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Customer Success Manager (German speaking)Maidenhead, United Kingdom

Customer Success Manager (German speaking)

Maidenhead | United Kingdom

Company Description

We believe in helping individuals & organisations stay ahead of the curve by disrupting the old ways of making business run faster.

Our open source technology is focused on user experience & allows IT to build intelligent business solutions at breakthrough speed.

Business is no longer a series of transactions but a constant flow of information, ideas, decisions, and outcomes. That's why we've developed a software platform that connects people, content, & processes, giving organisations the power to start their journey towards Digital Transformation.

Job Description

You will be joining a highly successful global customer success team and winner of the Omega NorthFace ScoreBoard Award for Outstanding Customer Service. Mainly responsible for the renewal of Support & Maintenance subscriptions (contracts) of their ECM Product, you will be joining a team who truly want to deliver great experiences to our customers. You will be targeted on retention and measured on key Customer Health performance indicators.

Protecting this crucial, predictable revenue stream is a key role with high visibility. He/she will also need to nurture the relationship with customers and provide quality customer service by responding to external queries in an efficient and informed manner and proactively offering ongoing care and service. He/she will be the main point of contact for existing Customers and Partners.

Engage with clients to drive engagement and value

Engage client early to understand the big picture, proactively position value and assist with execution

Own and manage interaction plans to ensure continuity, high levels of satisfaction and on time renewal

Present status update on on-going, frequent basis

Maximize impact of cross functional resources (Support, Professional services, Field, etc) & personally intervene when appropriate

Advocate on behalf of clients with Product management, Engineering and Leadership for critical product enhancements and issue resolution

Partner with broader, Senior account team (sales, PS, CS Executives) to provide seamless customer interaction

Analyze data on Support usage, surveys and all other forms of feedback to form a comprehensive point of view on clients/territory. Report on health & propensity to renew.

Issue renewal contracts with a view to getting them signed and returned prior to expiry - renewal rates are measured according to quarterly targets

Create and maintain a rolling 4 Quarter view of your territory

Sell the value of Support and upgrades to the customer and keep in contact with the customer in the 'dead zone'

Proactively win back delayed contracts and sell consolidated renewals to minimise administrative tasks and streamline the whole customer base

Ensure Salesforce (CRM tool) and Gainsight (Customer health tool) are constantly updated for the easy tracking of revenue results and customer health indicators

Work closely with the internal and external Sales and the technical teams to create a united front to the customer and to identify other revenue opportunities

Accurately provide a bi-weekly forecast for subscriptions renewals to the Manager of the EMEA Customer Success team.

Liaise closely with the Support team to fix possible issues in a proactive manner

Liaise closely with the Finance team to address possible debt or credit term issues


Strong track record in a sales role (Account management preferred with strong Customer care skills) within a software/IT company

Proficient in English and German, native level (additional language would be a bonus)

Possess the technical /sales expertise required to successfully conduct all phases of the renewal cycle.

Highly organised with strong attention to detail

Customer focussed and prepared to 'go the extra mile' - good listener

Able to articulate the value of the subscription and effectively manage objections

Excellent telephone manner and written skills

Team player and excellent communicator who can work seamlessly with Sales, Technical and Finance colleagues

Face to face Customer experience will be an advantage

High activity level, enthusiastic, self motivated, tenacious

Experience of working in a start up would be an advantage. MUST be a self-starter

Experience of working with different cultures and adapt to different territories

Computer literate with experience of recording information in a CRM system

Ambitious and stable who aspires to grow within Alfresco

Additional Information

Personal Attributes:

Passion for the business - driven and committed

Customer focused

Great Team player (Team revenue target)

High integrity

Self starter and self-motivator

Excellent communication skills and ability to work with different personalities and temperaments

Flexible and adaptable to a rapidly changing environment

Able to work autonomously and proactively

Proven influencer and negotiator

Creative and excellent problem solver


Ability to multi-task

"Can-Do" approach to a wide and rapidly changing workload

Willingness and ability to accommodate different time zones

Willingness to work from time to time over extended hours in order to achieve goals set by immediate manager or demanded by key customers

Alfresco is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

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