Strategic Customer Success Manager (m/f/d)

Permanent employee, Full-time · Remote

Your mission

Program Development and Execution

Design and document the standard Strategic CS program framework (‘A’ customer segment)
Be the primary owner of the Strategic CS Program Framework assets, making sure there is a change control and management in place
Develop best practices packages for consistent program delivery
Enable CS team members on using the Strategic Framework and assets
Communicate the vision and strategy of the team to the wider company

Customer Engagement

Lead on-site program delivery and customer workshops
Drive executive-level relationships with key strategic accounts (including own portfolio of accounts as well as the overall team’s accounts: when needed, attending on-site meetings, customer events,etc..)
Ensure successful program adoption and value realization
As the team leader is owning the accounts, the responsibilities of the Strategic CSM are also applicable for account owner

Operations & Reporting

Monitor and manage departmental KPIs, including churn management, revenueretentionand growth
Utilize customer data to make informed decisions on Customer Success strategy, team performance, and customer engagement.
Report on program progress and success metrics

Your profile

You have a min. bachelor's degree and several years of relevant professional experience.
Own retention and growth metrics for the team’s collective book of business
Ensure clear documentation of programs, customer segmenthealthand team performance
Proactivelyidentifycustomer risk and growth opportunities andallocateteam resources accordingly
Escalate issuesin a timely mannerto senior leadership with recommended solutions
Report on team KPIs, program effectiveness and customer outcomes to leadership
Drive consistent and high-quality delivery of scale programs across the team
Champion a data-driven culture, continuouslyoptimizingprograms based on metrics and customer feedback

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About us

PTV Logistics - a leading global software company for transportation logistics!
We calculate and optimize route planning for logistics companies with record-breaking algorithms to maximize time and cost savings. With more than 40 years of experience, we help to put theory into practice!
Interested? Then take a look at our website: https://www.ptvlogistics.com/en

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We look forward to getting to know you!

Thank you for your interest in PTV Logistics!
Please fill out the form so that we can get some initial information about you. If you have any difficulties uploading your documents, please contact career@ptvlogistics.com