Senior Customer Experience Manager - German Speaking

Jobtailor; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Customer Success/Account Management professional fluent in German to guide customers through onboarding, adoption, and renewal. You will partner with sales and product teams to drive value, retention, and growth across a portfolio of customers in cloud security and performance industries.

You will leverage data analytics and AI tools to uncover trends, prepare executive summaries, and define long-term success plans that align with customer objectives and company targets.

Qualificações

• Minimum of 3 years in a Customer Success/Account Management role or related sales.
• Fluency in German.
• 2+ years of cloud security or performance industries preferred.
• Bachelor's degree and/or other professional qualifications.
• Experience in commercial sales, negotiation, and deal closure.

Responsabilidades

• Manage customer engagement across the entire lifecycle from onboarding through renewal.
• Be a trusted advisor to customers by helping them adopt Cloudflare products and services.
• Work with account teams to plan and execute long term Success Plans with large customers to drive retention and growth.
• Own or participate in customer touchpoints including Business Value Justification meetings, Business Reviews, and Renewal Meetings.
• Negotiate and execute renewal contracts.
• Analyze data and leverage tools to identify up-sell opportunities.
• Collaborate with Product, Engineering, Support, Marketing and other teams to resolve customer issues and meet goals.

Conhecimentos

Customer Engagement

SaaS Retention

Data Analysis

Negotiation

Relationship Management

Generative AI Mastery

Communication

Formação académica

Bachelor's Degree

Ferramentas

CRM Systems

AI Analytics Tools

Descrição da oferta de emprego

Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful.
Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.
Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.
Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.
You are ultimately responsible for the retention and growth of your book of business.
Negotiate and execute renewal contracts in accordance with customer objectives.
You will be an expert in deal construction and pricing strategy. You will directly be designing renewals to create a win-win for customers and Cloudflare.
Analyze data and leverage tools to identify selling opportunities and business value.
Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
Develop and maintain long-term relationships with stakeholders in your account portfolio.
Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.
Manage customer feedback and product needs by providing feature requests to internal partner teams.
Able to prioritize effectively to handle multiple deals at the same time.
Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Requirements

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
• Fluency in German
• 2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
• Bachelor's degree and/or other professional qualifications.
• Direct experience in commercial sales, negotiation, and deal closure.
• Strong understanding of or willingness to learn about computer networking and “how the internet works,” with network security a plus.
• Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales.
• Excellent problem solving skills with the ability to creatively achieve resolutions.

Core Competencies

Demonstrates expertise in Customer Engagement and Account Management, focusing on SaaS retention and sales processes. Proficient in Data Analysis and Workflow Automation to drive customer success and revenue growth.

Highest-signal resume keywords

• Customer Success Management
• Fluency in German
• SaaS Retention Expertise
• Data Analysis Proficiency
• Negotiation and Deal Closure

ATS Optimization Keywords

Hard Skills

• Customer Engagement
• Data Analysis
• Workflow Automation
• Deal Construction
• Cloud Security Knowledge
• Commercial Sales Experience
• Problem Solving
• Generative AI Mastery
• Network Security Understanding
• Value Driven Sales Knowledge

Soft Skills

• Relationship Management
• Effective Prioritization
• Creative Problem Solving

Certifications & Qualifications

• Bachelor's Degree
• Professional Qualifications

Industry Keywords

• Cloud Security
• Performance Industries
• Customer Lifecycle Management
• Retention Goals
• Sales Forecasting

Tools & Technologies

• AI Analytics Tools
• CRM Systems