieve the following objectives for the client portfolio:

1. Achieve ≥ 110% net revenue retention
2. Achieve ≥ 80 NPS score
3. Achieve enterprise annual churn rate ≤ 5%
4. Achieve ≤ 3 hours average client response time
5. Achieve ≥ 99.5% successful image editing deliveries
6. Complete new client onboardings within agreed timeframes

REQUIRED EXPERIENCE/SKILLS

1. 5+ years of client service/account management experience with leading brands or high-profile accounts
2. Expert understanding of E-commerce and Editorial retouching
3. Flexibility to schedule meetings and calls around our clients’ schedules
4. Excellent Project management skills
5. Ability to travel up to 30% and with short notice
6. Ability to present and report in front of a bigger audience
7. A bachelor's degree in photography or Photo design is preferred
8. Fluent English
9. German and Spanish preferred. If not available, willingness to attend appropriate language courses

SOFTWARE EXPERIENCE

1. Adobe Photoshop (Advanced level)
2. Adobe Lightroom (Advanced level)
3. Capture One (Advanced level)
4. Any DAM, CRM, and ERP

WHY PIXELZ
Our people, culture, mission, and additional benefits help make Pixelz a great workplace for you! Take a look into what it means to work for Pixelz:

1. You are part of an international tech company with a Danish culture and flat hierarchies
2. An attractive salary and a remote hardware setup
3. 28 days of paid vacation, plus another two days after 2 and 5 years.
4. A modern office in the heart of Berlin, looking over the Bundestag & großer Tiergarten
5. Regular company and team events such as CS Meetups in different European cities where Pixelz has offices.
6. A multicultural environment with outstanding talents
7. Structured 6 Month onboarding process
8. Up to 70% Homeoffice & Remote Work

We’d love to hear from you if you are enthusiastic about customer success and believe you have the qualifications to excel in this role.

To apply, please follow these instructions:

1. Send your resume and a cover letter outlining your relevant experience to alexis@pixelz.com with the subject line: “Customer Success Manager Application - and Your Name
2. In your cover letter, please address the following:
   1. Your understanding of the importance of customer success in the creative industry.
   2. Your experience in managing and growing customer relationships.
   3. How you have contributed to the success of previous employers or clients.

Application Deadline:
Please submit your application by October 6th, 2023.

At Pixelz, we value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

We appreciate your interest in joining our team and look forward to reviewing your application.

Pixelz is an equal-opportunity employer.