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Customer Success Manager
About the Role:
Klaxoon is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of customers. In this role you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.
How you’ll make an impact:
- By building strong customer relationships and act as the Klaxoon advocate to our customers throughout their Klaxoon journey
- By partnering with customers to establish clear business goals, timelines, priorities and metrics of success. (executing success plans & EBRs)
- By creating, executing and managing comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
- By serving as the Klaxoon subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
- By being a Team Player. You’ll be collaborating with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) and will help to build the CS “brand” across our entire organization
- By monitoring your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
- By maintaining and leveraging our Customer Success Management platform to maintain detailed customer centric actions and communication plans
You will achieve your best if you have:
- Full fluency in French (verbal & written) and good level of English (minimum B2)
- 2+ years experience in Customer Success Management or customer facing-role
- Experience working with Marketing teams, Professional Services, IT teams, PMO teams
- Ability to build and maintain strong relationships with a diverse set of clients, including senior leadership
- Knowledge and hands-on experience in project management, business process redesign, and change management
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
- Willing to dive into technical details of a product to understand it thoroughly
You will stand out with:
- Having a problem solver mentality, being a critical thinker and generally curious
- A passion for learning and improving every day, motivated to excel
- Openness to receiving feedback, being coachable
- A strong team player attitude
- Possessing a self starter attitude with strong ownership skills, willing to go above and beyond the job description
- A creative and innovative approach.
Perks of working at Wrike:
- An extra week's paid holiday
- 4 days of RTT (Recovery of Working Time)
- 2 days of home-office per week
- Additional days off depending on seniority
- 60% health insurance cover for you and your children
- A monthly Home-office allowance
- 50% reimbursement of public transport season tickets or access to the sustainable mobility package worth €200 per year (bicycle)
Your recruitment buddy will be Jade Daly, TA Manager.
#LI-JD1
Who Is Wrike and Our Culture
Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.
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