ABOUT THE TEAM:
You'll be joining our 10-person Customer Success EMEA team in Germany which is an integral part of our 20-person international Customer Success team. We foster a collaborative environment and alignment with various internal stakeholders in Technical Account Management, Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace.
ABOUT THE ROLE:
As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.
This is a full-time role based in Berlin, Germany.
ONCE YOU ARE HERE YOU WILL:
- Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
- - Connect customers' marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps
- - Collaborate with technical operations (Technical Account Managers) and the development team to integrate Talon.One and troubleshoot technical issues
- - Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
- - Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
- - Drive retention and growth to your book of business, handling upsell and renewal conversations with your customers
- - Prepare and deliver strategic and business value to customers daily
WHAT WE NEED YOU TO BRING TO THE TABLE:
- Passion for tech and experience with SaaS products and APIs
- - Founded experience working in Customer Success, Account Management, or another client-facing role
- - Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
- - Exceptional communication skills in spoken and written English and French
- - Empathetic, positive attitude with a desire to help our customers reach their goals
- - Flexible approach and an ability to operate effectively with uncertainty and change
- - Ability to manage a book of 15-20 accounts
- - Experience working in the loyalty and promotion industry or relevant marketing-related experience
WHAT'S IN IT FOR YOU:
- €1,000 annual learning budget, full LinkedIn Learning access, and free German language courses to boost your skills
- - 30 days of annual leave, plus extra paid days for your birthday and moving day
- - Home office setup budget, a monthly home office allowance
- - Freedom to work from abroad for up to 90 days worldwide!
- - Mental health support with nilo.health and a discounted Urban Sports Club membership
- - 20% company subsidy on your pension contributions
- - Subsidised BVG public transport ticket and a dog-friendly Berlin office where your furry friend is welcome
- - Lease your ideal bike through BusinessBike
