(Senior) Customer Success Manager

Country

Austria

Job Family

Customer Success Management

For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key business questions around consumers, markets, brands and media. With our headquarters in Germany and a presence in around 60 countries worldwide, you benefit from our global company with a diverse community of ~9,000 employees.

Harnessing the power of our workforce, the greatest asset we have is our people. As part of GfK, you can take your future into your own hands. We value talent, skills and responsibility and support your development within our international teams. We are proud of our heritage and our future: Currently we are in the latter stages of a transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology. This is only possible with extraordinary people and this is why we are looking for YOU to help create our future. For our employees as well as for our clients we pursue one goal: Growth from Knowledge

**Job Description**:
Reporting to our Director Customer Success based in Nuremberg, the (Senior) Customer Success Manager will act as strategic partner to our a variety of local clients in Austria ensuring the receive comprehensive onboarding and training to our gfknewron platform solutions.

The (Senior) Customer Success Manager drives successful client user adoption across our gfknewron platforms whilst identifying potential new client users within that client organisation. The (Senior) Customer Success Manager will quickly become an expert in that client market/category, becoming a client innovation agent and a key external consultant to them. The (Senior) Customer Success Manager will work with internal product teams to provide client feedback and suggestions on gfknewron usability/features and help to shape future gfknewron offerings.

**Responsibilities**:
External
- Ensures effective and efficient client training and onboarding of new customers.
- Educates customers about the most relevant features/functionalities for their specific business needs
- Drive adoption (i.e. activation, reactivation and engagement) of gfknewron within client organization by demonstrating clear ROI to client
- Drive gfknewron usage with senior stakeholders in the client organization
- Finds and builds, new user base for GfK offerings
- Develop fact-based answers to complex key business questions
- Deliver insightful presentations and actionable recommendations to our clients
- Coordinate client services cross countries and categories
- Identify leads for cross sell and upsell opportunities with the client
- Help improve renewal rate by demonstrating clear business outcome and value
- Works closely with clients to develop use cases demonstrating value being provided to clients

Internal
- Ensures to be updated on relevant knowledge and has deep understanding of platform offerings
- Collect and provide feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience
- Collaborate with account management at the pre-sales and renewal stages
- Collaborate with other business unit teams to identify opportunities for strategic assignments
- Coordinate internal client services nationally (for all) and internationally (optional)

**Requirements**:

- Relevant working experience
- Strong business understanding in durable consumer goods markets and related Retail
- Interest for Small Domestic Appliances product categories and markets
- Ideally 3-5 years of experience in consulting, market research, product management of durables or equivalent business units
- Excellent German and very good English language skills
- Strong presentation and communication skills, client-centric approach
- Proactive and consistent engagement with multi-disciplined teams
- Co-ordination and decision making of how to achieve client outcomes and organisation goals
- Driving delivery of results for clients & GfK across diverse cultures, mind sets, disciplines, and influences
- Passion, dedication, and commitment
- Creativity and the ability to address real-world business problems analytically
- Eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude

The annual gross salary for full-time is approximately EUR 63,000 with the possibility of overpayment depending on specific qualifications and experience.
- Der (Senior) Customer Success Manager berichtet an unseren Director Customer Success mit Sitz in Nürnberg und fungiert als strategischer Partner für eine Vielzahl lokaler Kunden in Österreich. Er stellt sicher, dass diese ein umfassendes Onboarding und Training f