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Keyloop

Posted 2 months ago

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Customer Success Manager

PragueHybridFull-time

AI Summary

Customer Success Manager oversees a portfolio of accounts, driving retention, value realization, and growth through executive-level relationship management and cross-functional collaboration.

About this role

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.
We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Purpose of the role
The Customer Success Management team is dedicated to driving customer retention and maximising value through effective Performance reviews & aiding clients achieve their business objectives. Our goal is to ensure every customer becomes a passionate, long-term advocate for Keyloop — measured through high retention, strong satisfaction (NPS), and sustained revenue growth
Reporting to the Head of Customer Success, the Customer Success Manager will directly manage a defined portfolio of accounts to ensure expected value and growth is achieved. The successful candidate is a key member of the Customer Success organisation, as the role will entail working with customers, sales, professional services, customer support and partners to deliver customer value and success. This person will have exceptional customer relationship, analytical and upselling skills.

Duties & Responsibilities

  • Champion customer success across assigned accounts to drive full renewal and long-term loyalty to Keyloop.
  • Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities.
  • Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer
  • Work closely with the Sales organizations to develop growth and retention plans.
  • Foster strong customer relationships enhance adoption, ensure retention and increase overall customer satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Advocate for customer needs/issues cross-departmentally to ensure a seamless experience
  • Represent the customer voice across all areas of Keyloop
  • Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services
  • Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue.
  • Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.
  • Take ownership of showcasing business & product performance metrics & KPIs – always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers
  • Accountable for Customer Success Plans & ownership of all associated goals
  • The success metrics in this role will include customer satisfaction (NPS), revenue attrition rates, and product & feature adoption.

    • Skills Required

  • 5+ Years Customer Success Management experience
  • Ability to work independently and in a strong team environment
  • Ability to maintain excellent colleague and peer relationships
  • Excellent communication, presentation and negotiation skills
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Strong understanding of business processes and their implementation into enterprise applications
  • Strong understanding of customer needs, and objectives
  • CSM Experience for a Cloud Based Enterprise Software solution is a plus
  • Experience of the automotive industry is a plus
  • English language is a prerequisite, fluency in French, Portuguese, German or Dutch would be advantageous.
  • Willingness to travel

    • Skills

    Account ManagementBusiness MetricsChurn PreventionClient OnboardingCloud-based SolutionsCross-Functional CollaborationCustomer SuccessEnterprise SoftwareExecutive CommunicationsKPI TrackingNegotiationNPSPresentation SkillsProduct AdoptionRelationship ManagementRenewalsRevenue GrowthTravel CoordinationUpselling

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