Senior Client Success Manager (m/f/d)

Digital Client Success Manager (Turkish & German Speaking) (m/f/d)

Berlin

Emarsys, An SAP Company, is the omnichannel customer engagement platform, which empowers marketers to build, launch, and scale personalized cross-channel campaigns that drive business outcomes. By rapidly aligning desired business results with proven omnichannel customer engagement strategies — crowdsourced from leading brands across your industry — our platform enables you to accelerate time to value, deliver superior 1:1 experiences and produce measurable results fast

(Adapting to our environment for office based, hybrid or remote working, we’ve hired and successfully onboarded a multitude of people across every division and region, developing ways of working to make sure new joiners feel part of our team. That being said, please let us know if you have any specific requirements as part of the recruitment process that will help us better accommodate you and improve your experience)

We are looking for a multi-lingual Digital Client Success Manager (Turkish, German & English) to join our successful and growing team! The Digital Client Success team is a global, agile, self-organizing team whose mission is to drive the digital journey for our clients and to deliver a seamless, world-class customer experience by ensuring that a minimum set of consistent touchpoints are provided for each client. As a Digital Client Success Manager, you will work as part of a global team to develop and manage client relationships across engagements, act as subject-matter expert and commercial point of contact, responding to client queries.

As part of your role, you will effectively perform account reviews, risk assessments, and renewal opportunity management and forecasting, with ultimate responsibility for satisfaction, adoption & retention.

The role is perfect for someone who wants to work in a fast-paced SaaS business, understands what a fully digital/automated customer experience means, and is passionate about being part of the digital transformation journey. This customer facing role seamlessly blends commercial elements with both conceptual and operational responsibilities.

YOUR AREA OF RESPONSIBILITIES

• Act as a trusted advisor aligning our solutions with clients' business and marketing objectives.
• Proactively manage commercial requests and effectively handling outbound communications for a shared portfolio of Digital Segment clients,
• Leverage growth opportunities by working with Client Success Leadership and Growth Consultants to evaluate potential cross and up-sell opportunities.
• Work closely with senior stakeholders to optimise our customers use of SAP Emarsys, identifying opportunities for automation and deeper platform integration.
• Monitor contract renewals in Salesforce (SFDC), strategize retention tactics and manage timelines to ensure prompt service and secure long-term revenue through timely contract extensions.
• Act as an escalation point for customer-specific issues, identifying potential risks and working with team members and internal departments to develop effective mitigation plans.
• Maintain operational excellence by adhering to established processes, systems and documentation protocols.
• Collaborate across teams—Technical Services, Professional Services, and Strategic Services—to deliver an exceptional customer experience.
• Stay up to date with product developments, industry trends and updates by attending regular internal training sessions.

YOUR PROFILE

• A highly energetic and motivated individual with a strong passion for marketing and technology, particularly in the digital space.
• The ability to thrive in a fast-paced, high-growth environment, demonstrating adaptability and resilience.
• A customer-centric mindset with a strong focus on problem-solving and a high level of accountability and commitment to your work.
• Excellent communication, relationship management and negotiation skills with the ability to present to senior management.
• Experience of working with a global team and a multilingual customer base is preferred, and the willingness to work within a predefined set of actions is required.
• The ability to embrace change, think strategically and make complex decisions under pressure is essential.
• We value a process- and task-oriented approach, with an emphasis on organisation and meticulous attention to detail.
• Fluency in Turkish, Englishand German (both written and spoken) is required.

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