Customer Success Manager (m/f/d)

Full-Time     Berlin, DE

Responsibilities

TeamViewer is looking for an experienced Customer Success Manager (CSM) (m/f/d) to join our global Customer Success team. You will serve as a trusted advisor to customers and be responsible for the onboarding, adoption, advocacy, retention, and growth of your key accounts.

  • Establish a trusted advisor relationship with executive leaders, sponsors, and key stakeholders to discover their business needs and drive value from the implemented TeamViewer products
  • Be a dedicated partner to our customers and advocate customer needs and issues across all TeamViewer departments
  • Conduct customer periodic meetings, maturity assessments, and business reviews
  • Collaborate with customers to establish and quantify desired business outcomes or other key performance indicators
  • Create success stories with your customers and collaborate with the marketing team to turn them into case studies
  • Translate your hard work into new sales by leveraging evangelists and advocates among your customer base
  • Prepare customers to become a TeamViewer advocate.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Minimize subscriber churn through continuous engagement, value realization, education, coaching, and persuasion
  • Encourage customers to utilize appropriate TeamViewer resources (i.e. community, training, professional service engagements, webinars) to improve their adoption and satisfaction
  • Partner closely with other cross-functional team members (e.g. product management, engineering) to translate business needs and product requirements into improved solutions
  • Work collaboratively with enterprise sales teams across a diverse account base on strategies for increasing adoption, account expansion or retention, and loyalty
  • Utilize the existing tools and processes within the Customer Success organization and suggest improvements

Requirements

  • Degree in computer science, information systems, applied computer science, or similar education in an IT-related field
  • Experience with account management or customer success, preferably within the enterprise software industry
  • Fluency in German and English is mandatory, other languages are a plus.
  • Exceptional ability to communicate and foster positive business relationships at enterprise level
  • Experience advocating for customers and the ability to foster and cultivate relationships with key customers
  • Self-motivated, proactive team player with innovative ideas, diplomatic skills, and tact. Poise under pressure, thrives in a multi-tasking environment, and can adjust priorities on-the-fly
  • Experience with leading large projects and managing solutions for complex business challenges and technical issues
  • Account management experience with a focus on overcoming challenges and providing creative solutions
  • Experience with leading customer relationship management (CRM), customer success, case management, and analytics solutions
  • Ability to travel on occasion to customers or TeamViewer office locations.
  • Experience with coordinating across functions, including executive leadership, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations

What we offer

  • Contract location would be Göppingen, Stuttgart, Karlsruhe, Berlin, Bremen or Munich Germany 
  • We offer flexible work arrangements and home office option up to 50%
  • Grab the opportunity to provide active input on a fast-growing company and TeamViewer product downloaded and used thousands of times every day, all around the world
  • It's all about the team: become part of a community that values respect, support and open feedback
  • Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous, healthy growth
  • We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages
  • Benefit from learning opportunities – internal & external