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As a Senior Customer Success Manager, you will be the trusted advisor and Commerce SME for our customers. You will have the mission to drive customer engagement, product adoption, satisfaction and advocacy, in line with agreed upon joint focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers’ desired outcomes, either through existing or new products and capabilities.
This candidate must be fluent in German as the portfolio will be comprised of DACH customers.
There won’t be any typical day in this position, but here are some priorities to focus on:- Provide an outstanding experience to Coveo’s enterprise Commerce customers as they complete the sales process and transit to the CS team.
- Grow customers’ depth of understanding by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions.
- Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions.
- Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs).
- Advocate the customers’ needs across departments internally.
- As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process.
To be successful in this role, you must be able to understand technical concepts as well as have a strong business acumen, both of which will enable you to see the big picture. You will be required to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.
Among other things, we will be requiring:- Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
- Strong analytical skills; ability to translate numbers into a value story.
- Strong functional consultative approach to customer management with a passion for identifying solutions to meet customers’ business goals (understanding how complex solutions work in practice).
- Tech-savvy: strong technical enterprise-level computer software background supporting customers in a SAAS environment.
- Experience in a similar customer success role or in a solution consulting role.
- Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions.
- Experience with BI tools / analytics.
- Understanding of technical concepts and translating these into practical applications within the Coveo platform.
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