Strategic Customer Success Manager: Growth & Adoption

TravelCenters of America; España; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Fortra is seeking a proactive Customer Success Manager in Spain to partner with customers, drive adoption of our solutions, and boost satisfaction and long-term loyalty. You will manage relationships from onboarding to renewal, aligning customer goals with our capabilities while collaborating with sales, product, and services to deliver tangible outcomes.

The role requires strong presentation, written, and verbal communication, as well as the ability to travel up to 25%.

Qualifikationen

• 3-5 years in current role
• 2+ years related experience
• Bachelor's degree or equivalent experience
• Excellent presentation, written, and oral communication skills
• Strong interpersonal skills and experience initiating and building positive relationships
• Strong organizational and time management skills with the ability to manage multiple projects
• Cross functional leadership and team coordination skills
• Proven ability to navigate difficult and complex customer concerns with ease
• Creative problem-solver who acts confidently
• Demonstrated ability to research issues prior to escalating
• Subject matter expert in multiple brands
• Demonstrated negotiation and persuasion skills; ability to be tenacious
• Able and willing to travel on-site for customer visits as required by the business (up to 25%)
• Strong problem-solving and analytical skills with keen attention to detail

Aufgaben

• Maintains deep knowledge of the company's solutions and cybersecurity trends to guide customers.
• Provides expert guidance on product capabilities and tailor solutions to customer needs.
• Articulates business impact to help customers meet strategic objectives.
• Manages the customer journey from onboarding to renewal with high satisfaction.
• Utilizes data to identify improvements, manage risks, and shape success plans.
• Develops tailored action plans aligned with customer goals and internal strategies.
• Monitors customer health and engagement to prevent churn.
• Builds relationships across customer organizations from front-line to exec levels.
• Ensures customer value is clear and solutions align with desired outcomes.
• Delivers clear, impactful presentations to diverse audiences.
• Engages customers personally to understand needs and resolve issues quickly.
• Maintains quality and consistency across deliverables and communications.
• Identifies upsell opportunities with the sales team.
• Collects feedback to evolve solutions with customer needs.
• Collaborates with sales, product, and services for onboarding and ongoing support.
• Mentors junior CSMs and leads process improvements.
• Drives special projects to enhance engagement and efficiency.
• Continuously refine business analysis processes for better outcomes.

Kenntnisse

Presentation skills

Interpersonal skills

Organizational skills

Cross-functional leadership

Communication skills

Travel up to 25%

Ausbildung

Bachelor's degree or equivalent experience

Jobbeschreibung

Fortra is seeking a proactive Customer Success Manager in Spain to partner with customers, drive adoption of our solutions, and boost satisfaction and long-term loyalty. You will manage relationships from onboarding to renewal, aligning customer goals with our capabilities while collaborating with sales, product, and services to deliver tangible outcomes.

The role requires strong presentation, written, and verbal communication, as well as the ability to travel up to 25%.