Customer Success Manager
vor 2 Wochen
**About Us**
Akselos is a rapidly-growing digital technology company with headquarters in Switzerland and operations in Europe, South East Asia, and the USA. The company has crafted the world’s most advanced engineering modeling and fastest simulation technology to protect the world’s critical infrastructure today and tomorrow. Currently focused on the Energy market, the technology has the power to redefine how we build and handle our critical infrastructure and pushes the boundaries of what modern engineering and data analytics can achieve. With a rapidly growing client base, we are excited to hire a new Customer Success Manager
The Customer Success Manager will report directly to the Director of Customer Success & Product Marketing and assist in ensuring that our clients are successfully using our products to generate positive business outcomes for their companies, today and in the future. You will act as a 'trusted advisor' to our key customers, developing active and positive relationships. Furthermore, the Customer Success Manager will be responsible for Customer Support. Serving our customers well is our number one priority and providing the right support when necessary is an important element in achieving that. This position is a real opportunity and a key role within the company.
The position can be located remotely or ideally nearby Akselos offices: in Lausanne (Switzerland), the US, the Netherlands, Great Britain, or Portugal.
ROLE AND RESPONSIBILITIES
*
Customer Value*
- You will develop an in-depth understanding of how value is created for the customer and learn what is working well for customers, and where they feel we can still improve in terms of product and service delivery;
- Making sure that you communicate your insights to the marketing and service delivery team is equally important. This ensures that we continuously learn and allocate the right resources to various product marketing/development initiatives, in line with both customer and market needs;
- The position will also allow you to identify up
- and cross-selling opportunities so that our customers get increased value from our products;
- As you will be engaging with multiple customers at the same time, your ability to prioritize the initiatives that best help our customers, whilst also supporting company growth, will be vital to Akselos's success.
**Customer Support**
- As a CSM, you will be co-leading our efforts to make our support process as streamlined as possible. Communication towards our customers and ensuring timely delivery are also part of your accountabilities;
- Setting up the right metrics to drive performance will help the company do this in an efficient manner. The customer experience can be heavily influenced by the quality and speed of our support, so earning their loyalty by doing this well is a core part of Customer Success.
DESIRED SKILLS AND EXPERIENCE
We are looking for someone who:
- is a great teammate that never gives up - company success depends heavily on performing as a collective. We need someone who takes a positive, energetic, and constructive view on things, and who is there for others, to help the company forward;
- Passionate about relationships, with a commercial mentality - The ability to use your relationship skills in order to identify commercial opportunities will be critical for success. Our high growth performance depends heavily on finding the right commercial opportunities. As our customer base grows, a significant portion of those opportunities are expected to come from existing accounts. That means we want a commercial optimist that looks beyond the obvious.
- A strong communicator - you will be speaking to all of our key customers as well as all key departments in Akselos, so we are keen to hire someone who can 'translate' customer input to Akselos staff in business and technical positions, in a concise manner.
Minimum requirements
- Master's degree, preferably in Engineering;
- At least 10 years working experience, part of which in customer-facing roles.
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