Senior Customer Success Manager (M/f/d)

2 weeks ago
In a Nutshell
Do you want to become part of a team that calls itself "C4L" (Customers for Life)? But first, check out Chris, the most passionate CCO of this century, and how he is customer-obsessed (like the rest of us at Spryker) in this VIDEO.

If you, too, are "begeistert" by what you just heard and want to bring your communication mastery, strong service orientation, and unbeatable resilience to the table, we would like to meet you.

You will be making everything super-easy for our clients along the entire customer lifecycle, nurturing the relationship to the smallest detail, and consulting with all kinds of (too) simple and (too) complicated questions.

Join our Customer Success team as Senior Customer Success Manager (m/f/d) and help us revolutionize the world of commerce! See details at Spryker Excite.
Your challenges
  • Proactively manage a portfolio of high touch customers 
  • Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues
  • Develop trusted advisor relationships with key stakeholders and executive sponsors
  • Understand customers business goals, needs, and priorities 
  • Develop customer specific success plays (and plans) to ensure value realization, customer satisfaction, and retention
  • Identify new expansion opportunities: up-sell, cross-sell, services & training
  • Effectively communicate product  evolution to our customers
  • Drive advocacy for customer requirements and feature requests
  • Collaborate closely with various cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to drive better results
  • Act as an additional escalation channel for support inquiries in a timely and productive manner
  • Onboard new team members & coach junior team members
  • Drive new ideas and processes
  • This role requires mostly virtual communication to clients, but you’re up to some travel to customer sites every now and then (0-30% time)
Your profile
  • Profound and hands-on experience in key CSM activities (Sales Handover, Onboarding, Business Reviews, etc.)
  • Proven ability to collaborate and build strong relationships with customers Business Stakeholders, especially at the Executive level
  • Exceptional oral and written communication skills and attention to detail
  • Minimum 3-4 years experience in the Commerce space with a track record on developing customers
  • 5+ years previous experience as Customer Success Manager or Account Manager 
  • Proven ability to solve complex problems 
  • Value-driven: A passion for ensuring customer reach their (business goals) leveraging our Spryker
  • Resilience and solution-focused mindset to de-escalate a critical situation
  • Passion for digital and sophisticated, complex business models
  • B2B Background and/or background in marketplaces a plus
  • Self-motivated, continuous learner, strong team player
  • Fluency in the German language is a must-have, as well as fluency in the English language
About us
Spryker enables companies to become digital pioneers in B2B, Unified Commerce, B2C, and marketplaces. The innovative platform-as-a-service solution with over 50 API-based packaged business capabilities (PBC) is cloud-native, and its flexibility makes it attractive for companies and developers.
The Spryker Cloud Commerce OS has empowered 150+ companies to manage transactions worldwide. It is trusted by brands such as Toyota, Hilti, Lekkerland, Hero, Rose Bikes, and Prym.
Our modern offices are located in the digital metropolises of Berlin and Hamburg and other locations such as Amsterdam and New York. We are taking new markets by storm!
The international Spryker team is constantly working with new, exciting customers, technologies, innovative approaches and is looking for talented people who want to revolutionize the digital commerce world with us.
Learn more at www.Spryker.com.

  • We integrate work into our lives, not the other way around: To be your most productive, creative, and amazing self, make use of our work from anywhere policy, benefit from flexible and unlimited vacation days and flexible working hours from 6 am to 10 pm. We offer fresh fruits, healthy cereals, and cool drinks in our newly designed offices to support your health.  Benefit from our remote budget and monthly internet subsidiary and set up your own personalized mobile office.
  • We challenge and grow: Our mission is to provide each Sprykee with a framework for holistic and regular 360° feedback as well as for personal and professional development, enabling you to master daily challenges and continuously develop your own skills further via self-learning tools and training. To invest in your future, we offer a company pension scheme and free language classes. 
  • We focus on our vision: Join an ambitious global journey,  work and collaborate with masterminds and best-in-class colleagues while enjoying trust, flexibility, and full ownership to excel in an outcome-oriented environment. Go green with us, Spryker is a climate-neutral company, and together with our employees, we support climate action projects. Grasp our vision even better during our regular all-hands and executive Q&A sessions. 
  • We celebrate our success: Knowledge sharing sessions, digital Yoga and work-out classes, thanksgiving dinners, “Glühwein” nights, regular “herd events” such as cocktail mixing workshops, BBQ, movie nights, and many more allow you to get in touch and exchange with colleagues living the Spryker spirit and never stop learning.
  • We live and breathe innovation: Constant innovation is not only essential to our product but also the key to our DNA in all business areas. Choose between the newest hardware versions, e.g., Mac or Lenovo laptops, and work on the latest business models and technologies. We strive for excellence in everything we do, so help us by providing feedback and suggestions via regular internal pulse surveys.

We are innovators, challengers, and proactive solution-seekers. We are empathic lateral thinkers and team players first. But above all, we are all different, and that is what makes our Spryker herd unique!

These various approaches, ideas, cultures, passions, and solutions make us strive to hire great people from a wide variety of backgrounds globally. At Spryker, we are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or disability status.
Our Spryker herd welcomes all.

Spryker solely collaborates with selected agencies where terms and conditions are in place and does not accept unsolicited headhunter or agency sent resumes.

At Spryker, we are convinced that we are driven by true passion, and by embracing the team and supporting each other, our herd can manage any change in an adaptable manner. We love finding innovative solutions, take massive ownership, challenge each other and challenge the status quo.

Check out our Career Page and our Website for more information.
Job ID: 4523626c949dcb44d833ce94337e8fed20609d126fc6b3a704c0c079a9b2ff1a