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Job Description
Litmus is seeking a Customer Success Account Manager for the EMEA region, based in Berlin, Germany. This role is crucial for developing strategic customer relationships, promoting retention, and ensuring customer loyalty. The Customer Success Account Manager will act as the customer's advocate, offering a consultative approach to maximize the use of Litmus Software solutions.
Responsibilities:
- Develop and maintain service delivery and account plans.
- Act as the first escalation point for customer concerns.
- Develop strong relationships with key customer stakeholders.
- Identify customer expectations and drive product adoption.
- Manage Salesforce opportunities for account expansion and renewals.
- Perform project management for small services projects.
- Represent customer interests within Litmus.
- Drive customer advocacy through references and case studies.
- Own data and analytics for customer segmentation and account health.
- Improve processes for customer onboarding and renewal playbooks.
- Manage customer relationships to drive expansion and ensure product adoption.
- Interface with Sales Account Executives to expand customer footprint.
- Manage customer implementation projects.
- Collaborate with Technical Delivery and Sales teams for new deployment projects.
Requirements:
- Minimum 5 to 10 years of experience managing customers.
- Background in Project Management is an asset.
- Excellent communication skills.
- Ability to decipher customer requirements and translate into revenue strategies.
- Experience managing customer-facing projects.
- Experience with Salesforce.
- Strong negotiation and value-based selling skills.
- Strong organizational skills.
- Able to manage implementation projects when needed.
- Self-starter and able to work independently or in a team.
- Enjoys solving problems and staying updated with new technology.
- Able to adapt to change in a fast-paced environment.
- Background in manufacturing software is an asset.
- Must be fluent in English and speak either German or French.
