THE ROLE
We are looking for an (Senior) Customer Success Manager (f/m/d) who is excited to join us in building the first global supplier search engine. As a tech-driven company we are looking for support to grow the business commercially and be at the forefront of digital transformation in the procurement space together with our customers.
WHAT WE OFFER
● Working in a fast-paced environment with challenging tasks (zero-boredom-guarantee)
● High ownership and the freedom of managing your own projects
● Direct collaboration with the founder
● Rapid professional development with steep learning curve
● Awesome team events and an inclusive company culture with a diverse team
YOUR RESPONSIBILITIES
● Manage Enterprise Accounts: Develop and maintain trusted advisor relationships with Senior Stakeholders at B2B customer organizations (e.g. with Director, VP Level); create and execute Joint Success Plans, establishing critical goals to help customers achieve their objectives
● Develop Partnerships: Proactively identify upsell opportunities and new business potentials at your managed Accounts
● Manage Projects: Align with users on eSourcing project needs and ensure a seamless experience from onboarding to ongoing support in alignment with internal teams, e.g. Product Operations
● Deliver Product Demos / Webinars: Showcase our offerings to potential new users within the customer organization highlighting key features and benefits of Alpas
● Creating insights: Translate customer usage data into actionable advice for Customer Senior Stakeholders and translate results into tangible Success Stories
● Monitor KPIs: Measure and report customers’ achievement of critical performance indicators internally and leverage data to effectively drive successful adoption and retention of your accounts / users
● Drive Innovation: Act as the voice of the customer to drive the evolution of Alpas’ product and platform functionalities e.g. through sharing your insights on Customers’ needs & painpoints with Product Management
● Enhance Customer Success Practices: Contribute to the development of CS best practices e.g. with regards to Customer Onboarding, the Tool Stack and the overall Customer Journey to enhance team expertise
The role of a Customer Success Manager focuses on delivering value to our customers, managing the relationships, and providing excellent customer support to avoid churn, drive growth and maintain our customers’ high satisfaction.
YOUR EXPERIENCE
● 3+ years proven track record in consultative Customer Success managing large customers, ideally in a complex B2B SaaS tech company
● Ideally, 2-3 years of work experience in start-up environment or similar (e.g. consulting)
● Proven track record of successful project management and customer communication
● Exceptional communication skills, with the ability to build credibility with both Executives and operational teams on both Customer Success and Procurement topics
● Ability to identify upsell opportunities and develop actionable plans to drive expansion
● Affinity for tech and data science topics
● Native-level German and excellent English
● Proficiency in Microsoft Office
● Optional: Experience in B2B startup in procurement and/ or supply chain management
About us
Alpas is proud to be an equal-opportunity employer. We view diversity as a moral imperative and competitive advantage. We are committed to equal employment opportunities regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please let us know.
