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Customer Success Manager - (SaaS)

Closing date
26 Jun 2022

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Technology & New Media
Contract Type
Full Time
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Our Customer Success Manager (CSM) is responsible for a book of business that amounts to approx. 35 - 50 existing clients. The CSM role is to help our clients to continually drive value from their investments in Sphera's technology/expertise and to make sure these accounts positively view Sphera. The CSM is responsible for renewing their clients (annual software service fee "support and maintenance") on multiyear agreements.

CSM's are responsible for identifying upsell and cross selling opportunities (white space) in their assigned accounts and supporting, facilitating requests for additionally services, consulting. The role will report into the Vice President of Customer Success Management for Sphera's international business.

Key Activities/Objectives
  • Manage client renewals;
  • Establish strategic business reviews with clients;
  • Facilitate the client engaging with Sphera's consulting team;
  • Identify opportunities in these accounts and facilitate the upsell and cross sell of other modules,
  • software offerings, services;
  • Identify clients at risk and resolve client issues;
  • Support clients attending Sphera events;
  • Establish clients as references;
  • Manage all system records that need completing as part of the process, i.e. SalesForce entries
  • and SharePoint; and
  • Collaborate with a broad set of colleagues to establish and maintain client satisfaction.

Key Skills and Attributes
  • Highly motivated, resilient and results oriented;
  • Self-disciplined with good time management and organizational skills, able to work
  • independently and towards common goals in a group sales environment;
  • Ability to work the SaaS software renewal cycle from quote creation to closing the multi-year
  • renewal in a business-to-business environment;
  • Excellent relationship and interpersonal skills;
  • Good listening and comprehension for a clear interpretation of the clients need;
  • Confident using SaaS technology and apps, ability to learn new applications; and
  • Ability to travel domestically and internationally.

Required Qualifications
  • Experience in customer success management or account management in Software industry;
  • Demonstrable knowledge of planning, prospecting, opportunity progression and closing;
  • Confident presentation and negotiation skills;
  • IT literate, office 365 and SalesForce CRM;
  • Ability to speak another language, preferably fluent in German
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