Overview
Join the Avetta Client Success team as a Client Success Manager - Bilingual German. The role focuses on advocating for customers, enabling their journey with Avetta, and driving retention, expansion, and client health. The ideal candidate helps clients embrace a new paradigm for understanding and managing their business via Avetta’s platform and services.
Note: This description reflects the responsibilities, qualifications, and expectations for the role.
Responsibilities
* Nurture and grow relationships with client stakeholders, while identifying additional key stakeholders through proactive engagement
* Maintain client momentum after launch by leveraging critical success factors aligned to the client journey to increase adoption of the Avetta platform over time
* Serve as the trusted advisor for clients on use-case, product functionality and applicable program recommendations
* Perform regular review-and-planning sessions (via Success Planning and QBR activities) with client stakeholders to demonstrate value, understand business objectives, and define next steps
* Proactively ensure clients understand, are trained on, and are utilizing Avetta’s products to achieve maximum benefit
* Provide marketing with referenceable customers, client success anecdotes, data-rich trends and observations about changes in the client base and industry
* Work with the Client Success Team to create strategies, services, and processes that drive adoption, retention, and expansion across Avetta’s offerings
* Act as the voice of Avetta clients and collaborate with internal stakeholders to solve problems and drive improvements
* Assist Account Managers with client growth plans and, when necessary, at-risk mitigation
* Own the overall health of assigned client accounts
* Assist the Client Support Team with difficult and client-specific problem resolution
* Partner with Implementation and Professional Services to support best-practice implementations and identify growth opportunities
* Maintain an attitude of constant improvement to increase efficiency, scalability, and impact
* Use data to inform recommendations and decisions
* Fully document all interactions with clients (Using SFDC, Wrike, etc)
Your key values and skills
* You thrive in an environment of ownership and accountability
* You are proactive in your engagement with clients and peers
* You possess strong communication and collaboration skills
* You are persistent and operate as both a Client and Avetta advocate
* You approach problem solving with creativity, empathy, and a scalable mindset
* You are passionate about client growth and focused on what is needed to achieve it
Ideal Qualifications
* 3 years in a customer-facing role (Customer Success or Account Management preferred) with an Enterprise SaaS company or supplier management in a large organization
* Fluent in German and English, both verbally and in writing
* Bachelor’s Degree or equivalent work experience
* Experience with Microsoft Office suite, SFDC, CRM tools; JIRA a plus
* Excellent interpersonal, verbal, and written communication skills
* Highly organized, collaborative, responsive, and proactive
* Proven success mastering new, complex technologies, processes, and concepts and training others
* Background in HSE or Procurement preferred
Employment type
* Full-time
Job function
* Consulting, Supply Chain, and Sales
* Industries: Software Development
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