Digital Client Success Manager
vor 3 Wochen
The Digital Client Success team is a global, agile, self-organising team whose mission is to drive the digital journey for our clients and deliver a seamless, world-class customer experience.
As a Digital CSM with Emarsys, you will develop and manage client relationships across engagements, acting as a commercial point of contact and responding to client queries, whilst performing account reviews, risk assessments and renewal opportunity management, with ultimate responsibility for satisfaction, retention, and growth.
This is a customer facing role that seamlessly blends commercial elements with both conceptual and operational responsibilities and is perfect for someone who wants to work in a fast-paced SaaS business, understands what a fully digital/automated customer experience means, and is passionate about being part of the digital transformation journey.
Responsibilities
Act as a key point of contact for a shared portfolio of Digital Segment clients, proactively managing their commercial requests and effectively handling outbound communications regarding product development and marketing initiatives Leverage growth opportunities by working with Client Success Leadership and Growth Consultants to evaluate potential up-sell opportunities and increase revenue generation Identify opportunities to streamline client operations through the integration of the Emarsys platform, focusing on automation and workload reduction Provide timely updates to clients on the progress of ongoing projects with the aim of meeting and exceeding assigned Service Level Agreements (SLAs) Monitor contract renewals in Salesforce (SFDC), strategise retention tactics and manage timelines to ensure prompt service and secure long-term revenue through timely contract extensions Act as an escalation point for customer-specific issues, identifying potential risks and working with team members and internal departments to develop effective mitigation plans Prepare and present customer facing proposal documents, ensuring quotes and orders are accurately reflected in SFDC through pipeline management Manage customers at scale, optimising operations and working on multiple projects concurrently Maintain operational excellence by adhering to established processes, systems and documentation protocols Become an Emarsys expert to Partners and SAP teams Collaborate effectively with team members daily to align priorities and ensure seamless operationsRequirements
Fluency in English & French (both written and spoken) is required - with plus points for German and/or Spanish A highly energetic and motivated individual with a strong passion for marketing and technology, particularly in the digital space The ability to thrive in a fast-paced, high-growth environment, demonstrating adaptability and resilience A customer-centric mindset with a strong focus on problem-solving and a high level of accountability and commitment to your work Excellent communication, relationship management and negotiation skills with the ability to present to senior management Experience of working with a global team and a multilingual customer base is preferred, and the willingness to work within a predefined set of actions is required The ability to embrace change, think strategically and make complex decisions under pressure is essential We value a process- and task-oriented approach, with an emphasis on organisation and meticulous attention to detail A strong understanding of Software as a Service (SAAS) is highly valuedWHAT WE OFFER
A fast-growing company with a global presence and corporate backbone through SAP, commitment to innovation and a leading market position An inspiring and empowering company culture: working alongside talented, friendly and passionate people, where success is supported and celebrated as a collective A learning environment with an open feedback culture encouraging personal and professional development that allows you to both learn from some of the best in the industry and own your own career - benefitting from the vast training and self-development offering provided by SAP A well-structured and designed onboarding plan: we set you up for success and support your career with on-going training and development The opportunity to contribute to a bespoke, complex and successful product focused on innovation A commitment to a trust-based hybrid in-office and home office work routine. We offer a modern SAP office in the heart of Vienna with an excellent canteen (covered by SAP and daily meal vouchers), a gym and company doctor, easily accessible via public transport An annual gross salary starting from EUR *36,900. gross/year (38.5 hours/week) plus additional performance related rewards, depending on your professional qualification and experience. *Please note this is the minimum entry salary as per the collective agreement 25 days' annual leave and extra days off depending on duration of employment Enhanced maternity leave and paternity policies Regular local company events and activities in and outside the office Great comprehensive benefits: Sodexo meal vouchers, pension scheme, private health care, regular health initiatives and massages in the office, complementary discount platform for businesses including offers on tickets, travel, gifts, dinner, coffee and more 2 Community Impact days per annumAt Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.
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