Customer Success Manager
The Customer Success Manager is responsible for a successful business relationship. They’re the ongoing partner contact for all commercial matters like offers, contracts, invoices and feedback and promote retention and loyalty.
In German: Der Customer Success Manager ist verantwortlich für eine erfolgreiche Geschäftsbeziehung. Er/Sie ist die Hauptansprechsperson für alle geschäftlichen Angelegenheiten wie Angebote, Verträge, Rechnungen und Feedback und fördert eine gute Partnerschaft und Loyalität.
Duties
- Own (be responsible for)
-
-
Ongoing communication with the business decision makers on the customer side.
-
Planning and execution of regular meetings to ensure that the customer is happy with the service(s) provided.
-
Customer contracts and legal requirements.
-
- Coordinate
-
-
With Sales and Presales Engineering for new customers
-
With Service Managers and Project Managers for ongoing projects/tasks.
-
With Support for technical questions from customers
-
With Accounting for financial/invoicing questions from customers
-
- Overview
-
-
Overview of all projects running and planned (or in sales pipeline) for this specific customer.
-
- Support
-
-
Service Manager and Project Managers with business requirements such as contracts, billing, etc.
-
Out of Scope
A Customer Success Manager isn’t:
-
A project manager for the customer. See Project Manager
-
The one having technical knowledge of the platform or services of the customer. See Service Manager
-
Working on engineering tasks for the customer.
-
Answering technical questions.