<img src="//trc.taboola.com/1151404/log/3/unip?en=page_view" width="0" height="0" style="display:none">

Customer Success Manager - German Market

Amsterdam, The Netherlands

Full time

Apply here

Close your eyes

Imagine building relationships that impact the whole business. Imagine a career where your love for people and your love for technology will never be at odds with one another. You're the wizard that makes customers' lives easier with technology that works.

If this sounds like a career you could thrive in, we have to talk!

This is Speakap

Speakap was born in the Netherlands in 2010 when its founders worked as retail managers who struggled to bridge the communication gap between employees across shifts, departments, and locations.

10 years later, and after becoming the #1 employee communications app in Europe, Speakap has grown exponentially. We support over 500 companies in 120 countries, with users communicating in 100+ languages and across all time zones.

At Speakap, we believe that technology serves its purpose only when it adapts to our customers’ needs and not vice versa. We stand for simple, direct, and efficient communication that helps people reach every employee with the right message at the right time.

How you'll help customers succeed

In your role, you're constantly shifting from an extremely proactive approach to a reactive approach. Customers have high expectations that they will voice at times, but they won't be so loud.

Here are a few things we envision you will lead and help with until we learn otherwise:

  • Onboard German-based customers with complex needs and high expectations.
  • Drive initial user adoption.
  • Educate customers on their Speakap ROI and how they can increase their return.
  • Host quarterly business reviews with customers and their management teams.
  • Develop trusted advisor relationships with decision-makers and executive buyers.
  • Understand your customers' strategic goals and develop plans to partner on these goals.
  • Build monthly reporting on Speakap's impact on clients.
  • Lead efforts to turn around at-risk clients.
  • Cultivate broader usage of Speakap within our enterprise customers.
  • Introduce new features and best practices to customers.
  • Spot up-sell and cross-sell opportunities.
  • Partner with marketing & product management.
  • Actively involve our founders and management team members in difficult situations, e.g. contract renewals.

What you bring to the table

  • 5+ years of work experience in customer-facing roles.

  • Unstoppable focus on the customers, putting the wishes of the customer first every day.

  • Excellent verbal and written communication skills, both German (native) and English

  • Credibility in the boardroom of mid-market and enterprise companies

  • Keeping multiple balls in the air while maintaining a view of the bigger picture and perfecting the details.

  • Attention to detail and ability to build a detailed analysis.

  • Actively search for solutions to problems that customers face.

  • Thorough understanding of the HR tech landscape and internal communications, more specifically.

  • Bonus points for knowing the differences between companies in scale-up mode versus those in corporate mode.

  • Bonus points for having worked with HR leaders and/or HR tech providers in the past.

  • Empathetic to customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes.

Your hidden superpowers

  • You're the human equivalent of the "Horse Whisperer." You understand people, sometimes better than they understand themselves. You use your superpowers of listening, asking questions, and giving guidance to get results done.

  • You remain calm under pressure. You constantly balance internal and external priorities. You know that when customers come across unreasonable at times, it's nothing personal. As you can stay calm, you allow yourself to figure out their pain and what they are not telling you. That will help you solve customer issues.

  • You obsess over the details. You know the devil's in the details, and you love to find the devil ;-). From handling sensitive customer data with extreme care to swift follow-ups, you know these things turn a good customer experience into a great customer experience.

  • You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs and solve their problems that may have gone unsaid.

  • You're competitive. You want to win whatever it takes. You believe healthy revenues is the way to prove that our vision actually works in practice.

Pssst. One more thing

We want to be a hub for entrepreneurs and the extraordinary. When you join Speakap, you’re truly part of a community that invests in you. You meet people from all walks of life who not only have a seat at the table, but also a bold voice. If you're not afraid to bring your whole self to work every day, we want you. Tell us more about your vision and how you'll impact the business. We're all ears.


*Agencies should not respond to this vacancy

 

Up for the job?

Apply here

For more information, please contact:


Amsterdam Office

Denise van Egdom
denise.egdom@speakap.nl