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Job Description
Fortra is seeking a Sr. Customer Success Manager to drive customer adoption and retention. The role involves working with large customers and articulating the value of Fortra's solutions. The Customer Success Manager will serve as the primary point of contact for customers, addressing their questions and issues. They will also collaborate with internal teams to ensure customer satisfaction and identify opportunities for upselling.
Responsibilities:
Requirements:
The role offers:
Responsibilities:
- Develop trusted advisor relationships with customer managers and executive sponsors.
- Increase customer retention and adoption rates.
- Serve as the single point of contact for customer issues.
- Coordinate with the Services team for client onboarding.
- Understand and articulate business value to drive growth.
- Track customer activity to identify and eliminate churn risk.
- Identify upsell opportunities and pass them to the Sales contact.
- Serve as a customer advocate and collect feedback.
- Work closely with internal resources for issue resolution.
- Mentor and train new hires.
- Handle larger or strategic customer accounts.
- Lead special projects.
Requirements:
- Fluency in German and English.
- Four-year degree preferred.
- Excellent communication skills.
- Strong interpersonal skills.
- Strong organizational and time management skills.
- Cross-functional leadership and team coordination skills.
- Proven ability to navigate complex customer concerns.
- Creative problem-solving skills.
- Demonstrated ability to research issues.
- Subject matter expertise in multiple brands.
- Demonstrated negotiation and persuasion skills.
- Willingness to travel on-site for customer visits (up to 25%).
The role offers:
- Personal and professional development opportunities
- Flexibility
Fortra
Fortra is a software development company focused on creating and maintaining software products for both market sale and internal use. They operate within an Agile project development methodology and emphasize innovation, best practices, and continuous improvement. Fortra values collaboration, problem-solving, and initiative, fostering a culture of teamwork and individual contribution. The company designs, develops, tests, and debugs software systems and applications, incorporating new technologies and focusing on meeting user needs. They offer solutions related to database fundamentals like SQL and DB design, containers like Docker and Kubernetes, and cloud services.
All Jobs at Fortra (54)