Customer Success Manager

Vor 2 Tagen

Nyon, Schweiz beqom Vollzeit

**Company Overview**
Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing global enterprise software company. We focus on managing compensation and performance for the world’s largest companies. This means we work with the most exciting brands worldwide to support mission-critical business processes. We help our customers attract, retain, and motivate talent by offering their employees fair, transparent, and effective compensation. In that way, we help companies succeed while making their people happy.
At beqom, you'll be surrounded by passionate, hardworking, and smart individuals that are dedicated to our mission of making people happy. If that sounds inspiring to you, let’s get in touch
**Job purpose**
At beqom, our Customer Success Team is pivotal to our company’s success. You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers. You will be able to ensure successful product adoption and retention of key customers in the business.
We are seeking an experienced customer facing professional who will engage, retain and drive our customers' understanding of beqom’s product offerings working strategically with sales, cs and leadership (both internally and with the customer).
**Duties and responsibilities**
On a day-to-day basis, your main priority is to drive ROI as quickly as possible for your customer base but also:

- Be responsible for managing complex and savvy customer needs, leading compelling business reviews, and using data analysis to drive business impact aligning closely with various departments internally and externally not limited to Sales, Services, Customer Success and Partners;
- Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the beqom product team;
- Build strong customer relationships by engaging early as the customer transitions from Kick Off to deployment. Work with customer and beqom account management team to define success plan and strategy to meet customer’s objectives. Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state;
- Establish regular cadence with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status;
- Establish their top goals, understanding their problems, and creating a customized success plan to help them start crushing their KPIs. You will take a consultative approach by uncovering each of your customers’ use cases to better educate them on the benefits and features of the beqom platform within the context of their specific workflow;
- Own, drive and affect change for your customers by having an obsessive focus on their outcomes. Daily you’ll focus on driving customer adoption through strategy calls and customized business reviews at the executive level. The goal is to be the ultimate storyteller in showcasing the compelling impact on your customers' business made possible by their use of beqom.
- Maintain current functional and technical knowledge of the beqom platform and future products.

**Must have**
- 7+ years experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services or client management functions, ideally in Customer Success;
- 2+ years experience as a CSM or Technical Account Manager in a SaaS organization and working with large enterprise accounts;
- Ability to effectively manage stakeholders with conflicting priorities (client and internal);
- Ability to pull reporting, analyze data, glean insights and create engaging client deliverables that tell a story;
- Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery;
- Experience managing a book of business and leading customers through change management;
- Ability to conduct compelling on-site presentations to C-Level executives;
- Experience delivering business reviews showcasing ROI to executives onsite and via webinar;
- Possess exceptional verbal, written, social, presentation, and interpersonal skills;
- Confident in technical conversations and problem solving skills coupled with the ability to provide quick resolution to problems;
- Ability to manage multiple priorities while delivering consistent outcomes.

**Nice to have**
- Prior experience in Human Capital Consulting or HR tech

**Why join us?**
- Dynamic environment favoring initiative and autonomy
- Great opportunity to learn on the job and expand horizons
- Strong company culture: check our Glassdoor reviews

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