Teamlead Client Success Management

cleverbridge is looking for a hands-on leader of our Client Success Management team in Cologne. Because a key function of the team is to manage client relationships, it is very important that the candidate be skilled in account management and client retention tactics. He/she should have a proven track record of leading client-facing professionals and working with multi-cultural companies. This role collaborates closely with Sales, Development, Marketing, and other teams, as well as his/her counterpart in Cologne, Germany and Chicago, IL to ensure successful outcomes for our business, clients and our employees.

The Client Success Management team provides day-to-day support and on-going consultation to our clients. They leverage industry best practices and technical knowledge of our platform to deliver to deliver real results to our client’s online business.

Your Responsibilities

• Create and maintain relations to key client accounts and serve as escalation point
• Fosters a culture of high-performing people and processes.
• Lead and coach Client Success Managers locally to provide the right level of support to clients.
• Execute against operational targets (e.g. revenue, profitability, SLAs, productivity and client satisfaction rates).
• Ensure client satisfaction and retention/growth of revenue through the delivery of an outcome-driven client experience.
• Ensure proactive communication and timely delivery of client requests via the appropriate channels (e.g. email ticket responses within SLA’s). Measure and report metrics on an ongoing basis.
• Lead initiatives to improve client satisfaction, business processes and employee engagement.
• Segment clients, assign to direct reports, balance employee workload and forecast resourcing needs

Your Qualifications and Skills

• Bachelor’s Degree or equivalent experience
• Proven ability to lead a team, providing motivation and clear direction, instilling accountability for quality, sense of urgency and deepening of client relationships
• 3+ years of experience in ecommerce, IT, marketing or similar tech industry experience
• Strong client management attitude/service mentality, including interpersonal and problem-solving skills with a focus on building client relationships
• Strong organization skills that can accompany growth and change management situations
• Strong communication and presentation skills in English. German language skills are a big plus.
• Project management experience desired, but not required

What we offer

We offer a challenging and interesting occupation with extensive responsibilities in a dynamic and fast growing company. Follow us on Facebook or visit our Website to find out what we offer as a Great Place to Work. If you feel you are a good fit for this position, please send us your CV and cover letter (in english language) with further details about your motivation, your salary expectation and your earliest starting date via our online application process. For questions please contact our recruiting team at +49 221 22245 257

More about us

Founded in 2005, cleverbridge provides global subscription billing solutions that help companies build long-term customer relationships and grow recurring revenue streams. The core of our fast-growing technology company is our 300+ employees between offices in Cologne (Germany), Chicago, San Francisco, and Tokyo. Our diverse and talented workforce is passionate about our solutions and our clients’ success. We believe if you love what you do, you should love where you work. So we emphasize career progression, work-life balance, and a casual, contemporary work environment.

You can also find us here

Interested?

Contact
cleverbridge AG
Josephine Pulß
jobs@cleverbridge.com

• We are an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or practice in the investigation of any complaint, or otherwise oppose discrimination. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.

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