Enterprise Customer Success Manager (all genders)
- Germany | Remote
YOUR TASKS
- Switching XL customer base (both Direct and Channel) from perpetual licenses to subscription licensing starting outreach 60 days prior to their maintenance expiration date
- Establish credibility and trust with customers by answering questions and listening to their concerns regarding products, services, features
- Present the value of PRTG and its roadmap as you are the product expert and trusted advisor for your customers
- Build a strong and long-term relationship with your customers by understanding their use case and desired goals/achievements
- Identify the key stakeholders at your customers and develop a strong relationship with them, mainly with C-levels
- Manage and grow a portfolio of enterprise accounts, ensuring customer satisfaction and retention.
- Develop and execute strategic plans together with Enablement Team to drive product adoption and maximize value for clients.
- Lead QBRs and strategic meetings with key stakeholders to assess needs and opportunities.
- Maintain high responsiveness and adherence to SLAs through proactive ticket monitoring in an effort to efficiently manage customer communications
- Manage your own pipeline of opportunities and log activities in CRM (Salesforce)
- Collaborate with cross-functional teams to address customer concerns and facilitate solutions.
- Monitor customer health metrics (NPS, CSAT, etc.) and implement strategies to improve them.
- Proactively identify expansion opportunities to be handed over to the Expansion Team
- Coordinating communication and correct information handover with the New (Logo) Team to take over customer relationship of new Enterprise customers and kick-off the adoption phase to ensure success
- Collaborate with Channel Account Managers (CAMs), Distribution Account Managers (DAMs), and internal teams to ensure a smooth process for end user to purchase through the Channel
YOUR PROFILE
- Proven experience in managing and growing a portfolio of enterprise accounts, with a strong focus on customer satisfaction and retention.
- Capability of addressing complex customer questions and concerns regarding our PRTG products.
- Exceptional ability to build and maintain strong, long-term relationships with key stakeholders, including C-level executives.
- Strategic mindset with experience developing and executing plans to drive product adoption and maximize customer value.
- Experience in subscription transitions and effectively communicating value propositions for licensing changes.
- Strong communication and presentation skills, adept at leading QBRs and strategic meetings.
- High responsiveness and a proactive approach to managing customer communications and resolving issues.
- Familiarity with CRM software (e.g., Salesforce) for pipeline management and activity logging.
- Collaborative spirit with the ability to work effectively with cross-functional teams, including sales and channel partners.
- Data-driven approach to monitoring customer health metrics (NPS, CSAT) and implementing improvement strategies.
- Full working proficiency of the English language
FACTS FOR YOU
- Many possibilities to further develop your individual skillset
- Innovative and creative work environment with plenty of room for new ideas
- A structured onboarding phase with experienced colleagues
- Flexible working hours and a familiy-friendly environment
- Permanent employment contract at our headquarters in Nuremberg
- A great working atmosphere in an enthusiastic international team with flat hierarchies
- Subsidized germany-wide jobticket for public and regional transportation, bike leasing, bicycle cellar (incl. showers) and sufficient parking spaces
- We actively support your health by funding membership of the Urban Sports Club
- Paessler is a fast-growing midsized company that has been in the market for 20 years. The company is focused on long-term goals and is currently comprised of 350 employees
INTERESTED?
