Experienced Customer Success Manager (f/m/x)

Tick the boxes if you agree:

⬜ Helping companies empower their manual workers with new technologies sounds amazing!

⬜ I love developing good relationships, understanding customer needs and ensuring customer health.

⬜ Coming up with ideas and suggestions to proactively help customers comes naturally to me.

If you ticked these boxes, keep reading!

We are looking for a Customer Success professional to join our team and help us bring our startup to the next level! 🚀

You will be responsible for ensuring that our customers adopt our software and leverage its benefits to meet their business goals throughout the entire customer lifecycle. In close collaboration with other how.fm team members, you identify, analyze, and act on business opportunities, which generate value for our customers and our business.

At how.fm, we are a growing, and experienced, team of long-time colleagues and friends. We have made it our purpose to give everyone a fair chance to learn no matter their background. To achieve this we are on a mission to train 1 million deskless workers across the world in their own language. And that is just the beginning!

We have a modern office in Cologne, though we primarily work remotely and encourage all our team to work where it suits them. At least once a month we have workshops or events where we meet as a team in Cologne. So even if we don't have to commute every day, it is important that you are able to do so regularly.

For this position, we are looking for someone who can travel easily around Europe to visit customers.

Your mission would be to contribute to how.fm’s success by helping customers adopt our product, to retain and expand them while providing them with the highest level of care and attention.

YOUR MAIN ACTIVITIES

On-boarding:

• Take a leading role in ensuring that our customers are successfully onboarded and see significant value from our solution in a short period of time.
• Provide expert advice through training and consultation during the onboarding process, while closely working with other functions to ensure a timely and sustainable implementation.

Customer Communication and enablement:

• Regular and proactive communication with our customers, remotely and in person, with the aim of building long-lasting partnerships.
• You are a trusted advisor in all aspects of worker training and consult on processes and best practices.
• Be the bridge between customers and our product: understand how our customers use our product, resolve problems with them and assess future needs.

Customer Retention and Growth:

• Develop and execute an effective customer planning strategy to ensure retention, adoption, and growth.
• You demonstrate and prove the full potential of how.fm towards achieving customer goals and enabling further expansion throughout the customer’s organization.

• Professional experience in B2B customer success/service or key account management role.
• A background in B2B SaaS industry, even better - some experience in the logistics or manufacturing vertical.
• Proven ability to manage relationships with different stakeholders across a customer’s organization.
• Experience in handling challenging customer requests and issues while staying calm and focused.
• Strong organizational and project management skills to prioritize and implement stakeholder projects.
• Concise and effective communication skills to make technically complex information accessible across audiences.
• Commercial acumen, preparing and leading customer meetings.
• Writing and speaking skills in German at a native level and fully proficient in English. Any other language is a plus.
• Bachelor's degree or equivalent working experience.

You are a how.fm fit and a fit for this role if you identify with the following:

• We are humble and goal-oriented: there are a lot of things that we still don't know, but we always want to know why we are working on a specific project.
• We work with a lean approach on a path guided by the Kaizen philosophy. Make a plan, try it out early, fail, improve it, and eliminate waste. We embrace change and adapt when our mission and team need it.
• We are always there for each other, like in a tribe, we know that together we are better.

If you want to know more about our team and how we work visit: www.how.fm/family.

If you like what you read and want to join us or want to apply and ask us more about the position, go ahead!

We are looking forward to hearing from you! 😃