Customer Success Manager - Commercial Accounts

3+ months agoMunich, Germany
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia and the UK!

Job Overview:
This is an associate level account management position. Our Customer Success Managers own the long-term relationship with our clients, and are motivated by client retention, providing business solutions and identifying opportunities to extend products and services into the client account. As our superstar Customer Success Manager you will act as an online strategist where you’ll consult our clients to develop measurable joint marketing programmes that meet their business objectives. It is a pro-active and demanding role, requiring strategic planning skills and the ability to deliver value-based messaging to motivate client action.
Is this opportunity a good fit for you?
Bazaarvoice are client obsessed and as the job title suggest, this is a heavily client orientated role so we’re expecting you to possess the same passion and drive too! This is a junior level account management position.
You’ll be responsible for owning a portfolio circa 50-70 client accounts, so you must have a highly disciplined and organised approach to servicing clients simultaneously and in a programmatic manner. You’ll be someone who can comfortably prioritise your workload and easily build trust and rapport when developing and owning client relationships through phone, webinars, e-mail and events. This role is autonomous in that you’ll be able to manage your own time around clients’ availability.
You’ll love discovering the clients’ internal business success metrics and be able to advise, influence, and define key ROI measurements. This will include recommending strategies and tactics to achieve the desired results. You will ensure that key clients stay on track in their execution of their success plans, so educating and helping them understand the value they are receiving from Bazaarvoice’s solutions is essential. This also includes consulting clients to promote and leverage customer-generation content for their websites and other channels (online and offline).
Moreover, you’ll also be a very strong planner and be able to look 6 months ahead of each client’s contract renewal and facilitate that process. You’ll be proactive in identifying and advocating opportunities to expand the scope of Bazaarvoice’s footprint within the client’s business. Finally, you’ll also advocate internally for client needs within Bazaarvoice and ensure your individual customer achievements are recognised internally too.
This role is vital in ensuring we forge on going and excellent strategic relationships with our clients. You are going to be working in the vibrant and exciting area of social commerce with some of the world’s leading brands.
This is a great opportunity if you come from a SaaS/ E-commerce business development background and looking for a career move into account management or already in an account management role and seeking a new learning curve and challenges! If you have the relevant experience, please apply today! 

The key things we are going to be looking in your CV and assessing you on are:

  • Fluent German and English language skills (written and verbal Essential) – to elaborate, you’ll be responsible for managing clients across Europe.
  • Proven work experience in a client services/ relationship role, ideally within software, online and/ or other marketing/ e-commerce technologies.
  • Ability to manage high volume of accounts and client relationships concurrently.
  • Customer-centric oriented with a focus on delivering value (KPIs definition tracking).
  • Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.
  • Industry knowledge in any of the following appreciated, but not required: retail, manufacturing, consumer electronics, CPG, media or financial services.
  • Outstanding oral, written, and presentation skills.
  • Attention to detail, highly organized, with an absolute focus on quality of work.
  • Full authorisation to work in Germany with no restrictions, sponsorship will not be provided.

Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.  
We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA. 
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity. 
We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation
We seek to innovate as we are not content with the status quo. 
We embrace agility and experimentation as an advantage.

Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives. 
We champion what’s best for Bazaarvoice before individuals or teams.  
As a stronger company we build a stronger community.

Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
Client-provided location(s): Munich, Germany
Job ID: c5ad08f6-5a0a-4cbb-b892-f0bb4a0c6677