Customer Success Manager

Amsterdam, Netherlands
Sales

JOB DESCRIPTION

Are you an experienced Customer Success Manager, who has strong interpersonal skills and connects easily with people? Do you have a passion for digital marketing and data-driven marketing and do you get excited working with big enterprises and helping them to create business impact? Relay42 is expanding its commercial team and looking for an experienced Customer Success Manager!

Who is Relay42?

Relay42 has grown from a start-up to a champion in data marketing technology in Europe. We help top brands achieve a 360-degree view of their customers by connecting all data points and personalizing 1 to 1 communication across all channels and devices in a scalable way. We have become a market leader in the Netherlands, and we are now connecting the rest of the world.

REQUIREMENTS

Your role:

Customer success is relationship-focused customer management, that aligns customer goals and our goals for mutually beneficial outcomes.​The purpose of the customer success manager is to ensure that our customers create success with our Relay42 solution, and have high customer satisfaction, while at the same time having a commercial focus to ensure customer renewal and upsell. The customer success manager is focused on making sure the goals are clear and all is in place to be successful.

Your responsibilities:

  • Work on a portfolio of Relay42 customers providing consulting support across pre sales, onboarding and post onboarding.
  • Understand the business of our customers, their strategic ambitions and what success looks like: what are the goals, KPIs and targets to achieve through our platform, across customer teams.
  • Give customers the tools and knowledge to be able define their roadmap and ensure resources and enablers are in place to achieve success.
  • Measure progress on the agreed goals and initiate Quarterly Business Review meetings with the customers to discuss these.
  • Continuously assess the satisfaction and the health of the customers e.g. are they making enough progress on growing adoption towards more use cases, channels, functionality, teams, markets) and ensure they are advancing through their lifecycle stages.
  • Flag barriers (e.g. critical success factors which are not in place, delays, missed targets) and make interventions and take action if customer success or satisfaction, renewal, upsell is at risk.
  • Build relationships and alignment with customer stakeholders in teams we are already working with, and in teams we want to start working with, and create cross-department collaboration.
  • Excite customers about intelligent journey orchestration and create ambassadors for Relay42.
  • Be the point of contact for customers to discuss strategic issues or needs.
  • Further build up and professionalize the relatively new capability of customer success management in Relay42. Help to create ways of working, tools, etc.

What are we looking for?

  • 8+ years working experience, with proven track record of success
  • Customer success management experience
  • Commercial experience, e.g. account management
  • MarTech/AdTech and digital marketing experience. Basic understanding of DMP/CDP
  • Experience with enterprise companies in our key verticals: Finance, Utilities & Telco, Travel
  • Bachelor’s degree, preferably Master’s degree

What’s in it for you:

Competitive salary and great benefits. Working with a highly motivated team and last but not least, the opportunity to work in an informal environment with ample opportunities for professional development on projects that impact millions of consumers worldwide.

  • Pioneering entrepreneurial atmosphere
  • Training, conferences and personal development opportunities
  • A fun, dynamic workplace with everything from ping pong and foosball to a comfy relaxation room
  • Communal lunch & healthy and less healthy snacks all day long
  • Weekly bootcamp on location
  • Flexible working hours and workspace
  • A fun and connected community with monthly and quarterly meetings/events & Innovation week
  • Pension scheme
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